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Wednesday, October 20
 

1:00pm EDT

Workshop: Creating the Future of Financial Services
The past year and a half has taught us that preparation, resilience, and agility allows us to pivot and bring new solutions to market quickly while also focusing our long term strategy on what matters most are all key. In a system mired by frustrations, complexities, regulations, and shifting priorities, we have no shortage of obstacles to overcome. We also are aware of the real and present opportunity in front of us to fundamentally improve people’s lives. 
 
Futures thinking and strategic foresight are tools we can use to lead discussions exploring what “future finance experiences” might look like while also determining potential implications around “how” we will arrive there.
- How do we best guide our organizations to manifest a desired future state? 
- How do we react to current trends and signals of where things may head in the future? 
- How do we appropriately prepare for various potential future events? 
- How do we acknowledge the weights of history that are currently keeping us from changing?
- How can we create a vision of the future that is so strong that we can’t NOT go there?

We will lead the group in a discussion that starts by acknowledging the weights of history and how things “have always been.” We will then look at the near term we can examine trends and events today that are helping shape the future tomorrow. Lastly, we will work together to define and create a vision of the future that is strong and compelling, something that we are drawn to and excited by. 
 
Join us, and leaders across the financial ecosystem on this important journey, as we collaborate to understand and define the future of finance that we would like to see.

Speakers
avatar for Nedret Sahin

Nedret Sahin

Senior Experience Designer, Mad*Pow
For Nedret, humans are the best part of human-centered design. Her fascination with people and their behavior led her to experience design and strategy, a perfect fit for her endless curiosity and desire to learn.Nedret comes to Mad*Pow with a B.S. in Marketing, Information Design... Read More →
avatar for Jesse Flores

Jesse Flores

Experience Strategist, Mad*Pow
Jesse Flores is a self-described comprehensivist -- someone who thrives when working on project-based work. To Jesse, design offers the tools and approaches to remake the world in ways that better serve everyone, rather than the few. Accordingly, he’s passionate about getting good... Read More →
avatar for Martin Davis

Martin Davis

VP, Experience Strategist, Mad*Pow
Martin has worked extensively in all manner of design – from physical to digital design. His passion for designing new things drives him to continue to expand his skillset. Throughout his career, Martin has gone from fabrication, to exhibit design, to experience design, to strategy... Read More →
avatar for Liz Possee Corthell

Liz Possee Corthell

Experience Strategist, Mad*Pow
Liz got into the world of design because she had a passion and desire to improve the world. She began by studying environmental design and social sustainability at the University of Massachusetts, then moved on to earning her MFA in industrial design at Savannah College of Art and... Read More →


Wednesday October 20, 2021 1:00pm - 3:00pm EDT
Virtual Platform
 
Thursday, October 21
 

10:00am EDT

Opening Address: State of Design in Financial Services
Speakers
avatar for Ethan Drigotas

Ethan Drigotas

FXD Chair and Business Development Director, Mad*Pow
Ethan Drigotas is a Business Development Director at Mad*Pow, where he focuses on developing creative design solutions for clients in financial services. In that role, he’s passionate about driving scalable and measurable results – particularly around financial wellbeing.Prior... Read More →


Thursday October 21, 2021 10:00am - 10:15am EDT
Virtual Platform

10:15am EDT

Keynote: Financial Services and Customer Economic Dignity
Financial Services companies serve a vast and diverse customer base, and develop products and services designed to help customers achieve their goals while also serving the institution’s business interests. As companies roll out new products and services, and interact with customers that go through the financial ups and downs that are part of normal life – it’s key they recognize the emotional side of financial hardship in interacting with them. In his talk, Dr. Jeremiah Brown shares his research that’s shown how some of the administrative side of financial services may unintentionally leave customers feeling ashamed and embarrassed and lead to interactions that are counterproductive and damaging. Jeremiah will share how small changes in the approach companies take, especially in relation to treating people as deserving of economic dignity, can have a big positive impact on the customer relationship by incorporating more empathy into the process.

