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Design Thinking & Customer Experience: How to Imagine New Services and Products

  • Dec 3, 2012 · 6:45 PM
  • This location is shown only to members

Join us for an evening of Design Thinking and Customer Experience presentations, discussions and activities. We will be talking about methods and approaches for imagining new services, products and experiences.

Discussion topics include:

  • What elements of design thinking can we integrate into our daily work to develop new experiences for our clients and customers?
  • How can we apply broader principles taken from experts in customer experience and user experience to identify clients’ unmet needs to serve them better?
  • How can we begin to apply empathy research, prototyping, etc. in a lean, low-resource setting to create new and better products and services?

We will hear from product and user experience specialists from Opower and WaPo Labs (The Washington Post) to learn about how they use research to inform and shape strategy, planning, and development of their products and services. After a Q&A with our panelists, we’ll break up into small groups and apply new concepts learned to real-world examples from DC-based institutions.

Meeting Agenda:

6:45pm – Networking and Introductions

7:00pm – Session Overview

7:05pm – Presentation: Design Thinking and Customer (or “User”) Experience

7:25pm – Speakers’ Panel: How We Research Customers to Continuously Evolve Our Products and Services


Ben Foster – VP for Product Management and User Experience, Opower (in person)

Michael Ferguson – User Experience Principal, WaPo Labs (via live webcast)

8:15pm – Small-Group Activities and Debrief

8:55pm – Wrap-up

9:00pm – Close

Event panelists:

Ben Foster is the VP for Product Management and User Experience at Opower.Ben manages the creation, design, and delivery of Opower’s products, ensuring the company continues to build the industry’s leading suite of energy information services. He is responsible for the company’s products from a variety of perspectives, including features, functionality, user experience, and roadmap. A thought leader, he has been awarded 9 patents and maintains a blog,

Michael Ferguson is the User Experience Principalat WaPo Labs (The Washington Post), an innovative digital team focused on experimenting with emerging technologies. In addition to working closely with the Company's news sites and services, the team created and launched two new products in 2011, Washington Post Social Reader and Trove. Michael has also helped create award-winning user experiences for Ask, Oracle, and Stanford’s Graduate School of Business, among other organizations.

Join or login to comment.

  • Karen H.

    Fabulous. Loved it. Thank you!

    December 4, 2012

  • Bob K.

    An excellent recapitulation of design process as captured in the movie we saw recently and elsewhere, with great examples.

    December 4, 2012

  • Ezequiel

    Useful insights on how to go about researching and prototyping for service UX.

    December 4, 2012

  • Chris

    We have an extra ticket for sale![masked]

    December 3, 2012

  • Veronica V.

    Hi all - Unf, due to last minute priorities I will be unable to attend. So sorry. ENJOY!

    December 3, 2012

  • Nathan R.

    What's the parking situation?

    December 2, 2012

    • Wendi C.

      Hi Nathan - Thank you for checking on this. There are parking garages open late nearby, but please note that SRA's building will not be open late so you will not want to park there. There is also street parking available at 6:30pm

      December 3, 2012

  • Wendi C.

    Hi Rob and Caitlin - Unfortunately we won't be able to have participants dial in or post a summary for this event. Almost half of the event will be activity based and will be hard to capture for post-activity use. We are sorry to miss you this time, but hope to see you at the next event!

    November 24, 2012

    • Rob

      Hi Wendi - thank you for your reply. I look forward to the next event, as well!

      November 26, 2012

  • Rob

    Will there be a summary posted after the event?

    Thanks - Rob

    November 19, 2012

  • Jim B.

    Too bad (for me) that I will be out of town on the 3rd, but I know it will be a great gathering.

    November 19, 2012

  • Caitlin C. E.

    Is there any chance of attending by phone/Skype/web? I have to travel for work that week but would love to be able to listen in to the discussion!

    November 6, 2012

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