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Wednesday, October 24
 

12:00pm

Conference Registration & Lunch
Wednesday October 24, 2018 12:00pm - 1:00pm
Commons

1:00pm

Pre-Conference Design & Innovation Leadership Forum
Kick off your FXD experience by joining a diverse, brilliant group of thinkers and leaders from across the financial services ecosystem for an intimate and inspiring pre-conference leadership forum. Participants will share and discuss varying perspectives and opinions on current trends and issues designing for financial wellbeing and improving customer experience. By coming together in structured dialog, we can create opportunities to learn from each other and help us lead our organizations to deliver better experiences. The forum is included in your conference registration.

Topics covered will include:

Role of Financial Companies in Designing for Financial Wellbeing. Behavioral economics and designing for behavior change in people’s financial lives has become a consideration for many companies to explore. But designing for behavior change is challenging and has long-term outcome goals that may not be aligned with short-term incentives. Issues of trust and ethics also come into play. With these complex factors in mind, this discussion will explore the strategic options for financial companies to consider related to financial wellbeing.
Facilitator: Dr. Amy Bucher, Behavior Change Design Director, Mad*Pow

Customer-Centered Design and Innovation in Financial Companies. There is increasing acknowledgement and movement toward human-centered design and design thinking for innovation and product development. However, evolving and transforming toward these processes in well-established and highly regulated financial services companies is a challenge. Companies have explored Innovation Centers, re-organizing around products, aligning with functional domains, and expanding design thinking through training. Attendees will share their experiences as we collectively look at how can companies can evolve to get the most impact from their design transformation efforts.
Facilitator: Adam Connor, VP Transformational Design Mad*Pow

Managing Multiple Customer Touchpoints, Channels, and Technologies. New technologies, device types, and evolving customer expectations place a large burden on design of financial offerings. New technologies can be disruptive, but they can also be disrupting, especially if companies don’t have a strategy on how to deal with the evolving landscape. Virtual reality experiences? An app for iWatch? We will discuss approaches that companies can take to manage the ever evolving technology landscape and shifting customer expectations.
Facilitator: Jonathan Podolsky, VP Experience Strategy, Mad*Pow





Speakers
avatar for Adam Connor

Adam Connor

VP, Design Transformation, Mad*Pow
Adam Connor, most recognizable by his magnificent beard, is a designer, author and illustrator based in Western Massachusetts. As VP of Design Transformation at Mad*Pow, Adam helps create positive change by addressing the relationships that people have with one another to foster more... Read More →
avatar for Michael Hawley

Michael Hawley

Chief Design Officer, Mad*Pow
As Chief Design Officer at Mad*Pow Mike leverages his background in interaction design, usability, and design strategy to lead a diverse team of talented experience designers through the process of creating engaging, interactive experiences. You might also call him “chief air traffic... Read More →
avatar for Michael Kirkpatrick

Michael Kirkpatrick

SVP, Client Experience & Strategy, 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 →
avatar for Amy Bucher, Ph.D.

Amy Bucher, Ph.D.

Behavior Change Design Director, Mad*Pow
Amy Bucher, Ph.D., works in Behavior Change Design at Mad*Pow, a purpose-driven strategic design agency in Boston. Amy focuses on crafting engaging and motivating experiences that help people change behaviors that contribute to physical, mental, and financial health and well-being... Read More →
avatar for Jonathan Podolsky

Jonathan Podolsky

VP, Strategy & Service Design, Mad*Pow
Jonathan  Podolsky  started  his  career  as  an  architect,  designing  hospitals,  clinical  facilities  and  community  spaces.  A  passion  to  design  what  people  experience  in  these  spaces,  drove  Jonathan  to  become  a  service  designer... Read More →


Wednesday October 24, 2018 1:00pm - 5:00pm
Forum
 
Thursday, October 25
 

7:30am

Conference Registration & Breakfast
Thursday October 25, 2018 7:30am - 8:30am
Commons

