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Friday, October 14
 

8:30am EDT

Welcome and Opening Chat
Speakers
avatar for Bob Thomas

Bob Thomas

President, UXPA Boston
Bob Thomas runs his own user research consultancy. Previously, he was Director of User Research at Liberty Mutual Insurance, where he worked for 12 years building a user research practice and managing a team of 10 user researchers and interns. His background includes user experience... Read More →


Friday October 14, 2022 8:30am - 8:45am EDT
Grand Ballroom

9:15am EDT

9:15am EDT

Host Intro to the "Design for Belonging" Track
Speakers
avatar for Amy Bucher

Amy Bucher

Chief Behavioral Officer, Lirio


Friday October 14, 2022 9:15am - 9:30am EDT
Republic A/B

9:15am EDT

Host Intro to the "Design in Society" Track
Speakers
RD

Rachael Dietkus

Founder, Social Workers Who Design, Social Workers Who Design


Friday October 14, 2022 9:15am - 9:30am EDT
Back Bay C/D

9:15am EDT

Host Intro to the "Strategy and UX Entrepreneurship" Track
Speakers
avatar for Susan Rice

Susan Rice

VP, User Experience, Workiva
Susan Rice leads user experience strategy, research, and design at Toast Inc., where the team is revolutionizing the restaurant industry to empower restaurants to delight guests, do what they love, and thrive. She has deep expertise in both B2B and B2C applications and is passionate... Read More →


Friday October 14, 2022 9:15am - 9:30am EDT
Independence

9:15am EDT

Host Intro to the "User Research" Track
Speakers
avatar for Meena Kothandaraman

Meena Kothandaraman

Customer Experience Strategist, Twig + Fish
With nearly 30 years of experience, Meena has consulted to emphasize the strategic value, positioning and practice of qualitative research in the design of product, space and service. Her experience spans multiple verticals, with companies who believe in the value of leveraging qualitative... Read More →


Friday October 14, 2022 9:15am - 9:30am EDT
Commonwealth

9:30am EDT

Designed to Grow: How to Manage and Retain Top Design Talent 
How might we maintain stability and grow our design org in a time of rapid change? How might we re-conceptualize design’s role in the 21st century?

Let’s design a support for designers. We must commit to equitable professional development and world-class design management across the organization.

Regardless of whether someone is a manager or an individual contributor, or whether they’re a designer, researcher, or content strategist, here’s how you can support, grow, and retain your design team:
  • Assess equitably using objective criteria, transparent ratings, and calibration
  • Enable sustained, personal growth through skills development and internal mobility
  • Support design managers by developing a baseline, making a plan, and making it specific to designers 

Speakers
avatar for Joyce Wong

Joyce Wong

Associate Director, Wayfair
Hi! I have over 14 years of UX experience at both start-ups and large companies in five countries around the world, and I currently work at Wayfair. I've improved the experience for online shoppers and am focused on supporting design managers. I'm also passionate about the intersection... Read More →


Friday October 14, 2022 9:30am - 10:15am EDT
Back Bay A/B

9:30am EDT

Your Team is Diverse! Now What? Five Principles for Moving from Diverse to Inclusive
Over the past decade, every historically white industry has had to examine their ability to attract, hire, and retain diverse talent. Design is no exception. In fact, it is a reflection of the rule. Many firms have been successful in their pursuit of building more diverse teams, but are they prepared for what comes next?

People of color are not a homogenous group with a single shared identity, but one thing we have in common is our lack of whiteness. That gap is filled with historical, cultural, and economic differences. Organizations are unprepared to respond to these differences, but they don’t need to be.

I will share stories from my own experience as a person of color, as well as stories from colleagues and friends to illustrate the deep, complex differences that act as invisible barriers to an inclusive workplace. These stories will illustrate the awkward discomfort generated by uncalculated organizational decision making. The consequences are unintended, but their effects are real.

I will conclude by providing five distinct principles to guide organizational leadership as they transition from becoming diverse to being inclusive. Each principle will build on the challenges described in the previous stories. I will also explain how they might play out in your organization.

Ultimately, the stories and principles will help you understand how to begin evolving as an organization with your newly diverse talent pool.

Do these challenges and promises sound familiar? Come hang.

Speakers
avatar for Jesse Flores

Jesse Flores

Senior Experience Strategist, Mad*Pow
Jesse has applied Strategic Design to a variety of roles, disciplines and ventures over the past several years. He currently leverages strategic design in his consulting work for Fortune 500 Healthcare and Finance companies at Mad*Pow. Previously he worked in higher education, consumer... Read More →


Friday October 14, 2022 9:30am - 10:15am EDT
Republic A/B

9:30am EDT

Design Mind: Mental Frameworks for UX Designers
Have you ever found yourself bound up by fear, and more than a little afraid to move your design forward?

Or have you ever felt like you’ve run out of fresh ideas, and all your attempts at innovation seem to be falling flat?

Or maybe you’ve had the opposite experience, where ideas are coming fast and brilliant, and now you’d love to be able to do that again and again?

If you’re like me, you’ve encountered these situations, and other mental stumbling blocks countless times in the course of your work as a designer. In this talk, we will examine the roots of these problems, and then delve into strategies and techniques that can help us overcome them.

While we’re all for helping users, who is helping us, the designers, keep our minds sane and our work productive?

Design Mind – Mental Frameworks for UX Designers is for us, the keepers of the flame, to help keep our spirits up and our happiness flowing.