Speakers
avatar for Dr. Jeremiah Brown

Dr. Jeremiah Brown

Research Fellow in Social Policy, Centre for Social Impact
Dr Jeremiah Brown is a Research Fellow in Social Policy at the Centre for Social Impact, the University of New South Wales. Jeremiah joined CSI in May 2020 and led CSI’s work on the financial wellbeing component of the Amplify Social Impact initiative. Jeremiah is currently working... Read More →


Thursday October 21, 2021 10:15am - 10:45am EDT
Virtual Platform

10:45am EDT

Keynote: First Do No Harm: Ethics and Product Design
We know that ability is equally distributed among humans, but opportunity is not. As the need for skilled technologists grows, so must our ability to empower individuals with accessible tech training. The data that can be gathered about an individual’s learning patterns can help inform the ultimate personalized educational experience, accelerating the cycle from novice to master, or it could be weaponized - used to judge an individual and block opportunities for jobs and advancement. As we design experiences and systems, we become the ethical stewards of the impact we could have on millions of lives. It’s up to us to make the right, and often hard decisions. Hear from Mariah Hay, Chief Experience Officer at Help Scout and former Head of Practices at Pluralsight, about her experience designing product for tech education, the choices her teams have made to avoid weaponization, and how human centered design can inform the ethical underpinnings of our missions, our companies, and our bottom lines. 
Key Takeaways:
  • What are ethics and how do they show up in professional industries
  • Concerning behaviors of modern tech companies, and decisions made by technologists like us
  • What it looks like to use human centered design to drive ethical decision making in practices - and three things you can take back to your teams to get started

Speakers
avatar for Mariah Hay

Mariah Hay

Chief Experience Officer, Help Scout
Formerly the Vice President of Product, and Head of Practices for Engineering, Product Management, Product Design, Data, and Instructional Design at Pluralsight, Mariah Hay now serves as Chief Experience Officer at Help Scout, leading Engineering, Design and Product management. In... Read More →


Thursday October 21, 2021 10:45am - 11:15am EDT
Virtual Platform

11:15am EDT

Design Challenge Announcement
Social Innovation for Financial Wellbeing & Inclusion

Thursday October 21, 2021 11:15am - 11:20am EDT
Virtual Platform

11:20am EDT

Networking Break
Thursday October 21, 2021 11:20am - 11:30am EDT
Virtual Platform

11:30am EDT

Keynote: Shared Language: A Human-Centered Foundation for the Enterprise
Julie Casanave of Fidelity shares how foundational work around customer language is essential to driving change at a large enterprise. Julie shares how her team helped overcome corporate silos by creating and aligning to a common taxonomy for customer jobs, journeys and tasks – keeping the enterprise human-centered while driving enterprise-wide change.

Speakers
avatar for Julie Casanave

Julie Casanave

VP, Head of UXD Center of Excellence, Fidelity Investments
Julie is passionate about creating the conditions for teams to solve meaningful human problems and doing it at scale. She has over 20 years experience managing UX design and shipping digital products in enterprise and start-up settings. In her current role leading the UXD Center... Read More →


Thursday October 21, 2021 11:30am - 12:00pm EDT
Virtual Platform

12:00pm EDT

Keynote: Content is Subject to Change
The Internet has revolutionized nearly every part of modern society, and has allowed everyone to contribute in some form to the general public record. But that public record is also deteriorating at a rapid rate. What happens when history can no longer be easily accessed. Or worse, when history can be changed, restricted, or completely erased? There may be a solution to this, but first, we need to become more aware of the problem.

Speakers
avatar for Maurice Cherry

Maurice Cherry

Creator/Host, Revision Path
Maurice Cherry is a designer, strategist and podcaster located in Atlanta, GA. He is principal and creative director at Lunch, an award-winning multidisciplinary studio he created in 2008 that helps creative brands craft messages and tell stories for their targeted audiences, including... Read More →


Thursday October 21, 2021 12:00pm - 12:15pm EDT
Virtual Platform

12:15pm EDT

Lunch
Thursday October 21, 2021 12:15pm - 1:10pm EDT
Virtual Platform

12:15pm EDT

Lunch & Learn: The Orchestrated Customer Experience: CX Transformation Delivered by a Modernized Contact Center Framework
 While contact center technology has matured, and while new approaches to improving Customer Experience (CX) are well underway, the industry has yet to deliver on the promise of the fast and friendly service consumers and business expect in 2021. In this presentation, we propose building blocks that remove complexity and orchestrate how CX will be delivered in the future, building blocks we have already put in place and proven with many enlightened Clients.

Those building blocks within a Modernized Contact Center Framework include:
  • Channel Engagement Engine
  • Managed Experience System
  • Performance Management Module. 

Customer CX transitions from being a set of independent interactions to becoming an Orchestrated Customer Experience in an engagement journey.

Speakers
avatar for Greg Weber

Greg Weber

Chief Technology Officer, Eventus
Greg Weber is a leader in the enterprise communication industry with over 20 years of experience, and brings a wealth of knowledge enabling mobile and digital customer experiences from cloud services in an omni-channel ecosystem. He helps clients achieve their CX business goals and... Read More →


Thursday October 21, 2021 12:15pm - 1:10pm EDT
Virtual Platform

1:10pm EDT

Keynote: Integrating Financial Wellness in Insurance
The initial rise of Financial Wellness in the financial services industry was very exciting and groundbreaking, but years since, the industry is still trying to figure out how to tie the two closer together. Data and insight challenges abound but there are unique and simple ways the industry can get better at anticipating users financial wellness needs in the context of the core services they provide.