8:30am

Opening Remarks: Mike Kirkpatrick, SVP, Client Experience & Strategy, Mad*Pow
Speakers
avatar for Michael Kirkpatrick

Michael Kirkpatrick

SVP, Client Experience & Strategy, 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 25, 2018 8:30am - 8:45am
Forum

8:45am

Designing to Build Trust and Deliver Delight: Jess Brown, Aspiration
Designing to Build trust and Deliver Delight
Abstract: Designing for Trust and Impact is very important at Aspiration. Everyday we work to answer the questions how might we turn fear into delight? How might we build trust? These are some of the main challenges we constantly face in our work.

Speakers
avatar for Jess Brown

Jess Brown

VP of Design, Aspiration
Jess is the VP of Design at Aspiration, a new kind of investment firm - built on trust and founded on the idea that we can do well and do good at the same time.Jess was formerly a lead Interaction Designer at Nest Labs/MyEnergy, also a Designer-in-Residence at the incubator, Science... Read More →


Thursday October 25, 2018 8:45am - 9:10am
Forum

9:10am

Keynote: Building a World-Class, High-Performance Culture; Acceleration Partners, Robert Glazer

Robert Glazer’s company, Acceleration Partners, has won numerous awards for their workplace culture and employee happiness, most recently #4 on Glassdoor’s Employees’ Choice Awards, Ad Age’s Best Place to Work, Entrepreneur’s Top Company Culture, Inc. Magazine’s Best Place to Work and many more.  Glazer attributes this success to the introduction of Company Core Values and a rigorous hiring process.  Once employees are hired, care is taken to nurture staff both professionally and personally, while continuously evaluating their fit as the company grows.  This 360⁰ approach has led employees to proclaim “I don’t know why I’d ever leave.”  Glazer will share the evolution of these practices and his nontraditional approaches such as the Capacity/Experience Paradox, Mindful Transitions, and the Work-Life Paradigm.

Speakers
avatar for Robert Glazer

Robert Glazer

Founder & CEO, Acceleration Partners
Robert Glazer is the founder and CEO of global performance marketing agency, Acceleration Partners.Under his leadership, Acceleration Partners has received numerous company culture awards, including #4 on Glassdoor’s Employees’ Choice Awards, Ad Age’s Best Place to Work, Entrepreneur’s Top Company Culture, and Inc. Magazine’s Best Place to Work.  In addition, Bob has... Read More →


Thursday October 25, 2018 9:10am - 9:35am
Forum

9:35am

Coalesce.ai: AI and Operational Efficiency Strategies for Financial Services
MEET COALESCE
Coalesce is an AI software application that automates tedious, mundane workflows for financial services firms. Coalesce is easily deployable and learns directly from business users without any programming so that employees can focus on higher level tasks.

Other AI companies offer a point solution to a specific workflow. Instead, Coalesce takes a generalized approach to optimize a multitude of workflows using AI and machine learning suited to your business needs.

Speakers
avatar for Greg Woolf

Greg Woolf

Founder and CEO, Coalesce.ai
Greg Woolf is the founder and CEO of Coalesce.ai. A product visionary, he oversees the company's strategy and solutions. He brings more than 20 years of vision and experience in delivering state-of-the-art software for financial services firms. Greg was awarded IT-CEO of the year... Read More →


Thursday October 25, 2018 9:35am - 9:55am
Forum

9:55am

Energy Break
Thursday October 25, 2018 9:55am - 10:25am
Commons

10:25am

(Panel) Designing for Financial Wellbeing: Harley Manning, Forrester Research
Can we design financial services and products that are good for business and good for people? This panel will discuss Financial Wellbeing - How do we define it? How do we measure it? How do we design products to achieve it? We'll explore how companies might find ways to build products and services that help drive financial health while also drive business results.

