Olivia Lucas is a Service Designer at Electronic Arts, where she helps solve complex problems by translating human and business needs into clear strategies for products, services, and experiences, with a focus on measurable outcomes. She blends research, systems thinking, and collaborative facilitation to move teams from ambiguity to aligned action, drawing on over a decade of experience in both the private and public sectors. Olivia holds master’s degrees in Interaction Design from Domus Academy and Applied Sociology from the University of Alabama at Birmingham.
Upcoming Talks
12 May 2026
Electronic Arts transformed its product-centric roadmaps into experience journeys with the Experience Atlas, a measurement and orchestration framework aligning design, research, data science and operations. In this session, Andra Bond shares how “evolution mapping” helped EA coordinate across teams, unblock delivery and elevate customer experiences in identity, loyalty and support. Expect candid insights, real examples and actionable frameworks you can apply in your own organisation.
Key Learnings:
- Mapping an end-to-end Experience Atlas and defining measurable journey start and stop points
- Running evolution mapping sessions that align design, product and operations on shared outcomes
- Building cross-functional measurement models linking experience KPIs to business goals
- Preparing operations and resources in parallel with product delivery to prevent launch friction