This talk draws on several well-regarded books, which will be examined, as well as my own personal experiences as UX Designer, working in the trenches, for what seems like millennia.

Speakers
avatar for Matthew Belge

Matthew Belge

Principal UX Designer, Sophos
I have been a UX Designer for 30 years, serving in various local UX organizations since the mid-1990s. My focus has been on human centered innovation - helping people by listening and learning about them, and then creating better products based on that learning. With a background... Read More →


Friday October 14, 2022 9:30am - 10:15am EDT
Back Bay C/D

9:30am EDT

The (Happy?) Marriage of Experience Strategy and Marketing
A year ago, the author made an interesting career choice — moving from a world renowned strategic design agency to a fast growing integrated marketing agency. They had noticed a trend brewing and felt there was huge potential to apply their decade of human-centered design (HCD) experience to this space.

As they had a crash course in what it really means to be a contemporary marketeer, their suspicions were confirmed — HCD and Experience strategy has a huge role to play. Contemporary marketing plays an important role in shaping people’s perception and society itself, and the tools available to marketers to influence human behavior wield a lot of power. This is much too important to not interject thinking that is centered around what is good for people, retaining their agency and choice, and meeting marketing goals without user manipulation.

Additionally, Marketing stakeholders have huge stakes in projects run by their UX/CX peers and in some less design-mature organizations, are entirely responsible for digital experiences themselves. These scenarios should lead to better cohesive thinking across these domains.

So, all the experience they had with design research, UX, behavior change, transformation design, co-creation, service design and experience strategy — seemed relevant and ready to be applied in a new context.

Soon, they had developed a new vocabulary and started thinking about: authentic brands that deliver on their promise by way of great post purchase CX; service blueprinting in collaboration with CRM strategists as a means of orchestrating customer communication; personalization on public sites that helps move users forward on the sales funnel and is “not creepy”; the demise of third party cookies and providing users with meaningful value in exchange for zero and first party data. All of these require expertise in behavioral research and translating findings to actionable directives for marketing and UX functions.

Speakers
avatar for Priyama Barua

Priyama Barua

VP, Experience Strategy, MERGE
As a service designer, design researcher and experience strategist, her work affects the lives of many people and can change the strategic direction of large Fortune 500 member companies. She leverages a background in design, business and education, to create compelling experiences... Read More →


Friday October 14, 2022 9:30am - 10:15am EDT
Independence

9:30am EDT

We Have the Power: How Ensuring Every Voice Is Heard Impacts UX/CX Research and Design
As UX and CX researchers we wield amazing powers in the future design thinking and creation of really any product and service on the planet because we ultimately decide whose voices are heard. That's the realization a group of researchers came to after the horrific death of George Floyd. As humans and co-workers, they decided enough was enough and they needed to do something. Tackling a monumental issue like systemic racism can be overwhelming but sometimes, seemingly unrelated actions can be the first steps to a solution. In this session, we will discuss how ensuring every voice is represented impacts UX/CX research and design, and ultimately the world we live in.

You will learn:
  1. Insights into incorporating diversity, equity, and inclusion into research studies
  2. Methodologies to ensure equal representation, especially of marginalized communities in research
  3. Communication tactics for DEI results
  4. Action steps to incorporate DEI learnings into current and future projects

Speakers
avatar for Stephanie Orme

Stephanie Orme

UX Researcher, Key Lime Interactive
Steph Orme is a tech savvy researcher with a background in media and communications, with over 10 years of experience conducting studies on human behavior, with a focus on diversity and inclusion. She is globally recognized for her academic work in the video game industry and player... Read More →
avatar for Eugenio Santiago

Eugenio Santiago

SVP of User Research, Key Lime Interactive


Friday October 14, 2022 9:30am - 10:15am EDT
Commonwealth

10:30am EDT

To Become a UX Manager... or Not? 
As UXers look ahead in their careers, one common question they ask themselves is whether or not they should consider a management path or climb the ranks as an individual contributor. Like most things in UX, it depends…

Hear the experience of UXers at x company who have explored both paths, and are a mix of ICs and managers today. They’ll share their divergent experiences as well as considerations for why you might choose one path or the other based on personal and organizational dynamics.

In this panel discussion, we’ll cover:
  • What questions to consider in making this decision
  • Tradeoffs in management and individual contributor tracks
  • The role of player/coach
  • Evaluating your feelings about your current role
  • How pivoting may be the best thing for your career

Speakers
JB

Jillian Berger

UXR Manager, Workiva
avatar for Susan Rice

Susan Rice

VP, User Experience, Workiva
Susan Rice leads user experience strategy, research, and design at Toast Inc., where the team is revolutionizing the restaurant industry to empower restaurants to delight guests, do what they love, and thrive. She has deep expertise in both B2B and B2C applications and is passionate... Read More →
avatar for Alex Kim

Alex Kim

UXD Manager, Workiva
avatar for Dan Reineberg

Dan Reineberg

Principal UXD, Workiva
Dan has spent the better part of a decade designing in and around the Boston community. With experience designing across software, hardware and services, he has a proven track record for driving value for users and businesses alike and is dedicated to pushing great UX beyond the screen... Read More →
MR

Molly Rempe

Lead UXR, Workiva


Friday October 14, 2022 10:30am - 11:15am EDT
Back Bay A/B

10:30am EDT

Accessible Design and Inclusive Research at Scale: Tales of Wins and Whoas 
How do you integrate accessibility into your research and design process, and cultivate a culture of continuous learning?