Speakers
avatar for Caryn Gallis

Caryn Gallis

Senior UX Designer, Prudential Financial
Caryn Gallis is a Lead UX Designer for Prudential Financial in the Workplace Solutions Group. Currently, she is working hard spreading design thinking in the organization through Design Sprints. She has crafted an internal Design Sprint facilitator training program that utilizes improve... Read More →
avatar for Melissa Gopnik

Melissa Gopnik

Senior Vice President, Commonwealth (formerly D2D Fund)
Melissa Gopnik is a Senior Vice President at Commonwealth. In this role she leads the Design, Piloting, Communications, Talent, and Finance functions. Throughout her career, Ms. Gopnik has combined her talents in strategic planning, program development, research and training with... Read More →
avatar for Mimi Joy

Mimi Joy

Director, Strategic Partnerships, CFSI Innovation
Mimi Joy leads CFSI’s partnership program and the expansion of the member network. This involves working with diverse organizations focused on the delivery of products, services, and experiences that generate positive outcomes for the financial health of consumers.As a career veteran... Read More →
avatar for Harley Manning

Harley Manning

Vice President, Customer Experience, Forrester Research
Harley Manning is vice president and research director of the customer experience practice at Forrester Research, and the co-author of “Outside In: The Power of Putting Customers at the Center of Your Business.” He launched Forrester’s customer experience research coverage when he joined the firm in 1998. Today Harley leads a research team that covers topics ranging from customer experience strategy to building a customer-centric culture... Read More →
avatar for Christy Mylks

Christy Mylks

User Experience Research Lead, FICO
Experienced user experience (UX) and usability professional with 10+ years conducting user research and working with a team to design large-scale systems for Fortune 500 companies and nonprofits. A self-starter who needs little supervision and is able to think creatively, work with... Read More →
avatar for Joy Surles

Joy Surles

UX, Content Strategy and Web Accessibility, Ally Bank
Specialties: Writing for the web, web accessibility, education, teaching, user experience design, content strategy, mobile content strategy, UX content strategy, how-to articles, email marketing, buying guides, promotional copy, Search Engine Optimization (SEO), online reputation... Read More →


Thursday October 25, 2018 10:25am - 11:05am
Forum

11:05am

Benefit Selection for Financial Security: Design and Innovation Challenge Winner Announcement
Can you design an innovation to improve the health insurance open enrollment experience so that it protects the financially vulnerable from hardship?

Commonwealth has partnered with the Mad*Pow powered CHXD to launch an innovation challenge to prompt the financial, healthcare, and design community to envision a solution that will help employees with incomes under $55,000 balance their health and financial needs at open enrollment.

Learn more about the Center for Health Experience Design and the Design Challenge here.

Thursday October 25, 2018 11:05am - 11:15am
Forum

11:15am

Can You Afford Financial Illiteracy
Speakers
avatar for Marli Mesibov

Marli Mesibov

VP Content Strategy, Mad*Pow
Marli Mesibov is the VP of Content Strategy at the digital UX agency Mad*Pow. Her work spans strategy and experiences across industries, with a particular interest in healthcare, finance, and education. She is a frequent conference speaker, a former editor of the UX publication UX... Read More →


Thursday October 25, 2018 11:15am - 11:35am
Forum

11:35am

Communicating design value to business leaders; perception is everything!
Congratulations design leaders! With the popularity of Design Thinking, Design Sprints, Human-Centered Design, etc., and the business impact design has created for companies like Apple, Intuit, Ford, Nike, Whirlpool, and Domino’s, Design has earned its seat at the table. We made it!

But with great success, comes greater expectations. As design leaders have taken their seats, built organizations to support them, and incorporated design into organizational ways of working, business leaders continue to struggle with understanding the value design brings to everyday processes, funding decisions, resource allocation, and overall business viability. At this table, design leaders are often outmatched by their counterparts in articulating the value of design while design work is going on. Without being able to clearly articulate that value, design leaders run the risk of being pushed back into service line or peripheral entities.

In this talk, Ryan will review his approaches to connect design success to business success, to use design skills to develop business potential, and to justify design keeping a seat at the table.


