A unique gathering of designers, technologists and businesses that care about creating experiences people love

2015 Confirmed Speakers

  • Suzanne Pellican

    Keynote: Getting Design Thinking Into Your Organizational DNA

    Full Bio »

    Suzanne Pellican Intuit

    Suzanne Pellican

    Suzanne Pellican is the Vice President and Executive Creative Director for fin-tech giant, Intuit’s wide range of small business products. This role, focused on crafting a phenomenal end-to-end experience for Intuit customers, brings her back full circle to her origins. Although she came of age as a product designer—launching multiple v1 efforts at Fitch, V2 group and, in her early years, at Intuit—over the last decade she expanded her focus to utilize the power of design to transform organizational culture.

    As the Director of Intuit’s “Design for Delight” program, Suzanne’s mission was to get Design Thinking into the DNA of Intuit—to change the way people work across every function—in pursuit of creating awesome and delightful products for Intuit’s wide range of users. She and her team trained and cultivated a community of 200 innovators who have run over a thousand workshops in the past 5 years, and through these impacted and influenced thousands of employees.

    Originally from Ohio—go Buckeyes!—Suzanne has made the Bay Area her home. Her husband launched his own startup three years ago and somehow amidst all the chaos they’re finding time to have a blast with their three young children.

     

  • Dan Saffer

    Workshop: Microinteractions: How to Design Details

    Full Bio »

    Dan Saffer Jawbone

    Dan Saffer

    Since 1995, Dan Saffer has designed everything from websites to appliances to robots. He believes that design isn’t only about problem solving, but about creating a better, more humane future.

    Dan’s insightful, thoughtful approach to design has been captured in the three books he’s written—Designing for Interaction, Designing Gestural Interfaces, and Designing Devices—which are required reading for any student of interaction design. His latest book, Microinteractions, was published in 2013 to great acclaim.

    Dan is currently Creative Director, New Products at Jawbone, where he works on next-generation wearables and consumer electronics.

    Follow him on Twitter at @odannyboy

  • Rachel Binx

    The Joy of Small Data

    Full Bio »

    Rachel Binx NASA Jet Propulsion Laboratory

    Rachel Binx

    Speaker Meet and Greet

    Rachel Binx is a design technologist, currently working at NASA’s JPL to create data visualizations to aid in spacecraft operation. In addition to her visualization work, Rachel has also started three companies (Meshu, Gifpop, and Monochōme), each of which creates custom objects based on customers’ personal data. When not sitting in front of a computer, Rachel enjoys travel, photography, and hanging out with parrots.

  • Josh Clark

    Keynote: Magical UX & the Internet of Things
    Workshop: Prototyping Magic for the Internet of Things

    Full Bio »

    Josh Clark Big Medium

    Josh Clark

    Speaker Meet and Greet

    Josh Clark is an interaction designer specializing in connected devices, multi-device design, product strategy, and user experience. He’s the author of four books, including “Tapworthy: Designing Great iPhone Apps” (O’Reilly, 2010) and the forthcoming “Designing for Touch” (A Book Apart, 2015). Josh’s agency Big Medium offers design services, strategic consulting, and training to help creative organizations build exceptional interfaces for apps, websites and connected devices. His clients include AOL, Time Inc., eBay, O’Reilly Media, and many others.

  • Rachael Yu

    Designing Environments for Customer Experience

    Full Bio »

    Rachael Yu Airbnb

    Rachael Yu

    Rachael Yu is interested in how architectural moves, both big and small, affect the measure of pleasure and function in space. She has first-hand experience in the act of creating, from the mouse to the hammer. She earned a Bachelor of Architecture, with honors, from California College of the Arts. She has spoken at UC Berkeley and the Swiss Institute in New York. Her contributions to exhibitions include: Zer01 San Jose Biennial, Studio for Urban Projects, and 2009 AIA National Convention. After four years of running Myriad Harbor, a design studio focused primarily on commercial  interiors, Rachael and her partner, Aaron Taylor Harvey, co-founded the Airbnb Environments  team in April 2014. She has contributed to various designs in a variety of mediums for Airbnb, from miniature 3D printed models of actual listings on the site to an urban park‐like event space, replete with an “outdoor” theater for a three-day company gathering. She is currently working with Aaron on designing workspaces for Airbnb, combining  research with the core values of the company to produce a unique solution for employees of Airbnb.