Over the course of two years, we have helped shape and continue to build an accessibility process from the ground up. We’ve made mistakes, learned a ton, and want to share our wins and whoa’s in the hopes it will help others on their journey to accessibility. This work is never done, but by consistently trying with good intentions and learning from the people using our products, we can all work towards a more accessible future.

Overview: During this session, we will cover:
● Why accessibility is important
● Where we’re at today at our organization
● Where we want to be 3-5 years
● Our wins & whoas along the way

Speakers
avatar for Catherine Armistead

Catherine Armistead

Senior Product Design Lead, Wayfair
Hello! I am a UX designer with over 5 years of experience ranging from agency work to in-house. I work at Wayfair, with a focus on improving the customer experience for folks shopping for furniture and decor items. I love the collaboration, research, and ideation inherent in our field... Read More →


Friday October 14, 2022 10:30am - 11:15am EDT
Republic A/B

10:30am EDT

Interactions at Scale for Monitoring Air Quality 
What are some of the human-computer interface design challenges to be solved to enable citizen scientists to confidently monitor their local air quality? What does it mean to monitor air quality at scale?  What other impacts does scale have in designing data-intensive air quality monitoring experiences for consumers, especially when many thousands of sensors are located across six continents?

This talk will describe user experience design work to develop and launch an air quality monitoring product for citizen scientists and air quality enthusiasts.

In addition, this talk will cover some of the challenges faced in getting a new product to market while maintaining “ease of use” at the core of a growing product offering.

Speakers
avatar for Karen Donoghue

Karen Donoghue

Principal, HumanLogic
Principal Interaction Architect at HumanLogic, Co-Founder of Local Haze, the air quality monitoring app for iOS.


Friday October 14, 2022 10:30am - 11:15am EDT
Back Bay C/D

10:30am EDT

Group Mentoring
Speakers
avatar for Bob Thomas

Bob Thomas

President, UXPA Boston
Bob Thomas runs his own user research consultancy. Previously, he was Director of User Research at Liberty Mutual Insurance, where he worked for 12 years building a user research practice and managing a team of 10 user researchers and interns. His background includes user experience... Read More →


Friday October 14, 2022 10:30am - 11:15am EDT
Liberty B/C

10:30am EDT

Practical Design Strategy: Creating a Human-Centered Roadmap for Ambulatory Surgical Centers
Ambulatory Surgery Centers (ASCs) are a rapidly growing segment of the US healthcare ecosystem, enabling providers to perform same-day outpatient procedures in a safe and cost-effective environment outside the hospital setting. In 2018, ~5700 ASCs performed 23 million outpatient procedures and generated $35 billion in revenue. However, Electronic Health Records (EHRs) are clunky and ill-suited to the needs of these centers, causing many ASCs to turn to paper charts scanned into the EHR.

In 2021, a Product Lead and UX Lead were tasked to define a purpose-built ASC solution that enabled our clients to document surgical cases within the ASC, seamlessly sharing information between the patient’s surgical chart and their clinic chart. Through collaborative site visits, service blueprinting, and interviews, we:
  • arrived at a clear human-centered vision and roadmap for the product
  • coordinated across functions to align on strategy, scope, and resourcing
  • prioritized and validated a list of near- and longer-term requirements
  • built and socialized an investment case for resources
In this presentation, we will share the process we went through to arrive at a successful, human-centered product vision and roadmap. We will also share lessons learned, such as:
  • How do you build and maintain effective, impactful partnerships between UX and Product while crafting strategy?
  • How do you convey findings that engage an audience that ranges from C-level executives to sales professionals to scrum teams?
  • How do you maintain a human-centered lens while discussing product tradeoffs and prioritizing investment?
  • How do you stay in touch with the higher-level strategy while empowering the teams who have to take on the work to own the problem space?
Expect to leave the presentation with a few new tricks up your sleeve, some interesting lessons on stakeholder management, and a bit more information about surgery coordination than you thought you’d ever need.

Speakers
avatar for Dani Nordin

Dani Nordin

Product Design Strategist, Athenahealth
Design Systems, persona character sheets, Agile UX, design thinking, knitting.
LL

Lorie Lin

Product Management Lead


Friday October 14, 2022 10:30am - 11:15am EDT
Independence

10:30am EDT

UXR for Responsible, Human-Centered AI 
AI-enabled systems that are responsible and human-centered will be powerful partners to humans in the very near future. UX research (UXR) is necessary to create systems that people are willing to be responsible for. This talk describes the UXR skills and methods that are needed for proper data identification and preparation, bias identification, prevention of harm, human-machine interaction design and prototyping, and the critical oversight activities needed for dynamic AI systems to continue to be effective.

These UXR skills and methods support creation of AI-enabled systems that responsibly augment human abilities. AI-enabled systems that provide appropriate evidence of system capabilities and integrity will support calibrated trust (an individual’s balanced view of the risks and rewards of collaboration), and UXR informs what is appropriate in each context, how the AI system will augment the experience, and how the dynamic nature of the experience will be managed. This session will introduce each of these complex topics and provide references for further exploration of these exciting issues.

Speakers
avatar for Carol Smith

Carol Smith

Sr. Research Scientist, Human-Machine Interaction, Carnegie Mellon University SEI
Carol Smith has worked on improving interactions, and integrating ethics for humane experiences with artificially intelligent systems, autonomous vehicles, and other emerging technologies since 2015. She started her UX career over 20 years ago and now supports government and industry... Read More →


Friday October 14, 2022 10:30am - 11:15am EDT
Commonwealth

11:30am EDT

How to Overcome UX Leadership Nightmares 
Have you ever joined a concept review meeting only to find that the attendees forwarded the meeting invitation to 10 other colleagues you haven’t met?