Speakers
avatar for Ryan Rumsey

Ryan Rumsey

AVP, Experience Strategy, USAA
Ryan is the AVP of Experience Strategy at USAA. In this role, Ryan leads the Experience Strategy team in providing management consultancy services for how experiences drive market differentiation. Specifically, this team consults with business leaders across USAA on the choices that... Read More →


Thursday October 25, 2018 11:35am - 12:00pm
Forum

12:00pm

Blending Humanity and Technology to Deliver Breakthrough Experiences
AI and Data Science is already transforming how we interact with financial services companies. Chatbots, robo-advisors and other tech-based advances can provide benefits, but what's the role of the human being in service and product design? This talk will explore how and why we need to continue to blend technology and human talents to deliver breakthrough experiences.

Speakers
avatar for Michael Kirkpatrick

Michael Kirkpatrick

SVP, Client Experience & Strategy, 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 25, 2018 12:00pm - 12:25pm
Forum

12:25pm

Lunch
Thursday October 25, 2018 12:25pm - 1:25pm
Commons

1:25pm

(Panel) Ethical Considerations in Designing for Financial Behavior Change
When Facebook launched its News Feed feature in 2006, they thought it would bring people closer together. What they found was the algorithms designed to show people what they wanted worked a little too well, creating information bubbles rarely pierced by opposing viewpoints and unintentionally creating polarized sub-communities.
 
Every time we design a product to change people’s financial behaviors, we have the potential to create another version of the Facebook “News Feed”; a product with good intentions that fails to account for bad actors, worst case scenarios, and with flaws in the underlying design that could produce unintended results. When we design for behavior change, we must wrestle with ethical dilemmas ranging from the obvious to the subtle. On this panel, we explore what we can do in our roles as behavior change experts and designer leaders to create products that don’t produce unintended results because of inherent biases.

Speakers
avatar for Jen Briselli

Jen Briselli

VP, Experience Strategy & Service Design, Mad*Pow
As VP, Experience Strategy & Service Design at Mad*Pow, Jen Briselli leverages experience strategy and design thinking to create innovative financial experiences and compelling digital solutions that are good for people and good for business. She has an insatiable curiosity and passion... Read More →
avatar for Carly França

Carly França

Director, UX Design, Fidelity Labs
Carly França was raised on the mean country roads of Boise, Idaho. She Studied Graphic Design and Advertising Design at the Art Institute of Colorado and the Art Institute of San Diego, CA. She spent her most formidable years working for a local marketing automation software startup... Read More →
avatar for Amy Bucher, Ph.D.

Amy Bucher, Ph.D.

Behavior Change Design Director, Mad*Pow
Amy Bucher, Ph.D., works in Behavior Change Design at Mad*Pow, a purpose-driven strategic design agency in Boston. Amy focuses on crafting engaging and motivating experiences that help people change behaviors that contribute to physical, mental, and financial health and well-being... Read More →
avatar for Matthew Rutledge, Ph.D.

Matthew Rutledge, Ph.D.

Associate Professor, Boston College Department of Economics
Matthew S. Rutledge is an associate professor of the practice in the Boston College Department of Economics, where he teaches courses in statistics, microeconomic theory, and the public policy of aging.  He is also a research fellow at the Center for Retirement Research at Boston... Read More →
avatar for Danielle Blanch Hartigan, PhD

Danielle Blanch Hartigan, PhD

Assistant Professor, Behavioral Scientist, Bentley University
Danielle Blanch Hartigan, PhD, MPH is an Assistant Professor in the Department of Natural and Applied Sciences at Bentley University in Waltham, MA.  She is Director of Bentley’s Health Thought Leadership Network (www.bentley.edu/healthTLN), a collaborative network of Bentley faculty and external stakeholders bridging boundaries of academia and industry to empower healthcare change. Her interdisciplinary research in psychology and public health aims to improve the patient experience and foster patient-centered care through better communication. Dr. Blanch Hartigan has a PhD in... Read More →
avatar for Skyler Place, PhD