Speakers
avatar for Julia Salnikova

Julia Salnikova

VP, Financial Wellness Solutions, Group Insurance, Prudential Financial
As a financial wellness solutions leader in Group Insurance division of Prudential, Julia blends her experience in the art of design thinking, human centered product development partnered with technology platform enablement. Julia’s current focus is to explore new models of consumer... Read More →


Thursday October 21, 2021 1:10pm - 1:30pm EDT
Virtual Platform

1:30pm EDT

Keynote: Navigating Organizational Challenges
As leaders of and advocates for human-centered approaches, there’s no shortage of challenges we encounter – especially in the financial services sector. We’ve found that most times, these challenges begin with misalignment across organizational culture and behaviors. This talk outlines three frameworks that you can use with your teams to determine where to focus your attention, unpack behaviors to find leverage points and use an experimental approach to take action on these issues when they arise.  

Speakers
avatar for Lindsey Messervy

Lindsey Messervy

Director, Organizational Design & Strategy, Mad*Pow
Lindsey has been described as a “constructive contrarian.” She’ll fit right in at Mad*Pow.As Director of Organizational Design & Strategy and the Design Transformation Practice Lead, she brings a human-centered approach to organizational change with degrees in psychology and... Read More →


Thursday October 21, 2021 1:30pm - 2:05pm EDT
Virtual Platform

2:05pm EDT

Keynote: Executive Leadership Strategies: Delivering against the End-to-End Customer Experience
There is a critical demand for companies to have a best-in-class customer experience that solves real problems for real people. The challenge is, there is a vast shortage of executives who can craft a shared vision, unify the complete end-to-end experience, and have the trust of the people to execute this effectively and at scale.  

As more and more companies compete for the customer, leaders are needed who can deliver against the end-to-end customer experience, galvanize teams, and deliver value in a way that the company can own. This keynote will share practical takeaways, usable strategies, and tactical frameworks around how to navigate these challenges.

Speakers
avatar for Andrew La Monica

Andrew La Monica

VP, Global Design Executive
Andrew La Monica is an award-winning leader with 20+ years of expertise solving complex business challenges, building multi-faceted design teams, & delivering world-class customer experiences.Recently, as the VP, Design Leadership at Northwestern Mutual, Andrew drove top-level business... Read More →


Thursday October 21, 2021 2:05pm - 2:30pm EDT
Virtual Platform

2:30pm EDT

Keynote: Research as a Catalyst for Organizational Transformation
Speakers
avatar for Robin Beers

Robin Beers

SVP Customer Insights & Experience Design, Wells Fargo
Robin Beers Ph.D. is a senior vice president with Digital Solutions for Business and leads Customer Insights and Experience Design (CIXD) for Wells Fargo. She holds a doctorate in Organizational Psychology and is currently co-authoring a book, Business is Human.


Thursday October 21, 2021 2:30pm - 2:45pm EDT
Virtual Platform

2:45pm EDT

Coffee Break
Thursday October 21, 2021 2:45pm - 2:55pm EDT
Virtual Platform

2:55pm EDT

Keynote: Leading Successfully, Through Leading Ourselves
The way organizations are approaching product development and emerging technologies are constantly changing. At the same time our practice as designers is evolving with new tools, techniques, and approaches, surfacing at a pace that can be hard to keep up with.

What does this mean for us as leaders of teams (big or small)? How can we lead teams in progressive orgs going through digital transformation or orgs that are slower to adapt? By focusing on developing certain skills, disciplines, and characteristics, within ourselves as leaders, we prepare ourselves for the challenges we face when leading our teams and working with our partners. We also set ourselves up to be leaders that can coach, nurture, and elevate our teams to be best equipped for the challenges they face as they execute on their work.
In this presentation, Aaron will share insights, tools, and techniques (from personal success and failures) for growing his own leadership skills, overcoming leadership challenges, and successfully developing teams.

Takeaways:
  • Gauging and improving our EQ as leaders.
  • The role of vulnerability and transparency in successful leadership.
  • Adaptive communication and leadership styles for different types of team members and partners.
  • Leading through enabling autonomy.
  • Creating personal norms for successful leadership.