Have you ever realized a bit too late that what you had been calling ‘information architecture’ your colleague understood to mean visual workflows?

As lead UX designers and researchers working for a consultancy, we’re often managing a wide set of internal and external stakeholders from multidisciplinary backgrounds and with varied understanding of and exposure to the design process. It can be difficult to engage and communicate with the team members in a manner that is efficient, achieves the necessary buy-in, and leads to successful outcomes for the user and business.

This talk aims to cover helpful tools, strategies, and considerations for addressing common challenges when managing the UX process for a diverse team. We’ll provide specific examples of challenges we’ve faced through project case studies, and ideas for solutions to avoid and/or manage these challenges when they arise.

These insights are intended to help lead UX designers feel empowered to manage the design process within their project teams and organization.

Speakers
JL

James Lee

Cambridge Consultants
AE

Adrienne Erdman

Senior Principal Human Factors Engineer, Cambridge Consultants


Friday October 14, 2022 11:30am - 12:15pm EDT
Back Bay A/B

11:30am EDT

How to Reduce Bias in UX
What do chatbots, conversational interfaces, voice UI, and digital experiences have in common? Bias. Voice UI works 13% better for male voices than female. Automatic soap dispensers don’t recognize dark skin.  These types of racism and bias exist in all sorts of digital products. The reason is clear: an algorithm, AI, or product is only as strong as the strategy, taxonomy, and user testing that creates it.

In order to develop user experiences that are delightful, they must first be unbiased. In this session, attendees will learn to reduce bias through the people they hire to develop products, and the ways in which teas test and create the initial content. We’ll review concrete tactics for developing unbiased products and user experiences.

Speakers
avatar for Marli Mesibov

Marli Mesibov

Lead Content Strategist, Verily Life Sciences
Marli Mesibov leads the Product Content team at Verily Life Sciences. She has been helping people understand doctors, hospitals, and health insurers for over a decade. Marli is a frequent conference speaker, a former editor of the UX publication UX Booth, and was voted one of MindTouch’s... Read More →


Friday October 14, 2022 11:30am - 12:15pm EDT
Republic A/B

11:30am EDT

Demystifying Accessibility Principles 
WCAG guidelines, levels of conformance, the many remediation techniques ... where do you start when learning about designing for accessibility? With the plethora of resources out there, it's easy to get lost. In our own learning journeys, we've used many sites and tools, internally and externally, that contained valuable content-and made our heads spin in the process. After wading through it all, we wondered: how might we make designing for accessibility more accessible?

To answer this for our own team, we facilitated a workshop to understand current challenges and created a simplified accessibility learning solution based on what we learned. We also realized that the issue of not knowing where or how to begin with designing for accessibility wasn't limited to our team, and that we could share our solution more broadly with other UX teams while getting feedback and improving it along the way.

Driven by our passion to increase inclusion in digital products, we're proud to share our learnings so that design teams everywhere can increase their accessibility knowledge and create inclusive products.

What you'll learn:
• How to incrementally bring accessibility to your design practice and team.
• Pain points and barriers from designers at our company.
• How to evangelize for accessibility with your teams.

What you'll take away:
• Approachable learning solution to implement accessibility in your products.
• Workshop format to teach your teams where to start with accessibility.

Speakers
avatar for Ketan Galhotra

Ketan Galhotra

Product Designer, Liberty Mutual
Ketan Galhotra is a Product Designer at Liberty Mutual and is working on various enterprise level applications. He, along with his teammates, volunteer in a company-wide digital accessibility champions group, working on initiatives like establishing a centralized location for employees... Read More →
avatar for Virginia Wood

Virginia Wood

Senior Product Designer, Liberty Mutual
Virginia Wood’s seven year career has primarily focused on consulting in the consumer space at companies such as IBM and Cantina Consulting. She has recently moved to internal design work at Liberty Mutual where her passion for accessibility is flourishing. Virginia brings a diversified... Read More →


Friday October 14, 2022 11:30am - 12:15pm EDT
Back Bay C/D

11:30am EDT

Ten-Minute Talks: Powering Better Insights with Atomic Research, There Are No Bad Ideas in Brainstorming But…, and Designing Technology for and with Foster Youth: A Case Study
Powering Better Insights with Atomic Research (Kanwaldeep 'KD' Singh Arneja)
User research is hard work, but completely worth it when we get to share that awesome final read-out. But so many researchers go through the motions of the research only to struggle with the tedious last mile trying to surface insights from the data. How do we make that a tad bit easier? Let’s explore how the Atomic Research approach might help.

There Are No Bad Ideas in Brainstorming But… (Elle Marcus)
You’ve most likely heard “there are no bad ideas in brainstorming." However, how many times have you been in a brainstorming workshop only to discover that many people (both experienced and new brainstormers) tend to break this rule? In my talk, I walk through a brainstorming workshop that empowers the quieter participants to speak up as well as keep the critics at bay. Meanwhile, this method preserves the spirit of wild ideas and allows for the evolution of ideas.

Designing Technology for and with Foster Youth: A Case Study (Ila Krishna Kumar)
In this talk, we will share our approach to designing technology for and with young people who have experienced foster care in Massachusetts. We will walk through the core considerations that have informed our methodology, inspired by trauma-informed design and design justice principles. We’ll also talk about the challenges and limitations we’ve encountered along the way, and what we see as areas for future growth.

