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.
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
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,pmrant.com.
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.