     

  • Golden Krishna

    Huddle: Deconstructing Delight

    Full Bio »

    Golden Krishna Zappos

    Golden Krishna

    Speaker Meet and Greet

    For years, Designer Golden Krishna has been behind the scenes, solving technology problems for companies from startups to Fortune 50. He’s currently a Senior UX Designer at Zappos Labs, where he works in a small group dedicated to creating new, delightful experiences for Zappos. Previously, he worked at a Samsung innovation lab, designing and building the near future of consumer electronics. He began his career working at the world-renowned design consultancy Cooper in San Francisco.

  • Suzi Hamill

    Huddle: Project Joy: Designing Delight into the Workplace

    Full Bio »

    Suzi Hamill Fidelity Investments

    Suzi Hamill

    Suzanne (Suzi) Hamill is the Vice President of Design Thinking at Fidelity Investments. Her team strives to provide Fidelity employees with the tools to put the customer first in all they do. The design thinking team teaches user centered innovation best practices. They also lead the design research for Fidelity Lab’s incubator program. Prior to the Design Thinking Team, Suzi led user experience teams as the Design Director for Fidelity’s web and mobile platforms. Before joining Fidelity Suzi defined the online presence for several firms, including American Express, IBM, and The Boston Globe.

  • Aaron Taylor Harvey

    Designing Environments for Customer Experience

    Full Bio »

    Aaron Taylor Harvey Airbnb

    Aaron Taylor Harvey

    A strong advocate for designing in the third and fourth dimension, Aaron Taylor Harvey believes architecture should build personal narrative and transform the everyday. He does not design for photos but rather for people. After four years of running Myriad Harbor, a design studio focused primarily on commercial interiors, Aaron and Rachael Yu co-­founded the Airbnb Environments team in April 2014.

    Aaron functions as the Environments Design Lead for Airbnb, primarily working to link culture and facilities into an ongoing, meaningful, and effective workspace experience. Environments combines design research with the core values of the company to produce unique workspaces for Airbnb employees. In addition to workspace design, Aaron has designed three large, multi-­day events for Airbnb. These events facilitate work, play, learning, and communication amongst employees and users.

    He earned a Bachelor of Arts degree in Cinema from San Francisco State University and a Master of Architecture degree from California College of the Arts. He was an adjunct professor at California College of the Arts from 2010‐2014 in the Architecture Department and First Year Core.

     

  • Peter Jones

    Healthcare Intensive: Designing for the Lifecycles of Health: A Service Design Studio

    Full Bio »

    Peter Jones Author, Design for Care

    Peter Jones

    Peter Jones is an experienced innovation consultant and design researcher and the founder of Redesign, now located in Toronto. For over 20 years he has designed (and coordinated to release) market-leading interactive information services for legal, medical, educational, business, and scientific applications.

    Peter’s healthcare innovation research develops the opportunities for connecting content and learning resources to professional practice and clinical education. He has led service design and field research for leading decision and educational services and interactive products for physicians, nurses, and medical students. He is author of Rosenfeld Media’s Design for Care: Innovating Healthcare Experience. He wrote Design for Care to help designers deliver systemically relevant solutions to the emerging problems of multidisciplinary healthcare services and the complexity of care: http://designforcare.com.

    Peter is also associate professor at Toronto’s OCAD University, where he is a senior fellow of the Strategic Innovation Lab and teaches in the Strategic Foresight and Innovation MDes program. Peter previously published We Tried to Warn You (Nimble Books, 2008) and Team Design (McGraw-Hill, revised in 2002). He has authored recent peer-reviewed research articles and whitepapers, available online at his blog Design Dialogues.

  • Jeanne Bliss

    Huddle: The Customer Room: Grow Your Business by Improving Customers’ Lives

    Full Bio »

    Jeanne Bliss Chief Customer Officer 2.0

    Jeanne Bliss

    Leading customer experience and Chief Customer Officer authority Jeanne Bliss spent 25 years reporting to the presidents of Lands’ End, Allstate, Coldwell Banker and Microsoft Corporations—holding the first customer experience executive role for each.

