26 - 27 June, 2018 | Swissotel, Sydney, NSW

Conference Day One: Tuesday, 26th June 2018

8:30 am - 9:00 am COFFEE & REGISTRATION

9:00 am - 9:10 am Conference Opening – Remarks from the Conference Chairperson

Scott Howard - Customer Experience Design Director, QBE

Scott Howard

Customer Experience Design Director

9:10 am - 9:50 am KEY NOTE SPEAKER: Designing for Evolving User Experiences and Diverse Customers to Drive Competitive Advantage and Innovation

Joseph Dickerson - UX Architect- Microsoft Services, Microsoft
Design thinking is about defining a new experience through collaborative design and applying empathy to understand your end-user’s pain points and situation. To do this successfully, it is important to understand user-experiences as constantly evolving, maturing and changing. Hear from tech giant Microsoft, and how they collaborate with and design around their end-users to develop new, innovative experiences.

In this session;
  • Understand the importance of balancing your focus between the end-user and technology
  • Gain insight into the UX trends to watch over the next year
  • Hear about how Microsoft is harnessing inclusive design to create products for a diverse customer base

Joseph Dickerson

UX Architect- Microsoft Services

9:50 am - 10:30 am KEY NOTE SPEAKER: Predictive Design!

Ann-Caryn Cleveland - Product Strategy and Design, Netflix
The movie industry has been utilizing “previsualization” for decades to help create the shots for a film before anyone even arrives on the set. This design technique of building the world before you actually shoot the movie has lead to millions of dollars in saved costs and increased communication for teams. But the idea of previsualization isn’t just for the movies anymore — real-time technologies are enabling us to envision complex products faster than ever before. This session will help you find quick solutions to ideate effectively with your team and move ideas from post-it notes to products that your team can see and execute on together.

In this session;
  • Explore designing with voice and mixed reality to visualize an idea and assess its impact quickly in the real world
  • Discuss how artificial intelligence is helping find ways to predict solutions to business problems
  • Gain insight into how Netflix A/B tests to visualize its business and optimize its outcomes

Ann-Caryn Cleveland

Product Strategy and Design

Design thinking is a methodology commonly applied externally to develop new, delightful customer experiences. It can also be applied internally to drive process change. However, in order to inspire creativity, problem-solving and innovation in you organisation, your workplace culture needs to be considered. Can you use design thinking for this?

In this session, our panellists will discuss;
  • Does culture come from the bottom up or the top down?
  • What potential strategies can you use to design a culture?
  • How does workplace culture lead to creative outcomes?

Ben Crothers

Design Educator


Sarah Stokes

Strategic Design Principal


Scott Howard

Customer Experience Design Director


Hilary Cinis

Principal User Experience Designer and Design Group Leader
Data61 CSIRO


Selena Griffith

Engineering Scientia Experience Manager & Design Researcher

11:10 am - 11:30 am Speed Networking

An effective structured interactive session designed to help expand your network through one-to-one focused conversations. Bring your business cards!

11:30 am - 12:00 pm MORNING TEA

12:00 pm - 12:40 pm ADDRESSING RISK AVERSION: Addressing Risk Aversion in Large, Established Organisations to Drive Creative, Human-Centred Solutions

Anet Redmer - Service Design Lead, Qantas
Embedding design thinking may cause a fundamental shift in the way an organisation runs, which can be challenging for large organisations and government institutions whose focus often centres around risk-prevention instead of opportunity creation. This session will discuss strategies and processes to inspire creative leadership, co-creation and agility which at the same time lead to a return on investment.

  • Gain insight into how design thinking, implemented in the right way, can reduce costs in the long run
  • Hear about the challenges involved in implementing change within such big organisations
  • Discuss approaches to overcome these challenges with design thinking

Anet Redmer

Service Design Lead

12:40 pm - 1:20 pm MEASURING SUCCESS AND ROI: Assessing How to Address the Difficulties of Measuring Success and ROI from Design Thinking

Ben Crothers - Design Educator, Atlassian
Design Thinking involves harnessing logic and intuition to reframe and solve problems in your company. This requires time and patience before being able to capture ROI in a traditional sense. Hence, barriers may be posed when trying to gain funding and support for a project that does not necessarily set an end goal. Hear from the innovative software company, Atlassian, and how they are leveraging design thinking to drive new, creative outcomes.

In this session;
  • Discuss the unmeasurable benefits of design thinking, such as identifying bad projects early
  • Identify the tools and frameworks that can capture the ROI of design thinking
  • Gain insight into how to address the ambiguity surrounding design thinking

Ben Crothers

Design Educator

1:20 pm - 2:20 pm LUNCH BREAK

2:20 pm - 3:00 pm BALANCING DESIGN AND DOING: Assessing How to Balance Design and Doing to Maximise Potential for Success

Robert Lee - Principal Designer, Experiments and Incubation, NAB
Design Thinking as a problem-solving technique can take time before seeing tangible results. However, it also helps to eliminate risks before a product or solution is rolled out through deep thinking, assessment and prototyping. This session will address the challenges of trying to stay true to business function while designing for the disruptive trends and technologies that will change the industry.

In this session;
  • Assess how to ensure your team is impactful but still curious and adaptable
  • Gain insight into the importance of experimenting and scaling
  • Discuss how much research and design is actually enough

Robert Lee

Principal Designer, Experiments and Incubation

3:00 pm - 3:40 pm SCALING: Assessing How to Scale Design Thinking Across Large Organisations To Ensure Customer- Centricity

Patrick Visser - UX Design Lead, IAG
Design Thinking can be difficult to master, especially if it’s not the status quo in project management frameworks. However, when achieved, it can open the doors for innovative solutions that place your customer at the centre. In this session, hear from IAGwho are continuing to grow a human-centred design movement across their organisation.

In this session;
  • Identify the skills and capabilities needed for effective design thinkers
  • Discuss the importance of creating an environment where creative problem solving is encouraged
  • Explore how design thinking can lead to customercentric solutions

Patrick Visser

UX Design Lead

3:40 pm - 4:10 pm AFTERNOON TEA

4:10 pm - 4:50 pm NEXT LEVEL DESIGN THINKING: Understanding How ‘Next Level’ Design Thinking Helps to Problem Solve and Maximise Potential for Success

Michael Strelan - Head of Design- Factual Channels Group, Foxtel
Design Thinking, as a problem-solving technique, can take time before seeing tangible results. However, it also helps to eliminate risks before a product or solution is rolled out through deep thinking, assessment and prototyping. In this session, hear from an industry leader that understands the importance of research, proto-typing, planning and visualisation skills to identify potential risks to ensure that design thinking generates innovative and favourable outcomes.

In this session;
  • Gain insight into the importance of research
  • Understand the importance of making sure your hypotheses are validated prior to execution
  • Discuss the benefits of lean start-up (Budgets, Can-do approach, Anything is possible)
  • Techniques of planning and proto-typing – getting next level results without-out blowing your budgets

Michael Strelan

Head of Design- Factual Channels Group

Champagne Roundtable

This is your chance to make your conference experience truly interactive and collaborative. Delegates will be placed into groups to discuss the following topics interactively;

Roundtable A

4:50 pm - 5:30 pm Assessing how much research is enough for implementation

Roundtable B

4:50 pm - 5:30 pm Harnessing design thinking to future-proof your business

Roundtable C

4:50 pm - 5:30 pm How can design thinking improve your customer journey?

Roundtable D

4:50 pm - 5:30 pm Design thinking implementation strategies

5:30 pm - 5:40 pm Conference Closing- Remarks from the Conference Chairperson

5:40 pm - 5:40 pm NETWORKING DRINKS