Agenda

Personalisation is a fundamental tool to providing the optimal customer experience, generating more sales, and increasing customer retention. We all heard about the value of personalisation before, yet how many of us are actually doing it optimally and really serving the customer needs?
Nadia will talk about Moonpig’s approach to making user experience personal and will share the challenges that came across Moonpig’s way.

To Andrew, data is the most valuable aspect of UX research, but what happens when there is too much data? In this session, Andrew will talk through creating a new process for consolidating, prioritising and validating data on a case study of creating a digital solution for one of the worlds largest event venues.

He will touch on the importance of:

• the discovery process is in your research
• learning how to truly analyse data
• prioritising when there’s too many stakeholders, too much data and no focus
• how this practice has allowed the team at Realife Tech develop their personalisation machine - a capability now necessary for all their clients

The data in your application has massive value and the need for data-driven insights is increasingly important to your customers. How do you keep your product relevant to your end-user and at the same time maintain competitive advantage?

Charles Caldwell, VP of Product Management at Logi Analytics discusses the key considerations on the impact a robust analytics layer can have on user engagement and on what you need to do to build analytics for the future.

Zalando's vision is to be the starting point for fashion. We seek to have a loyal following, having deep relationships with our customers. In order to have such a connection with customers and to play a bigger role in their lives, we realize that fashion is a quite emotional topic: what we wear affects the way we feel. The presentation explores how the Zalando brand has been evolving becoming more "distinct and remarkable" over the last 12-18 months.

Note the video ad for Zalando at the end is under copyright and cannot be published, it is available here; https://www.youtube.com/watch?v=DmrtJdOQ5pM&ab_channel=UXDX

I am no expert on the subject of Design Systems but what I am, is bilingual. I grew up in graphics and design was my first language. I moved to development and lived here long enough to start dreaming in code.
What I am is an interpreter fast becoming adept at catching the subtle nuances easily lost in translation, acting as a go-between when designs are switched to code. Focusing on my team's journey on creating the spacing for Zoopla's design systems. I will touch on the:

• communication challenges between design & engineering
• the skills I used to be the bridge between both roles
• process in creating a shared language between the product team, and
• any future improvements I can foresee

Part of the success of a cross-functional team is the ability of each member to be T-Shaped. But how can you encourage continued up-skilling when your business is scaling.
In Seccl, Amy has established Skills Exchange Session, a peer-to-peer learning scheme that is free, valuable and empowers your teams. In this session, Amy will touch on:

• The successes of peer to peer learning;
• The challenges of this type of learning; and
• How you can enable these sessions in your own workplace

Over the past decade, a lot of organisations have moved their business models from products to services in order to better serve their customers' end-to-end needs. Many organisations are still grappling with this shift and what it means for their product teams, to create and deliver the best products and services.
How do you get your organisation to move from product silos and towards end to end service thinking?
Jason Bootle, Service Design Manager at Babylon, will provide you with the wins and red flags that have arisen throughout his journey helping to align senior leadership around the end to end Babylon experience. In this talk, Jason will discuss:

• How they have structured the organisation around service thinking
• How design outputs can align and empower people in your organisation
• How working in partnership with senior stakeholders you can realise your vision and deliver the best experience for all users

There's an art behind happy and efficient teams and it's called DesignOps. Several studies demonstrate that designers spend up to 60% of their time doing non-design work.
But do you know where your team is spending their time instead of working on doing great design? Have you ever thought to measure your teams' inefficiencies?
DesignOps is the facilitating function that supports design teams to scale by improving ways of working, x-functional collaboration and processes so that designers can focus 100% on doing design.
This talk, based on first-hand experiences and learnings, will focus on key best practices to help position DesignOps at the right altitude, identify the right allies, and assess design teams’ performance and opportunities.

What if you're working on a product where ease of use for users might actually not be the best thing for them? What if adding frictions is not just important, but essential? Where do you even begin to start designing then?

