Financial Experience Design 2020: Full Schedule

1:00pm EDT

Design Leadership Forum

Please join us to kick-off your FXD experience at our half-day Leadership Forum, 1pm - 4pm ET on October 21st. In this virtual forum you will join a diverse, creative, thoughtful group of thinkers and leaders from across the financial ecosystem for an intimate and inspiring conversation.

During the forum, Mad*Pow’s SVP of Experience Design, Brady Bonus will host structured networking and workshop-type activities designed to identify and answer key challenges of the financial services industry. By coming together in structured dialog and sharing ideas from a leadership perspective, we can create opportunities to learn from each other and help us lead our organizations to deliver better experiences. The forum will be rich with opportunities to grow your network and build new relationships with other leaders in finance.

Specific topics for discussion will be driven by the participants in the forum, to ensure they are as relevant as possible. The structure of the event will allow us to build toward collective insight and inspiration:

“Meet Your Peers” – Facilitated networking and identification of challenges to designing great experiences in finance.
“Challenges of COVID” - Idea sharing and relevant experiences, process, and organizational approaches to the key challenges brought on by the pandemic.
“Imagining the Future” – Learning and finding inspiration from others by collaboratively constructing stories and future experience ideas.

We’re looking forward to this virtual forum as a fun way to get to know each other, and get ourselves primed for the main day content. Following this forum, you’ll truly be in the right mindset for our content program the next morning.

Speakers

Brady Bonus

SVP, Experience Design, Mad*Pow

Since first arriving at Mad*Pow in 2010 Brady has been delighting clients with his approachable style, his hands-on approach, and his intense drive to deliver achievable yet innovative designs. Brady continues to be an ideal partner to our clients, constantly driven to build great... Read More →

Wednesday October 21, 2020 1:00pm - 4:00pm EDT
Zoom

10:00am EDT

Opening Remarks

Speakers

Michael Kirkpatrick

SVP, Financial Practices Lead, Mad*Pow

Mike is part of the leadership team here at the Mad*Pow, and is responsible for building and steering key relationships. Mike is responsible for our overall client services approach actively designing the best possible experience for our clients. In his time at Mad*Pow, Mike has contributed... Read More →

Thursday October 22, 2020 10:00am - 10:20am EDT
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10:20am EDT

Keynote: How EQ Fuels Strategic Agility – The Surprising Link

In this keynote, Kerry Goyette, award-winning author of The Non-Obvious Guide to Emotional Intelligence, Harvard Business Review contributor, and TEDx speaker will share the surprising connections between emotional intelligence and strategic agility. You’ll learn how to cultivate real strategic intuition, unleash your team’s intrinsic motivation, and create an environment where innovation and creativity flourish. If you think EQ and strategic agility are unrelated, you’re missing an opportunity to take your team’s performance to the next level.

Speakers

Kerry Goyette

Founder & President, Aperio Consulting Group

Kerry Goyette works at the intersection of emotional intelligence, leadership development, and neuroscience research. She is the Founder & President of Aperio Consulting Group, which uses workplace analytics and research-based strategies to build high-performance teams. Kerry has... Read More →

Thursday October 22, 2020 10:20am - 10:45am EDT
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10:45am EDT

Keynote: Experience Design - The Path to Differentiation

We live in an “experience-driven world” but most financial organizations struggle with delivering the distinctive experiences that can make a positive difference in the lives of their customers. In this talk, Francesco Lagutaine talks about why experience design is a critical tool in fostering long term relationships and ensuring business success in a highly commoditize sector and how leaders can cultivate an experience design culture within a large financial enterprise.

Speakers

Francesco Lagutaine

Chief Marketing & Communications Officer, M&T Bank

For more than 20 years, Francesco has been working at the intersection of where brand, marketing and customer experience meet. Francesco is passionate about ensuring that clients get an extraordinary experience that lives up to brand expectations in a meaningful way.Francesco believes... Read More →

Thursday October 22, 2020 10:45am - 11:10am EDT
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11:10am EDT

Keynote: Creating a Resilient Remote Culture Today to Design the Future of Work Tomorrow

Recently, Nedret Sahin and Liz Possee Corthell were tasked with answering the question "What does the future of work look like?"

