Author Archives: Jim

UX Advantage 2015: Keynote – Culture Work: Organizational Becoming Made Practical

Marc Rettig, Fit Associates – A fable: The Shoemaker and the Strategist; shoemaker thrives on connection (dance and real people), strategist thrives on control (march and abstractions) – Hugh Dubberly, Dubberly Design, dubberly.com; wonderful conceptual models; “the creative process” poster; … Continue reading

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UX Advantage 2015: Government’s Design Lessons

Dana Chisnell, Co-Founder, Center for Civic Design and Dean Logan, County Clerk, Los Angeles County – LA County, largest in US, Dean’s been in that role for 9 years; Dana is also now part of US Digital Service for the … Continue reading

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UX Advantage 2015: Infusing MasterCard with UX

Karen Pascoe, SR VP Group Head User Experience, MasterCard – hardest role ever; most support ever; lead UX on emerging payment products; MasterPass (secure commerce), outreach to startup developer community (APIs and SDKs), personal payments (mobile money; tied to identity) … Continue reading

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UX Advantage 2015: Bringing UX to all of GE

Samantha Soma, UX Program Facilitator – GE is 130 years old – shout-out to engineers: GE has been a design company for its entire history – 2010-2011: discovered 14th largest software company in US, unbeknownst to them; analytics tools build … Continue reading

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UX Advantage 2015: The Role of Outsiders

Scott Zimmer, Head of Design, Capital One and David Baker, ReCourses – is there a shift from using outside firms: no; more inside designers than ever, but there is much more design going on, so plenty of work for agencies … Continue reading

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UX Advantage 2015: Designing a Global UX

Gina Villavicencio, Director UX Design and James Nixon, General Manager, Digital Globalization, Marriott International – share an accomplishment or two: – ratings and reviews product; 2/3 of millenials use ratings and reviews before choosing a hotel; search visibility; Marriott not … Continue reading

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UX Advantage 2015: Fidelity’s Shift to Design-driven UX

Steve Turbek, SVP UX Design, Fidelity Investments – 3 1/2 years with Fidelity – 60,000 employees – Customer Experience is not just designing screens, but a motivating program across the whole organization; call center; in-person branch experience – naturally led … Continue reading

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UX Advantage 2015: Reinventing the PayPal.com Experience

Bill Scott, VP of Next Gen Commerce, PayPal – 4 years at PayPal – key accomplishement: reinvented “check-out” process – slight variance in conversion is a lot of $$$ – war room: 2-3 designers, 3 engineers, 3 product folks (balsamiq … Continue reading

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UX Advantage 2015: Keynote – The Challenges of Making UX a Competitive Advantage

Karen McGrane – wanted to make an event for people who are already making it happen as leaders in their orgs – 6 interviews – executive sessions, huge global corporations where design initiatives are big and working; 4 interviews on … Continue reading

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CHI 2014: Keynote – Scott Jenson of Google

“The Physical Web” Apple, Fro Design, now Google contrast experience of Amazon Whispersync (zero experience, it just works) vs Jabra headphones (waking his wife up in other room) mobile moving too fast to standardize yet, eg pull to refresh is … Continue reading

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