Speakers
avatar for Aaron

Aaron "Ron" Irizarry

Head of Servicing Platforms Design, Capital One
Aaron "Ron" Irizarry is the Head of Servicing Platforms Design at Capital One, he is also the co-author of Discussing Design: Improving Communication and Collaboration Through Critique.When not leading teams and mentoring designers, Aaron enjoys spending time with his wife and two... Read More →


Thursday October 21, 2021 2:55pm - 3:25pm EDT
Virtual Platform

3:25pm EDT

Keynote: Design System - A Tool for Inclusivity
Ensuring that your brand, design, and implementation is uniform among all your product offering is a very challenging task. A design system will not only help in providing a roadmap for this uniformity but it can also be inclusive by providing a governance guideline, a reference guide, a workflow pattern, and a clear pathway to the future. In this talk, we will review what a design system entails and how it can help your company in many different ways including diversity, equity, and inclusion efforts.

Speakers
avatar for Kianosh Pourian

Kianosh Pourian

VP, Development and Solution Architect, Mad*Pow
During his 20+ years of experience in the web development industry, Kianosh developed a talent for successfully and quickly delivering high-quality software products to clients. For him, there are two secrets to this success: surrounding himself with teams of gifted, happy people... Read More →
avatar for Kevin Silver

Kevin Silver

Managing Director, Experience Design, Mad*Pow
Kevin is a design leader and strategist who lives to create meaningful products and services that delight customers and meet business goals. His career as a user experience designer includes working with companies like Wayfair, IDEXX Laboratories and Tyler Technologies, as well as... Read More →


Thursday October 21, 2021 3:25pm - 3:50pm EDT
Virtual Platform

3:50pm EDT

Keynote: Evolving Your UX Practice: 8 Things We Know (And a Few We Don’t)
Any UX leader who has set their sights on creating & delivering great UX in the financial space is all too familiar with the challenge of being able to deliver at an accelerated pace and at scale. Being able to do deliver high quality results, quickly positively impacts your customers, your business, and your current and future team. While there is no magic formula, Brian McLaughlin Bottomline’s, CXO will walk us through a list of 8 top tips leaders should keep any eye on.

Speakers
avatar for Brian McLaughlin

Brian McLaughlin

Chief Experience Officer, Bottomline Technologies
Brian McLaughlin is a passionate and proven visionary in the areas of user experience, usability, design, standards compliant UI construction techniques, and mobile devices. As the Chief Experience Officer for Bottomline, Brian leads the product innovation team to deliver best-in-class... Read More →


Thursday October 21, 2021 3:50pm - 4:15pm EDT
Virtual Platform

4:15pm EDT

Networking Break
Thursday October 21, 2021 4:15pm - 4:25pm EDT
Virtual Platform

4:25pm EDT

Keynote: Delivering Advice in a Digital World
Digital experiences can supplement, and even transform, our ideas of what financial advice and human interactions can be. Learn how Vanguard positions their Advice offering and how it connects back to the company’s core mission.

Speakers
avatar for Ted Liljestrand

Ted Liljestrand

Head of UX Strategy and Design, Advice, Vanguard
Ted is a Philadelphia-based UX Leader who's passionate about digital transformation in the financial industry and bringing accessible, well-crafted experiences to users. He manages UX teams focused on financial advice for Vanguard’s clients, and design systems for Vanguard’s UX... Read More →


Thursday October 21, 2021 4:25pm - 4:50pm EDT
Virtual Platform

4:50pm EDT

Keynote: Service Design Blueprinting for Silos in Financial Services
Large, complex organizations are prone to siloed activities that can lose sight of the user at the center of processes. Service blueprinting is a vital tool to help break down silos and refocus the organization on the client as well as the employee. In this session, learn case examples of how Charles Schwab has utilized the power of service blueprinting across the organization to refocus service design and delivery.

Speakers
avatar for Mike Aragon

Mike Aragon

UX and Service Design Manager for the Transformation Solutions, Charles Schwab
Mike has over 20 years of experience in User Experience, User Research,  Design Thinking, and Service Design methodologies to solve challenging and complex business problems that deliver value to the business, customers and employees. Mike is currently the UX and Service Design Manager... Read More →


Thursday October 21, 2021 4:50pm - 5:10pm EDT
Virtual Platform

5:10pm EDT

Closing Remarks
Speakers
avatar for Ethan Drigotas

Ethan Drigotas

FXD Chair and Business Development Director, Mad*Pow
Ethan Drigotas is a Business Development Director at Mad*Pow, where he focuses on developing creative design solutions for clients in financial services. In that role, he’s passionate about driving scalable and measurable results – particularly around financial wellbeing.Prior... Read More →


Thursday October 21, 2021 5:10pm - 5:15pm EDT
Virtual Platform

5:15pm EDT

Virtual Cocktails
Thursday October 21, 2021 5:15pm - 6:15pm EDT
Virtual Platform
 
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