Skyler Place, PhD

Chief Behavioral Science Officer, Cogito
Dr. Skyler Place combines decades of psychological theory with cutting edge behavioral data to drive positive behavior change. He influences product capabilities and provides thought leadership to clients within enterprise sales and service operations. His team of behavioral scientists... Read More →


Thursday October 25, 2018 1:25pm - 2:05pm
Forum

2:05pm

Real Time Conversational AI: Skyler Place, PhD, Cogito
Speakers
avatar for Skyler Place, PhD

Skyler Place, PhD

Chief Behavioral Science Officer, Cogito
Dr. Skyler Place combines decades of psychological theory with cutting edge behavioral data to drive positive behavior change. He influences product capabilities and provides thought leadership to clients within enterprise sales and service operations. His team of behavioral scientists... Read More →


Thursday October 25, 2018 2:05pm - 2:30pm
Forum

2:30pm

Designing for Women Isn’t “Pinkwashing”
Designing for Women Isn’t “Pinkwashing”
When Ellevest set out to create a financial services company geared toward women — in an industry dominated by older white men — they knew they had to start the design process from scratch. This session will discuss why Ellevest spent thousands of hours researching how women really make money decisions — and how their findings destroyed a lot of stereotypes. The result? Anything but Lady Doritos.

Speakers
avatar for Melissa Cullens

Melissa Cullens

Chief Design Officer, Ellevest


Thursday October 25, 2018 2:30pm - 2:55pm
Forum

2:55pm

How we Misthink Money, Behavioral insights from author Jeff Kreisler, PeopleScience.com
Dollars and (Non)Sense
Why do your clients think about money and make the irrational financial decisions that they do? How can behavioral economics help you reframe their choices for better outcomes?
 
Jeff Kreisler – Editor-in-Chief of PeopleScience.com and award-winning co-author of "Dollars and Sense” – shares the practical and entertaining insights of behavioral science to help create better financial decision-making structures for the irrational and illogical among us. 
 
In his talk and Q&A, Jeff exposes and explores the hidden forces that secretly drive choices about money. He explains why irrational behavior often interferes with best intentions when it comes to managing finances, saving and investing.
 
Why don’t we value our future comfort and security as much as our present pleasure and spending?  Why does paying for things often feel like it causes physical pain? Why do complex financial options cause us to make irrational financial choices? We’ll explore these questions and more as we get to the heart of our financial decision making process.
 
Fascinating, engaging, funny, and essential, Dollars and Sense is a sound investment, providing the practical tools we need to help ourselves and our clients’ understand and improve financial choices, save and spend smarter, and ultimately live better.

Speakers
avatar for Jeff Kreisler

Jeff Kreisler

Editor in Chief, PeopleScience.com
Jeff Kreisler is just a typical Princeton educated lawyer turned award-winning comedian, best-selling author and champion for behavioral economics. His second book, Dollars And Sense: How We Misthink Money and How To Spend Smarter – co-authored with Dan Ariely – was dubbed... Read More →


Thursday October 25, 2018 2:55pm - 3:20pm
Forum

3:20pm

Afternoon Break
Thursday October 25, 2018 3:20pm - 3:50pm
Commons

3:50pm

(Fireside Chat) USAA: Balancing Competing Demands to Achieve Exceptional Customer Experiences: Pamela Barclay, USAA
Understanding your customers' wants and needs is one thing, but actually delivering excellent customer experiences at scale is truly complex. USAA is no stranger to this challenge, in fact, they consistently receive among the highest customer service and member loyalty ratings in the industry. In this Fireside Chat, Pamela Barclay, AVP (…), will share her experience navigating the competing demands that exist in large, established enterprises, like USAA. She will discuss how her team effectively roadmaps initiatives that serve both diverse member needs, as well as, the interdependencies of a multi-product line business. Beyond, vision setting, Pamela will also share what she's learned about how to implement these priorities through productive stakeholder alignment and the effective use of Agile. Join us for the conversation!