    Through her company CustomerBliss, she has been helping chief customer officers and the C-suite worldwide transform their businesses to achieve customer-driven growth since 2002. Jeanne is also a speaker, engaging audiences in every business vertical around the world in keynotes and workshops.

    Jeanne unites the CEO, C-suite and chief customer officer to create a one-company approach for improving customer experiences and business operations to build customer-driven growth. In this work, she transforms how the leadership team works together, makes decisions, and embeds how the business does their work—to earn the right to growing the customer asset. Her focus is on coaching, bringing individuals together as a cohesive team to clarify and simplify customer-centric actions to lead the organization.

    Jeanne’s new book, Chief Customer Officer 2.0 was published in June. With all new and updated content, it includes the framework for coaching these leadership teams and interviews with more than 40 chief customer officers.

    Jeanne Bliss co-founded the Customer Experience Professionals Association and is called on regularly by major media to address consumer and business-related issues in the marketplace.

     

  • Dean Cookson

    Huddle: Deconstructing Delight

    Full Bio »

    Dean Cookson Virgin America

    Dean Cookson

    A technology industry veteran, Dean Cookson brings over 20 years of experience in computer operations and over a decade of experience with web-facing businesses to Virgin America. As CTO, Dean leads the airline’s strategic technology initiatives, including the implementation of the company’s new reservations and operational platforms. In addition, Dean oversees Virgin America’s data centers, storage subsystems, core application infrastructure and integration, and the architecture of its website.

    Dean comes to Virgin America from Basho Technologies, where he served as Vice President of Business Development. Prior to that, Dean served as Chief of Operations at the HP-owned Snapfish, where he had responsibility for all aspects of site delivery, product fulfillment, and worldwide customer support in 11 languages. Before joining Snapfish, Dean served as Director of Operations at Looksmart, where he oversaw production systems, database, network and data centers, and helped grow the search infrastructure to support more than 600 million searches per day.

    Dean studied Physics and Computer Engineering at Case Western Reserve University and attended Northeastern University’s College of Computer and Information. He lives in Mill Valley, California, with his wife and two sons.

     

  • Amber Case

    Keynote: Designing Calm Technology

    Full Bio »

    Amber Case Healthways

    Amber Case

    Speaker Meet and Greet

    Amber Case is an entrepreneur and researcher helping Fortune 500 companies design, build, and think about connected devices. She is the former co-founder and CEO of Geoloqi, a location-based software company acquired by Esri in 2012. She spoke about the future of the interface for SXSW 2012’s keynote address, and her TED talk, “We are all cyborgs now,” has been viewed over a million times. Named one of National Geographic’s Emerging Explorers, she’s been listed among Inc. Magazine’s 30 under 30 and featured among Fast Company’s Most Influential Women in Technology.

    Case is the author of An Illustrated Dictionary of Cyborg Anthropology and Designing Calm Technology from O’Reilly Books (Fall 2015). She is a passionate advocate of privacy and the future of data ownership, and is interested in furthering the ideas of Calm Technology, wearable computing, and the future of the interface. Her current work as Managing Director of Existence at Healthways involves predictive analysis and wellness. Amber lives and works in Portland, Oregon; you can follow her on Twitter @caseorganic and learn more at caseorganic.com.

  • Joe Stewart

    Huddle: Deconstructing Delight

    Full Bio »

    Joe Stewart Work & Company

    Joe Stewart

    Joe Stewart is Partner, Design at Work & Company, where he oversees design and branding across all client engagements.

    Prior to founding Work & Company, Joe was Partner & Global Creative Director at Huge, where he was responsible for managing the agency’s global portfolio, overseeing all creative output, and personally directing and designing for key accounts, including Target, JetBlue, Pepsi, Pizza Hut, MoMA, NYC, Under Armour, and Reuters.

    Joe has over 16 years of digital experience. Over that time his work has won dozens of awards and has been featured in Ad Age, Ad Week, Apple.com, Creative Bloq, Creative Review, Fast Company, How Magazine, The New York Times, Step, and many more. Joe was named one of Fast Company’s “Most Creative People in Business” and one of the “Top 50 Web Designers” in the world by Net Magazine.