In their quest for the answer, they discovered the challenges and benefits teams are dealing with today while they work from home amidst the pandemic.

The future of workspaces and working styles will likely continue to evolve, creating opportunities for blending digital and physical workplace experiences as well as a need to build a more resilient work from home force. As we imagine what the future of work might look like, it’s also important to implement strategies that help us today.

In this talk, Nedret and Liz will discuss a recent case study that examines cycles of recharge and burnout in employees working from home. Then, they will pose visions for the possible future, including interesting tools to use and experiments to run with your remote teams. Finally, they will challenge us to imagine what the future of work could be. What do we want it to be and how do we get there together?”

Speakers

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 →

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 →

Thursday October 22, 2020 11:10am - 11:40am EDT
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11:40am EDT

Keynote: The Business of Moving Others: Using the Science of the Mind to Induce Behavioral Change

A major goal of managers and companies is to induce behavioral change. We want to influence the actions of our clients, employees, colleagues in positive ways. But are we using the right tools? In this presentation Tali Sharot demonstrates that by relying on empirical findings from the behavioral sciences we are more likely to have an effect on peoples’ beliefs and actions. Tali uses her own cutting edge science to highlight the power of providing positive information over tactics that involve scaring people into action. She explains how we can use innate human biases (such as the tendency to conform) in subtle ways to nudge people in the right direction, which biases are universal and which differ with culture, gender and age.

Speakers

Tali Sharot

Professor of Cognitive Neuroscience, University College London

Tali Sharot is a Professor of cognitive Neuroscience at University College London where she directs the Affective Brain Lab and a visiting Professor at MIT. She combines research in psychology, behavioural economics and neuroscience to reveal the forces that shape our decisions... Read More →

Thursday October 22, 2020 11:40am - 12:05pm EDT
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12:05pm EDT

Lunch

Thursday October 22, 2020 12:05pm - 12:50pm EDT
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12:05pm EDT

Lunch & Learn: Dare to Care™: Building a Healthy Culture in a Virtual World

Many organizations continue to struggle with the complex challenges brought on by operating in the midst of a global pandemic. Challenges that make it more difficult to sustain a healthy company culture, maintain a high level of collaboration and innovation, and reduce attrition of talented employees.
While virtual happy hours and virtual whiteboard collaborations can be helpful tools, they alone are not enough in keeping employees engaged, motivated and productive. Emotional intelligence, the currency of the 21st century, is the essential skillset that separates companies that will thrive in during this pandemic from those who will fail.

In Dare to Care™: Building a Healthy Culture in a Virtual World, Sylvia Baffour shares strategies to help leaders become more deliberate about how they foster and build a culture of belonging in their workplace. One that leverages unique emotional intelligence approaches to empower employees and make them feel informed, heard and connected. When people feel a sense of belonging, they become more inspired and significantly increase their productivity.

Speakers

Sylvia Baffour

Founder & Author, Baffour International

Sylvia Baffour is an internationally recognized keynote speaker, trainer and executive coach who was recently named among HubSpot's Top 15 Female Motivational Speakers, alongside the likes of Oprah Winfrey, Mel Robbins and Iyanla Vanzant. She uses emotional intelligence strategies... Read More →

Thursday October 22, 2020 12:05pm - 12:50pm EDT
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12:05pm EDT

Lunch & Learn: From Ideas to Reality - Surpassing business goals by aligning design and technology execution

In this panel discussion, you will have chance to interact with Business, Design & Technology executives as they discuss and deliberate strategies and tactics of how to work effectively across an enterprise to take an idea from concept, design through production at speed and scale.