Speakers
avatar for Pamela Barclay

Pamela Barclay

AVP, Senior Experience Owner Property Insurance Experience, USAA
Pamela Barclay brings more than 25 years of experience leading transformational change efforts at USAA. Her passion during her almost three decades at USAA has been supporting and leading teams that focus on combining technology enhancements and innovations with human-centered design... Read More →
avatar for Rob Gifford

Rob Gifford

Director, Experience Design, Mad*Pow
Rob is that guy who grew up spending hours drawing and painting in the basement. Quickly abandoning a stereotype, he headed to college to study psychology. That explains why he’s at Mad*Pow as an Experience Design Director, after earning his wings at companies like Medullan, Wiklund... Read More →


Thursday October 25, 2018 3:50pm - 4:10pm
Forum

4:10pm

Designing, Equipping and Maintaining a User Research Lab: Jay Dubois, Fannie Mae
The Pines of Research: Designing, Equipping, and Maintaining User Research & Facilitation Labs

Abstract: Rigorous design research methodologies are key in driving value through our customer experience programs. Blending the unique experience of standing up your first user research lab with the famous tone poem by Ottorino Respighi "The Pines of Rome", this session will provide key considerations in planning and execution of bringing a lab space to your team...oh, and some instrumental inspiration as well.

Speakers
avatar for Jay Dubois

Jay Dubois

Leader, Capital Markets Design Team, Fannie Mae
Jay DuBois is the Leader of the Capital Markets Design Team, a part of Customer Experience Design (CXD) at Fannie Mae. He leads a tremendous group of designers that challenge the status quo and create intuitive, insight-driven experiences at Fannie Mae. With a focus on uncovering... Read More →


Thursday October 25, 2018 4:10pm - 4:35pm
Forum

4:35pm

Case Study: Jarbux
Speakers
avatar for Andrew Wright

Andrew Wright

CEO & Founder, Jarbux
Andrew is the CEO and Co-Founder of Jarbux. Jarbux is a product ecosystem that integrates saving, eCommerce, and charitable giving. They help you save money in a fun way.


Thursday October 25, 2018 4:35pm - 4:55pm
Forum

4:55pm

Business Transformation: Design is not a Department: Jen Cardello, Fidelity Investments
Design is not just a department! Scaling the Design & Innovation Practice in Transformational Organizations
Transformation is the new black! Business, digital, agile, etc. Many large, traditional enterprises are jumping on the transformation bandwagon to amplify their innovation capability and improve business outcomes. One of the things that can get overlooked is the organizational design of the design and research functions. Designing how these teams are built, where they sit and how they serve the business are critical in ensuring transformation delivers the desired business outcomes. This is particularly acute in agile-based organizations that may be primarily focused on improving delivery. As transformation leaders we can no longer treat design and research as departments – they are capabilities that support an organization in differentiating itself from the competition. This talk will focus on ways in which organizations can be more mindful in their structure to enable true and lasting transformation.

Speakers
avatar for Jennifer Cardello

Jennifer Cardello

Vice President, Strategic and User Experience Insights, Fidelity Investments
Jen has spent over 20 years helping organizations optimize human-centered design to gain business advantage and build customer value.  She currently leads Fidelity’s User Experience Research & Insights team. Her expertise is scaling design and research capability across agile organizations... Read More →


Thursday October 25, 2018 4:55pm - 5:20pm
Forum

5:20pm

Closing Remarks: Mike Kirkpatrick, SVP, Client Experience & Strategy, Mad*Pow
Speakers
avatar for Michael Kirkpatrick

Michael Kirkpatrick

SVP, Client Experience & Strategy, 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 25, 2018 5:20pm - 5:30pm
Forum

5:30pm

Cocktail Reception
Thursday October 25, 2018 5:30pm - 7:00pm
Deck