    Joe has an active profile within the design community as a public speaker, writer and juror for Cannes, SXSW, The Webby Awards, The Pixel Awards and Fast Co. Design Awards.

  • Erin Moore

    More Than a Feeling: Designing for Digital Complexity

    Full Bio »

    Erin Moore Twitter

    Erin Moore

    Speaker Meet and Greet

    Erin Moore loves getting involved on a ground level with people who love to collaborate and make amazing things happen. She’s fascinated by the ways people interact with information and loves the ways that storytelling can empower people to generate new ideas. Her holistic, people-centric approach has resulted in the creation of new data-driven experiences for Twitter’s product development teams, mobile banking services for rural populations in Pakistan, and a crisis management platform for the United Nations.

    Erin also has a travel itch that she scratches as often as possible and is inspired by the ways that design and technology can connect people around the globe.

     

  • Dave Wieneke

    Emcee
    Workshop: Building Healthcare Brands in the Age of Empowered Patients

    Full Bio »

    Dave Wieneke Connective DX

    Dave Wieneke

    Speaker Meet and Greet

    Dave Wieneke is a digital strategist at Connective DX. He helps brands crack the code for being more accessible and influential via digital channels. He heads the Connective DX Digital Strategy practice and is a faculty member at Northeastern University and Rutgers University, where he teaches graduate courses in digital business, social branding and mobile design.

    Before agency life, Dave built and directed digital teams at Thomson Reuters, the Christian Science Monitor, and Sokolove Law. He also writes for eConsultancy and AdAge.

     

  • Kuan Luo

    Workshop: Designing for the Future

    Full Bio »

    Kuan Luo Etsy

    Kuan Luo

    Kuan Luo is a Product Designer at Etsy, where she focuses on building informed and meaningful tools for Etsy’s growing creative community of over 1.4 million sellers. Before Etsy, Kuan was the Director of Design at Grand St., a marketplace for indie electronics that was acquired by Etsy in 2014. She has also designed mobile experiences for the Washington Post. Originally from Shanghai, Kuan is now based in Brooklyn, NY. When she’s not traveling and running workshops, she’s out preparing for the upcoming New York City marathon in November. Kuan loves the future and a good taco.

  • Jo Carter

    Workshop: Culture Mapping: Making the Invisible Visible

    Full Bio »

    Jo Carter The Satori Lab

    Jo Carter

    Jo Carter is on a mission to re-boot organizations by giving the people within them the chance to get off the hamster wheel and helping them to understand and use new tools and thinking models to do stuff in better, more effective ways.

    With 17 years as a chartered surveyor, including 10 years in government, Jo has insider knowledge on how big organizations look and feel from the inside. More than just another management expert, Jo is unafraid to break new ground. She has helped a community group start to set up the first Town Team in Wales and lead a project to aid collaboration between councils using GitHub.

    Jo‘s real skill is in helping people to see things from a different perspective and giving them a refreshed purpose and motivation—reconnecting leaders and workforces with why they are working where they are.

     

  • Esko Reinikainen

    Workshop: Culture Mapping: Making the Invisible Visible

    Full Bio »

    Esko Reinikainen The Satori Lab

    Esko Reinikainen

    Esko Reinikainen has been called by turns “a heretic” and “a visionary leader with a social conscience.” Over his career he has spent time in the military, as a theatre director, in cultural administration, as a local government officer, and various hacking disciplines.

    His current practice was prototyped during his architecture of the Monmouthshire Intrapreneurship School as part of the Nesta Creative Councils innovation program, and is being further refined through innovation work with a range of clients, including housing associations, the Cabinet Office, and city governments around the UK.

    Drawing from a range of intellectual resources, from the Massachusetts Institute of Technology to Aalto University (Finland) and collaborative practice in international networks, he is developing tools, methods and processes that help organizations undergo radical change. If you need to understand how the confluence of complex adaptive systems, peer-based modes of production, agile development, user-centered design, culture transformation, and radical innovation matter to the survival of your organization, you may just want to invite him for lunch.