Speakers
avatar for Kanwaldeep 'KD' Singh Arneja

Kanwaldeep 'KD' Singh Arneja

Senior Director, User Experience, Clarivate
KD Singh Arneja has been in the industry since 2003. While working with startups and mature companies, he has designed and delivered delightful products that have been the culmination of UX, Agile practices, and Design Thinking, all while working with high-performing teams.KD is currently... Read More →
avatar for Elle Marcus

Elle Marcus

UX Designer, InterSystems Corporation
Elle Marcus has been problem-solving since 2016 with her official design career beginning in 2020.  Previously a mechanical engineer, she debuted at the UX Boston Conference with her talk on the engineering lessons she brought into the design field. Since then she has worked in clean... Read More →
avatar for Ila Krishna Kumar

Ila Krishna Kumar

Graduate Student, Massachusetts Institute of Technology
Ila Krishna Kumar is a Master's student in the Affective Computing group at MIT Media Lab. Her work focuses on designing technology to support holistic well-being and collective care, especially for communities that are marginalized by mainstream tech and mental healthcare systems... Read More →


Friday October 14, 2022 11:30am - 12:15pm EDT
Liberty B/C

11:30am EDT

Personalization: Cutting Through Gimmicks for Business Impact
‘Figuring out personalization’ is often an aspiration or mandate from the c-suite. But does personalization represent a real opportunity to enhance the effectiveness of your organization’s digital products? Just because you can swap out the header on your website to match the region of the user accessing your website, should you? Or, because you have a good idea of your user’s preferred movie genres based on their viewing history, should you streamline their browsing options to those titles that match your best guess at their tastes? Maybe…or maybe not?

Personalization strategies and tactics that miss the mark often leave users more confused and frustrated than delighted. Worse so, they can leave a negative or intrusive of perception of your brand. We’ll provide a framework to determine if personalization has a role in your organization’s digital experiences or products, how to map personalization tactics to your organizational or business goals, how to consider and prioritize your audience segments, and how to measure the impact.

Speakers

Friday October 14, 2022 11:30am - 12:15pm EDT
Independence

11:30am EDT

Keep on Trucking! How to Perform Fast and Effective Concept Testing
After an ideation workshop it can be hard to know what to do next. This session will take you through a concept testing methodology that is fast and focuses on the right things to help your team prioritize and iterate.

Speakers
avatar for Mike Ryan

Mike Ryan

User Research Director, Liberty Mutual Insurance
Mike is a User Research Director at Liberty Mutual Insurance. He performs qualitative research to discover insights that inform direct sales UX and strategy. Mike has been working in user experience since 1995 for companies including Thomson Reuters, Trend Micro, HP, Staples, Welch’s... Read More →


Friday October 14, 2022 11:30am - 12:15pm EDT
Commonwealth

12:15pm EDT

Lunch
Friday October 14, 2022 12:15pm - 1:30pm EDT
Constitution Ballroom

12:30pm EDT

Lunchtime Table Topics
Friday October 14, 2022 12:30pm - 1:15pm EDT
Liberty B/C

1:30pm EDT

Design for Success as a Design Manager
As we come up through the ranks of UX we collect sharp tools enabling us to create products and services to deploy in the market.

Yet, the tools we use as designers are only sometimes translatable to leadership, where we are responsible for
building a team, driving business results, and the careers of our teams.

This session outlines how the practitioner's tools can be adapted and employed to make us effective in our role as managers, and when we need to learn and create new ones.

Speakers
avatar for Daniel Sundén

Daniel Sundén

Sr. Design Manager, Workiva
Daniel is user experience leader and strategist with a broad range of experience building omnichannel experiences, environmental design, software, and HMI products.He has grown and led numerous design teams worldwide, built products from the ground up, and delivered experiences that... Read More →


Friday October 14, 2022 1:30pm - 2:15pm EDT
Back Bay A/B

1:30pm EDT

Rethinking User Personas for Inclusion
Designers need a new framework for creating user personas -- one which emphasizes behaviors over demographics to be more inclusive and guard against biases.

In this session, attendees will learn the common pitfalls of typical personas and why they fall short. Then, attendees will be introduced to a better framework for creating personas and how designers can use this in their everyday work.

Speakers
avatar for Cindy Brummer

Cindy Brummer

CEO, Standard Beagle
Cindy Brummer is Founder and Creative Director of Standard Beagle Studio, a user experience design agency based in Austin, Texas.Founded in 2012, Standard Beagle has improved the UX for a variety of companies in industries that range from healthcare to ecommerce, B2B SaaS to performing... Read More →


Friday October 14, 2022 1:30pm - 2:15pm EDT
Republic A/B

1:30pm EDT

1:30pm EDT

Yes, You Can Use UX to Solve Any Business Problem! 
UX principles can be applied to solve any business problem! In this talk, we will walk you through how we approach any problem from a behavior design lens. A behavior design focus means going beyond the traditional double diamond model. It means truly engaging your clients and their customers – identifying systemic thinking, ways of working, any cognitive bias, and things that have worked well (or not) in the past.

Once we understand how best to engage our clients, we do stakeholder and behavior mapping, and customize our approach accordingly, ultimately helping us reach the desired UX outcomes.

We will walk you through a case study where we created a new brand identity for a multi-billion-dollar technology company using behavior design principles to craft a unique UX approach. We coupled that with the art of brand design and the science of neuroscience-based testing to create a winning brand.