Moderators

Sriniketh Chakravarthi

SVP and Head of BFSI & Enterprise Alliances, Tech Mahindra

Speakers

Amy Heymans

Founder & CXO, Mad*Pow

Amy believes that design can help improve the human condition. It was with that mission and vision that she founded Mad*Pow in 2000 with Will Powley, and together they've created an award-winning agency that takes a purpose driven approach, partnering with clients to deliver social... Read More →

Russ Wilson

Head of Design, Fidelity

Russ Wilson is a user experience and product executive with 20 years experience in designing and developing successful software applications. Russ focuses on results, balancing innovation and creativity with practical considerations. He has a special expertise in product strategy... Read More →

Alex Schmelkin

Chief Marketing Officer, Unqork

As Unqork’s head of marketing, Alex oversees strategic partnership development and marketing initiatives, and also plays a key role in product development and customer experience efforts.Alex is an impassioned digital leader who has been helping companies build their businesses... Read More →

Thursday October 22, 2020 12:05pm - 12:50pm EDT
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12:50pm EDT

Keynote: Inclusive Design, Do no harm! - Designing experiences for diverse audiences

Many folks in the U.S., and across the world, are waking up to the profound injustices that have been occurring in our country for hundreds of years. But in this moment of racial revolution and a global pandemic that disproportionately affects low income and black folk, our collective feelings of powerlessness have led us to ask ourselves “What can I do?” The answer is simple: Start with where we are and where our products are. We can start with better product design practices. Making our products more inclusive and accounting for a diverse set of experiences is a never ending marathon of many sprints. This talk will outline some of the ongoing learnings from the Betterment Product design team in the quest to design more inclusively.

Speakers

Crys Moore

Product Designer, Betterment

I'm a Product Designer living and working out of Philly, PA. I currently work at Betterment and before that at Blackfynn and Comcast. In a previous life, I worked as a freelance Creative Technologist designing both physical and digital interactive experiences. I've taught classes... Read More →

Thursday October 22, 2020 12:50pm - 1:15pm EDT
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1:15pm EDT

Keynote: Throw out the Progress Bars! Designing for Financial Health Requires Measuring Success Differently

If the only relationship a financial provider has with a customer is product-based, then a negative experience with that product can rapidly turn into a single point of failure. Roughly one-third of consumers say they want their financial services provider to help them measure their financial health and understand how to improve. Financial health initiatives not only provide the opportunity to increase brand loyalty and trust, the micro engagements within these experiences can yield countless customer insights. But many of the actions and measures of consumer financial health aren’t aligned with traditional corporate success measures, and most financial goals experiences leave customers feeling hopeless. In this talk, Stephen Holloway from USAA discusses how measuring financial health improvement requires a different take on success for both consumers and providers.

Speakers

Stephen Holloway

Director Innovation, USAA Enterprise Advice Group, USAA

Stephen has held various Experience Design positions for more than 20 years, the majority of that time in Financial Services. For the past 5 years, Stephen and his team at USAA have focused on applying Behavior Design methods to research and develop experiences that improve consumer... Read More →

Thursday October 22, 2020 1:15pm - 1:40pm EDT
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1:40pm EDT

Stretch

Thursday October 22, 2020 1:40pm - 1:50pm EDT
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1:50pm EDT

Keynote: The Motivation Code

What drives us to unleash our best work? And how do we tap into that drive to get superior results with our managers, coworkers, and direct reports? Drawing on decades of research and interviews with over 100,000 people, the answer is not one size fits all: some people are energized by a race against the clock, while others put in extra effort only when they feel part of a team. For still others, nothing is as motivating as the possibility of public recognition. Each person has their own “motivation code”, or combination of motivational themes that drive deep engagement and productivity. With insights from his new book The Motivation Code, Todd Henry will reveal the six families of motivational drivers, and how to discover and apply unique motivation in your life, work, and leadership.

Speakers

Todd Henry

Founder, Accidental Creative

Positioning himself as an “arms dealer for the creative revolution”, Todd Henry teaches leaders and organizations how to establish practices that lead to everyday brilliance. He is the author of four books (The Accidental Creative, Die Empty, Louder Than Words, and Herding... Read More →

Thursday October 22, 2020 1:50pm - 2:15pm EDT
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2:15pm EDT

Keynote: Reduce risk and reap rewards with behavior change design

It’s no small undertaking to create a new financial services offering. Whether it’s a different way of interacting with customers, an evolution of an internal process, or an innovative product offering, the time and resources invested in product development are significant. Behavior change design offers a set of tools and techniques that can take some of the risk out of the equation, making it more likely that your work delivers better outcomes, happier customers, and a strong return on investment. Learn about the behavior change design process and five ways you can use it to reduce the risk and uncertainty of even the most ambitious product vision.