In this talk, Jane will share the ups and downs of working with the security team for a banking app, as well as learnings she has experienced so far..

Software needs to be released early and often AND it needs to be thoroughly tested. But in life sciences, customers are responsible for verifying every upgrade of your software. How do you reconcile your need for fast learning and feedback with the burden that each release puts on your customers?

In this talk Kevin will cover:

• The multiple levels of validation required in life-sciences software
• The technical challenge of automating validation at each level
• How to ensure regulator approved quality with multiple autonomous teams and codebases
• Getting buy-in from the developers, internal QA, customers and regulators

One of the most effective ways of turning data into insights that can improve the customer experience is through experimentation. An Experiment Canvas offers a disciplined approach, forcing you to clarify your hypothesis, determine the risks associated, and set up a test that can validate your hypothesis within parameters like a time frame or with a segment of customers. It also provides a template for capturing results and next steps. And it’s easily shareable with others on the team.

Outcome
Attendees will walk away with;

• Tools and tips to implement into their organisation
• Detailed experience working on the Pendo platform
• Get the opportunity to collaborate with attendees from other organisations for better insights
• Exercise to brainstorm with your team on how the onboarding experience can be automated in-app

"Everything is priority 1! It just won't work without everything... We've all been there with demanding stakeholders and a complex product. But the good news is that there is always a way to break down complexity - it just requires a new way of looking at things. In this workshops we will:
1. Define complex problems and why breaking them down is hard
2. Cover a framework for breaking down products
3. Take an example problem from idea to iterations
4. Focus on the importance of multiple solutions - don't get locked in early"

Too often we start our projects with a brief and vague direction, and without even understanding what our stakeholders really want. Sometimes they don't really know, either! In this workshop, Creative Director Cindy Brummer will guide you through a vision session, what it is, why you should run one and how a vision session can align the product and keep everyone focused on the project.

This session will understand how to:

• Identify key stakeholders early
• How to setup alignment early
• Running a vision session - Stakeholder Journey Mapping
• Mitigating risk: How to avoid conflict and consequences

Working as part of the global strategy for Google products can have its challenges but its successes can be seen through how the products have adapted to work across very different locations, cultures, languages, etc. Leonard, Global Products Lead for Google, has spent many years delivering high impactful products globally. Through this experience, he has built a framework to help other PM continually makes their products EPICC through; Execution, Prioritization, Curiosity, Communication and Influencing Others.

In this talk, Leonard will draw on his personal experiences throughout his career to share insights on:

• Tools to tuning your impact radar
• The types of impact you can have
• Top tips to implementing his framework in your own work

How we turned the customer journey map into a focal point for cross functional collaboration for product innovation generation, product and technology planning and commercial launch.
In this session, Mall will talk through her experiences on how she has used customer journey and service blueprint mapping to shift cross functional teams around shared idea generation, product planning, backend renewal planning and overall product innovation.
She will touch on how she has used the customer journey map as a;

• Process for business design
• Starting point for the backlog planning, for service planning and commercial launch; and
• Tool to coordinate complex service design coordination and the project status across a large organisation

As the VP for Design & Customer Experience, Tristan oversees multiple teams with one obsession: blur the lines between Product, Brand and Marketing.
His superpower: a Product Design Framework
In this talk, Tristan will share the rationale and specifics of the BlaBlaCar's Framework that drives cross-functional team alignment, project progression rhythm and a cohesive end-to-end experience.
He will touch on:
• What's so great with a cross-functional Framework
• BlaBlaCar's Framework steps and special features
• Learning and challenges to rollout a Framework

Transforming your product organization from output-focused and top-down project-based teams to innovative and high-functioning product teams is challenging. In this case study, Vanessa will share Takeaway.com's journey on how user research served as the foundation to enable continuous discovery and evidence-based decision-making for her product team. She will touch on:

• How do you create a culture of continuous improvement and solving user & business problems?
• What principles and foundations do you need in place to enable real discovery?
• What are the common challenges and pitfalls, and how do you overcome them?
• Any future improvements she can envisage for her team.