This case study around branding is an area typically not approached with UX and behavior design. Through it, we’ll show you how to identify biases and apply behavior design principles, using design and neuroscience-based testing – an approach you can apply to any business challenge you may face.

Speakers
NG

Neeta Goplani

Co-Founder, Circle & Square


Friday October 14, 2022 1:30pm - 2:15pm EDT
Grand Ballroom

1:30pm EDT

Content Isn't a Word: A Team Approach to UX Writing
Odds are, you’ve never walked out of a movie theater and thought to yourself, “that was some great content.”
But in our professional lives, we refer to everything as “content.” Articles, videos, designs, user flows, podcasts, you name it. The UX world, in particular, has an unhealthy relationship with the idea of content. We’ve moved away from helpful and engaging and started writing like we have quotas to fill. It’s time for a more critical approach to writing, editing, and determining what content we put in front of our users. This isn't a job for content strategists alone.

Agile squads and UX teams can start adopting new methods of democratizing the content creation process. Despite the aversion so many UXers have to the thought of writing, we should think about content as so much more than the written word. How we construct user flows and digital experiences gives us ample opportunity for better, more human content.

Is there space for creative, spirited content in a world of extreme competition and limited focus? If there is, it's the responsibility of designers, writers, and researchers to find it.

In this talk, Lou will examine the disconnect between UX content and consumer expectations. Filled with survey data, interviews, and case studies, this presentation will be a must for UX professionals.

Speakers
avatar for Lou Cimaglia

Lou Cimaglia

Principal Content Strategist, Fidelity
Lou Cimaglia was elected high school class president in 2005, and his career has really taken off from there.As Principal Content Strategist at Fidelity Investments, Lou is immersed in the daily work of creating better experiences for customers and believes that rigorous work doesn’t... Read More →


Friday October 14, 2022 1:30pm - 2:15pm EDT
Independence

1:30pm EDT

Enter the Experience Map Multiverse
Stop journey mapping and start universe mapping
How linear is a customer experience? We often think of customer journeys as step-by-step processes, but in an evolving digital landscape, experiences are layered with unpredictable factors.

It's time to take your experience mapping to the next level. With universe building, you will have the framework to better understand experiential nuance and uncover new ways of identifying opportunities for technology interactions based on triggered behaviors and situation fluctuational components. From the perspective a visual storyteller, rethink the way you look at mapping data and ponder the question “what if?””

This session with give attendees a new framework to break down findings, and map out a multi-faceted customer experience map of profiles, journeys and discovery work to get past tech talk and visualize the opportunity space. This session will provide inspiration for ways to visualize complex data, share real-world examples of how and when to use experience maps, and learn new ways of enriching customer understandings.

Speakers
avatar for Lisa Vissichelli

Lisa Vissichelli

Head of Design, Incite Global
Lisa is a visual design strategist. She takes brands to the next level by transforming research insights into compelling visual stories and data-driven designs. Working with Fortune 500 companies, she brings a wealth of experience translating executive vision into comprehensive design... Read More →


Friday October 14, 2022 1:30pm - 2:15pm EDT
Commonwealth

2:30pm EDT

On Servant Leadership for Enterprise UX: My User-Centered Career Journey
I came out of my graduate studies with an MFA, a prolific design thesis, and a new-found confidence in who I was and what I could offer the world through User-Centered Design — and I felt positioned to take my career to the next level. Eyes on the prize. Director of UX or CXO, here I come.
 
4 jobs in the short span of 2 years later, I suddenly came to realize that I still had some serious self-work I had to do that goes beyond the years of industry experience or the level of schooling I might have achieved. And that is where my journey to Servant Leadership in UX began.

Speakers
avatar for Lou Susi

Lou Susi

interdependent artist and user experience design consultant, lou suSi DESIGN
Lou Susi is an accomplished designer focused on ux, leadership, design education, curation, performance, dynamic media, humor and cyberSurrealism.


Friday October 14, 2022 2:30pm - 3:15pm EDT
Back Bay A/B

2:30pm EDT

Design Archetypes: A Humanized Approach to Accessibility and Inclusivity
A case study discussing a series of accessibility and inclusive design Archetypes for use during early stages of project development.


Friday October 14, 2022 2:30pm - 3:15pm EDT
Republic A/B

2:30pm EDT

Busting the Stress of Bank Credentials: Designing to Minimize Anxiety and Build Trust
“Your account is locked due to unusual activity. Please follow the link to update your account. http://chazebank.cb.com - Chaze Bank”

Does this message create a hint of concern, or possibly even anxiety? You're not alone. With the growing convenience of digital banking, so has the number of online frauds. Although there are many security systems in place today, are the users fully confident about the safety of their bank credentials? A product that deals with bank information should be intentionally designed to minimize the user’s anxiety and instead focus on building trust - the burden should be shifted from the user to the system. The question is: how can designers enable this shift?

In this presentation, we will present a case study of our work and the lessons learned by designing offerings in the finance realm. We will address the importance of trust and anxiety in the finance space; how we assessed trust, anxiety, and other human factors; how we designed to minimize anxiety and build trust, and what our important learnings were.

