Expanding the Value of User Experience
session / Heidi Munc
The divide between the digital and non-digital experiences blurs more each year. While apps can enable experiences, the experience itself happens in the physical world. The blurring lines have reached into the world of User Experience and Customer Experience, making it difficult to pinpoint where one ends and the other begins.User experience teams are often better at designing holistic experiences than traditional customer experience teams, who tend to focus on improving surface-level metrics. However UX isn’t usually invited to participate in the CX discussion. To get a seat at the table we need to clearly demonstrate what we can contribute. It starts by showing how we are able to uncover the “why” behind customers’ behaviors and translate those insights into actionable design criteria, resulting in better experiences both online and offline.
Heidi is a user experience expert and creative problem solver. With over 20 years of experience, Heidi has successfully demonstrated the value of using design thinking to solve business problems in large organizations. She is a tireless advocate for both user-centered design and getting designers a seat at the table.
As AVP of User Experience at Nationwide, Heidi leads a team of 70 user experience professionals who are accountable for all aspects of experience strategy and design. Her team not only improves experiences, but products and processes as well.
Full Conference Schedule
We've put together an incredible program including workshops, a hackathon, city excursions, lightning talks, long-format sessions, and keynotes.