Have you ever been to a product meeting negotiating to track the success of your undertaking, when the executive team enthusiastically suggested to just give this task to someone else, more familiar with numbers? Or on the contrary, are you expected to build dashboards for every interaction, but you just don't know where to begin?

Bring on your space suits, we are going to do some exploration. UX designers are famous for wearing many hats - we can be artists, business consultants, workshop facilitators, researchers, etc. The hat of the UX data analyst sits just as well. More importantly, tracking the success metrics of your product can be easy and fun with just... some guidance.

So, come and learn how to begin implementing success metrics for your product (no matter where in your product lifecycle you are), how to speak the language of your stakeholders when talking analytics and how to see past the many faces of data, when interpreting your results. Buckle up, we have a lot of fun exploring to do!

• You will discover the dynamic nature of data and how to navigate it to your advantage.
• You will learn how to best pick and choose the relevant UX metrics for your design product.
• You will be equipped with a step by step guide on how to start UX analytics practices in your team/company and become the go-to person (if you like).

We've all heard it. The best UX research method is the mixed-method. By combining both qualitative and quantitative data the better you can understand your users. Is there such thing as too much data?

In this session, Alina will talk through how to manage your user insights to tangible actions and plan for your team. She will talk through:

• How in Allegro user insights is collated through research, big data and behavioural sciences but what happens next;
• How to prioritise your data/insights;
• What challenges can you encounter and how to solve them; and
• What best practices she uses to ensure the team is aligned in understanding these insights.

This workshop explores and introduces you to serverless APIs. You will use AWS services to design and implement an asynchronous serverless API, accounting for relevant aspects like decoupling, reliability, performance and failure management. Join this workshop and learn how to choose the right AWS services but also how to optimise for both cost and performance. Through hands-on practice, this workshop will provide you the essential skills to bring serverless APIs into your own applications.

Basic knowledge of AWS is recommended.
You will need access to an AWS account (all workshop activities fit in the AWS Free Tier).

The workshop leaders will use the AWS Cloud9 environment, so you don’t need any installations or configuration on your local machine except for an API client (curl, Postman, JMeter or other)

In our workshop we’ll start off with a working session on organizational goals. We’ll focus on how to create good OKRs and where they sit in the organisational strategy but will be widely applicable to most organizational goal setting.
We’ll then move into developing practical knowledge on how to prioritize against OKR initiatives with a few different prioritisation frameworks. Our workshops are designed to mix best practices with how orgs tend to actually function so expect to be able to put learning into practice right away.
Key takeaways:

• How to kick start the creation of good OKRs,
• How to prioritize initiatives, projects & tasks

Finding, fixing, and preventing accessibility issues doesn’t have to be hard. It can actually be quite easy for dev teams to make a big impact. In this workshop, you'll learn useful tips and tools on how to catch a significant majority of accessibility issues on your website with just a little more effort. Our trainer will guide you through interactive exercises focused on giving you practical experience integrating accessibility into the development process and helping you build your accessibility problem-solving skills.

In this workshop, you’ll learn:

• A review of key testing techniques: automated, guided & manual
• An intro into fixing the most common accessibility issues
• How to sustain an accessible website as you scale
  This workshop is open to anyone but will benefit Front-End Developers, UX Engineers, Designers of small to large organizations who are interested in accessibility testing and improving their products and sites.

Do you ever feel like you are going in circles trying to convince management to adopt a new tool or technique? While everyone says they are looking to make things more efficient this means different things to different people.

Agreeing on a Way of Working vision, and the principles that underpin it, helps teams to decide on, and get buy-in for, the best changes to make.
In this workshop we will cover:

• The different interpretations of efficiency
• The principles behind modern software development
• Defining a vision that incorporates those principles
• The best way to identify and implement improvements