Speakers
avatar for Revanth Krishna

Revanth Krishna

Hi! I'm a Product Designer and I design to create value. I design meaningful, valuable, and delightful experiences for humans. I recently completed my MS in Human Factors in Information Design from Bentley University, Greater Boston. I have designed at Wayfair, SAP Labs, and also... Read More →


Friday October 14, 2022 2:30pm - 3:15pm EDT
Back Bay C/D

2:30pm EDT

Follow the User "Meaningfully”, and Product Growth Shall Follow
Have you wondered how can cross-functional teams balance between maximizing value that users derive and business growth leading to win-win situations? This talk dives into the recipe of a strategic mixed methods case study that inspired Product Led Growth (PLG) at [Company], a password manager used by 2 million+ users, thus allowing our users, internal teams, and business to win. As per PLG framework[5], the product experience is designed to generate higher user satisfaction and increased advocacy, which in turn drives compounding growth of new user acquisition.

A new team was tasked with accelerating user growth and revenue in a classic scenario where “Who a product was built for” (IT Admin) is slightly different from “Who is using it” (Everyone). This case study details how User Research and Data Science partnered to advocate for ‘who we build for’ in a numbers-centric organization. The secret sauce followed here is “Inspiring vision with Qualitative insights, Expediting research application with Usage and Quantitative insights”.

This project highlighted how an underserved group of customers aka “lean back” [1] whose needs weren’t being met by more technically driven messaging and feature sets that typically catered to technical and security conscious users, aka “lean in”. Discovering the right audience impacted the Targeting, Messaging, & Product strategy ultimately leading to measurable growth.

This case study details the mixed methods 6 step recipe across the user research lifecycle leading to Product Led Growth.

Research Execution
  • Getting initial research buy in and enabling a diverse recruit by leveraging Usage data
  • Pivoting to ‘meaningful’ Qualitative research analysis leading to accurate personas
  • Validating the personas using Quantitative Research at the right time
Socializing Research
  • Humanizing Qualitative insights by creating a visionary value framework
Research Application
  • Leveraging ‘Hooked’ Behavior Design framework[2] to apply insights
  • Measuring impact and growth


Speakers
BB

Braden Barrett

Experience Researcher, LogMeIn


Friday October 14, 2022 2:30pm - 3:15pm EDT
Independence

2:30pm EDT

Think People First, Solution Next
Got patience for researching patients? Understanding and prioritizing needs can be challenging, especially when it comes to patients. Solutions are often overly complex and  having thrown everything in the kitchen sink without prioritizing patient needs.

Creating inclusive solutions to new technologies requires overcoming all kinds of hurdles, from disease-assumptive stereotypes to understanding how technology can fit into their daily lives and support their relationships with HCPs. This has never been more relevant than when looking towards new modes of interaction such as cuffs, inhalers and wearable technologies.

Ethnographies are a powerful way to break down a patient’s needs in context– especially when approaching a new technology solution. Understanding the foundations of discovery research is key to a strong patient narrative so you understand who your patient is and how to build solutions for them.

This talk will give attendees a framework to approach tricky persona types, and guidelines for multi-faceted persona profiles, journeys and discovery work to think people first.

Speakers

Friday October 14, 2022 2:30pm - 3:15pm EDT
Commonwealth

3:15pm EDT

Afternoon Break
Friday October 14, 2022 3:15pm - 4:00pm EDT
Constitution Ballroom

4:00pm EDT

Building Your Platform as a UX Leader
Learn how to navigate the transition from senior individual contributor to management and leadership by developing an individual platform of leadership that will help you to set your priorities and make difficult decisions.
 

Speakers

Friday October 14, 2022 4:00pm - 4:45pm EDT
Back Bay A/B

4:00pm EDT

Inclusive Research Practices for Early Design Studies 
Creating inclusive research practices – especially for early-stage design studies – requires researchers to examine our methods and consider how we can make the studies themselves accessible to disabled participants. In this session, follow researchers through the process of recruiting people, designing accessible stimuli, and conducting research sessions. Through each phase, learn best practices for inclusive research on hardware and software designs that can be applied in your own work.

Speakers
avatar for Gary Aussant

Gary Aussant

Director, Digital Accessibility Consulting, Perkins Access
Over my 25-year career in UX and accessibility consulting, I've helped numerous Fortune 100 companies including Bank of America, Microsoft, Google, Facebook, eBay, General Motors, Transamerica, and Twitter embrace inclusive design methodologies. I specialize in employing design thinking... Read More →


Friday October 14, 2022 4:00pm - 4:45pm EDT
Republic A/B

4:00pm EDT

The Design of Design Education: A Panel Conversation 
In 2022, Design Education comes in an increasingly wide variety of forms, shapes, and sizes — ranging from the more traditional accredited degree-based education in a university setting to online-only certificate programs offered up by Google through Coursera to the bootcamp intensives of General Assembly and beyond.

How do these various approaches meet the learning needs for new designers-in-the-making? And how will Design Education continue to Design Itself to help set up fresh new talent coming into UX and other disciplines in the Design Industry to be our New Creative Design Leaders of Tomorrow?

Speakers
avatar for Lou Susi

Lou Susi

interdependent artist and user experience design consultant, lou suSi DESIGN
Lou Susi is an accomplished designer focused on ux, leadership, design education, curation, performance, dynamic media, humor and cyberSurrealism.


Friday October 14, 2022 4:00pm - 4:45pm EDT
Back Bay C/D

4:00pm EDT

Impacting Product Strategy with User Research
A common issue in software product organizations is that user researchers report findings and recommendations, but many are not implemented. Why is that? Two main reasons are that the recommendations may not be consistent with business goals or technology or resourcing constraints. Another reason is that the product team may not understand the potential business impact of the recommendations.