Speakers

Dr. Amy Bucher

VP, Behavior Change Design, Mad*Pow

Amy Bucher, Ph.D., is the Vice President of Behavior Change Design at Mad*Pow. Amy focuses on applying the science of motivation to craft engaging solutions that help people change behavior, especially related to health, wellness, learning, and financial well-being. Her research interests... Read More →

Thursday October 22, 2020 2:15pm - 2:40pm EDT
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2:40pm EDT

Networking

Thursday October 22, 2020 2:40pm - 2:55pm EDT
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2:55pm EDT

Keynote: Moving Beyond What We Can’t Do

Speakers

Russ Wilson

Head of Design, Fidelity

Thursday October 22, 2020 2:55pm - 3:20pm EDT
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3:20pm EDT

Keynote: Driving Change Amidst a Pandemic

The COVID pandemic has exacerbated and exponentially increased the financial hardships and an uncertain future that many are experiencing world-wide. Financial institutions are facing the dual challenge of navigating their business through an uncertain post pandemic recessionary world economy; while at the same time battling perceptions of being entities who may profit from the situation. In these difficult times, Financial Institutions and Insurance Companies can become the driving force of positive change, by shifting focus on improving the financial well-being of their customers and uplifting the communities in which they operate in.

Lakshmanan Chidambaram (CTL), President of Americas Strategic Verticals @ Tech Mahindra, will share his thoughts on the opportunities for the financial services industry to drive this change by tapping into human centered design and emerging technologies.

Speakers

Lakshmanan Chidambaram

President – Americas at Tech Mahindra, Tech Mahindra

Lakshmanan Chidambaram (CTL) heads Tech Mahindra’s Core Business Verticals comprising Banking & Financial Services, Insurance, Manufacturing, Retail/ CPG, Travel, Aerospace & Defense, Healthcare Life sciences and Transportation, Logistics and Hospitality.CTL provides strategic insights... Read More →

Thursday October 22, 2020 3:20pm - 3:45pm EDT
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3:45pm EDT

Keynote: Relationship Design - Orchestrating a Relationship with Your Customers

Financial institutions have products that are largely undifferentiated and often these offerings are devoid of deep personalization based on the customer or the context. In this talk, Justin Maguire talks about how companies can move from Service Design or Experience Design, to a more mature “Relationship Design” mindset unlocking more relevance and driving deeper, longer connections with customers.

Speakers

Justin Maguire III

Chief Design Officer, Salesforce

Justin Maguire is the Chief Design Officer at Salesforce. He is an industry thought leader in software, product, and service design concept and delivery to market. With both in-house and agency experience, he specializes in elevating the role of customer centric design practices within... Read More →

Thursday October 22, 2020 3:45pm - 4:10pm EDT
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4:10pm EDT

Keynote: Using Measurement to Guide Behavior Change Design

All design initiatives are aimed at underlying business objectives measured as KPIs (Key Performance Indicators). These outcomes are often driven by business goals, but don’t always align with the desired behaviors. In fact, a focus purely on business KPIs might actually create barriers to success. In order to successfully elicit behavior change and get the right people using our products the right way at the right time we need to set the right measurement criteria. In this talk, we'll walk through how to distinguish between outcomes and behaviors and go through ways we can start incorporating behavioral science into the goal-setting process.

Speakers

Lena Belogolova

Founding Partner & Head of Behavioral Science, Intellichanges, Inc

Lena Belogolova has been studying how and why people make decisions since college (MIT) and is passionate about using behavioral science research to help people make better decisions. For more than a decade, she's been bridging the gap between academia and industry by evaluating products... Read More →

Thursday October 22, 2020 4:10pm - 4:35pm EDT
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4:35pm EDT

Closing Remarks

Speakers

Michael Kirkpatrick

SVP, Financial Practices Lead, Mad*Pow

Thursday October 22, 2020 4:35pm - 4:40pm EDT
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4:40pm EDT

Cocktail Hour

Thursday October 22, 2020 4:40pm - 5:15pm EDT
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