To overcome this, we researchers need to become better influencers. We need to ensure that we do the right research, at the right time, and collaborate with product managers to jointly identify product recommendations that impact business metrics. In other words, we need to become leaders in our organization, advocating for how a smooth user experience can improve our business’ bottom line.

This isn’t only the job of the Research Director or the VP of User Experience. Researchers and designers at all levels are involved in cross-functional team discussions and have opportunities to influence the product direction. So, how do we do so?

This talk will cover several steps to increase your personal influence regarding product decisions, regardless of your job level. We will cover key topics including:
  • Establishing effective working relationships
  • Improving communication about research throughout the organization
  • Understanding the relationship between user experience and product strategy
  • Shifting research activities to be more strategic

Speakers
avatar for Susan Mercer

Susan Mercer

Director of User Research, Tripadvisor
Qualitative user research geek. Interested in moderating objectively, and using lesser-known qualitative research methods to their best effect.


Friday October 14, 2022 4:00pm - 4:45pm EDT
Independence

4:00pm EDT

The Diverse Seven: Data-Driven User Profiles for AI
User profiles can effectively capture who the target users are, their key motivations and behaviors. Good user profiles help development teams empathize with users, and lead to better designs, both useful and easy to use. Our talk will demonstrate a case study where seven diverse user profiles for AI were created, reflecting users who utilize development tools in their science and engineering applications of AI. We will cover three UX Research phases in our work, spanning from design, validation, and roll-out of the user profiles within our organization. We will discuss how we used data-driven methods to build the user profiles upon a deep understanding of real-world users. We will also share how we communicated the user profiles to our teams in an engaging and memorable way. We will finally showcase how the user profiles helped our developers empathize with users and think more clearly about user goals and pains. Attendees will walk away with insights on what user profiles are, and ideas on how to create, evaluate and use them to create better products. We will also share practical tips and tricks of engaging stakeholders in the process and hosting co-creation sessions using tools like Miro.

Speakers
avatar for Qifang Bao

Qifang Bao

Senior User Experience Researcher, MathWorks
Qifang is a Senior User Experience Researcher supporting software products that have more than 4 million users worldwide. She utilizes qualitative and quantitative methods in user research and promotes data-driven user experience research. She collaborates with cross-functional... Read More →


Friday October 14, 2022 4:00pm - 4:45pm EDT
Commonwealth

5:00pm EDT

And Don't F it Up… Avoiding Common Pitfalls and Mistakes in Making Accessibility a Part of Your Organization's DNA 
As accessibility has become more visible, important, and part of more UX development processes and organizations, the most common ways and methods used to ‘sell’ and implement accessibility practices and an accessibility-centric culture have failed in most organizations.

Our goal is to examine the common pitfalls, traps, and failures and give suggestions on how to make accessibility part of your organization’s ‘DNA’ on a long-term, continuous, and repeatable basis.

Speakers
avatar for Mike Ryan

Mike Ryan

User Research Director, Liberty Mutual Insurance
Mike is a User Research Director at Liberty Mutual Insurance. He performs qualitative research to discover insights that inform direct sales UX and strategy. Mike has been working in user experience since 1995 for companies including Thomson Reuters, Trend Micro, HP, Staples, Welch’s... Read More →
avatar for Chris LaRoche

Chris LaRoche

Principal User Researcher & Sr. Lecturer, Liberty Mutual & Northeastern University
Chris is a Principal User Researcher at Liberty Mutual Insurance.Chris previously worked at MIT, where he spent a decade building and running an internal UX consultancy focusing on user research. Over his career, Chris has worked as a technical writer, information designer, consultant... Read More →


Friday October 14, 2022 5:00pm - 5:45pm EDT
Back Bay C/D

5:00pm EDT

Are You Hallucinating? Using Idea Incubation to Breathe Life into Your Vision
As Thomas Edison said, “Vision without realization is just hallucination.” So many wonderful sparks tend to fizzle because they do not get the right amount of wind. What if we had a pool of thoughts and were able to pull one out when we need to work on it? Incubating ideas is crucial to creativity. Design incubation is a practice that helps UX designers redefine human interactions and discover hitherto unmet human needs. Needs that evolve in the ever-changing landscape of social trends and technologies.

Speakers
avatar for Pallavi Nagesha

Pallavi Nagesha

Senior Documentation Manager, Amazon Web Services
I am a senior manager focused on creating a safe collaborative environment encouraging exploration and innovation. I encourage my teams to model a growth mindset with all conversations. I am experienced in change management strategies and establishing order from chaos. I am committed... Read More →
VF

Vendula Ferschmannova

Technical Communication Professional


Friday October 14, 2022 5:00pm - 5:45pm EDT
Independence

5:00pm EDT

Moving the Needle on Diversity in User Research 
During a usability study, we realized that majority of our participants were in North America and Europe while our products are used across the globe. This led us down a path of gathering information on our current participant demographics and learning about industry best practices for inclusive UX. We engaged with our company’s DEI group to come up with a set of unbiased and inclusive demographic questions to get a better understanding of our participants. We also setup a process to responsibly collect and store this information. In this talk, we will share details about our journey, lessons learned and our future plans.

Speakers

Friday October 14, 2022 5:00pm - 5:45pm EDT
Commonwealth

6:00pm EDT

Cocktail Hour and Networking
Friday October 14, 2022 6:00pm - 7:00pm EDT
Constitution Ballroom
 
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