  • Lakshmi Rengarajan

    Huddle: The Art of Engagement: What We Can Learn from the Dating World

    Full Bio »

    Lakshmi Rengarajan Match.com

    Lakshmi Rengarajan

    As Director of Event Design and Strategy for Match’s events division, Lakshmi Rengarajan focuses on designing environments that inspire people to cross the room. It’s about closing the distance between meeting people and actually connecting with someone, she says. Lakshmi’s current role builds on the experience she had launching an original event concept called “Me So Far” in 2010. With the aim of bringing storytelling and thoughtful design to singles events, she began to rethink everything from nametags to spatial considerations in getting people to meet each other. Those lessons from the dating world can also help create better connections and experiences in the workplace, as well.

     

  • Paul O’Connor

    Huddle: Innovation in the Everyday

    Full Bio »

    Paul O’Connor Ziba Design

    Paul O’Connor

    Paul O’Connor is a strategist of brands, people and design, steering the craft of creative direction and spearheading business development efforts at Ziba. With a background in hands-on industrial design and more than 15 years’ experience as a visualizer and storyteller, Paul ensures comprehensiveness across the studio’s work, balancing creativity, logic, technical detail and narrative. He weighs organizational cultures, competitive landscapes and industry biases in the light of consumer insights and practical know-how, tackling tough questions and leading innovation-oriented projects with each of Ziba’s business groups.

    Most recently, Paul worked with Heinz to evolve one of the world’s most iconic packages. Past clients of note include Intel, TDK, Sony, Konica, REI, Best Buy, Toshiba, Nike, Sirius XM, and Procter & Gamble.

    Paul holds a BA in Industrial Design with honors from the University of Illinois at Champaign–Urbana and spent a year abroad at the University of Northumbria, Newcastle, England. His writing has been published in Fast Company, and he frequently lectures on design and strategy.

  • Gary Hirsch

    Keynote: Monsters, Robots & Improv
    Workshop: You Are An Improviser: New Ideas from an Unlikely Source

    Full Bio »

    Gary Hirsch On Your Feet

    Gary Hirsch

    Gary Hirsch is the co-founder of On Your Feet. He is an early pioneer in using improvisation to help organizations generate new ideas, collaborate, engage audiences and walk their talk. Gary works closely with clients such as: Nike, Intel, Disney, Apple, and others. Gary helps run the On Your Feet HQ in Portland, Oregon.

    After improv, Gary’s second love is visual art. Storytelling, improvisation and doodling are all inter-related for Gary; when he’s doing any of these there are never enough hours in the day. Currently he is obsessed with small domino robots. You can see him wax poetically (and otherwise) about improv, robots, kid’s art and collaboration on his TEDX talk here.

  • Jennifer Liebermann

    Imagining Care Anywhere

    Full Bio »

    Jennifer Liebermann Kaiser Permanente's Garfield Center

    Jennifer Liebermann

    Jennifer Liebermann, literally created the job of her dreams: Mapping out the future of health care for one of the nation’s biggest and most innovative providers.

    Jennifer has been involved with the Garfield Innovation Center since January 2005, when several Kaiser Permanente leaders asked the question, “How might we create a ‘Unit of the Future’ at Kaiser Permanente where we can test how new technologies impact our front line staff?” Jennifer led the cross-functional team to develop, fund, and launch what is now the Garfield Innovation Center, with a multidisciplinary focus that also includes testing Kaiser Permanente’s new facility designs.

  • Colin O’Neill

    Creating Connected Experiences

    Full Bio »

    Colin O’Neill Connective DX

    Colin O’Neill

    Colin O’Neill brings over 18 years of digital design experience to the Connective DX team. As VP of Experience Design, Colin plays an integral role in helping clients to connect their goals with user needs, and leads the User Experience and Creative teams in developing memorable experiences that translate to business value. Colin’s background includes digital strategy, advertising, marketing and design for B2B and B2C clients including IBM, Kodak, Charles Schwab, LinkedIn and Adobe. Prior to Connective DX, Colin was Creative Director at agencies in San Francisco and in Portland. Outside the office Colin spends time hiking or snowboarding in the mountains and being a really terrible drummer.

  • Asha Srikantiah

    Huddle: Project Joy: Designing Delight into the Workplace

    Full Bio »

    Asha Srikantiah Fidelity Investments

    Asha Srikantiah

    Asha Srikantiah is a Director of Design Thinking & Innovation in Fidelity Labs—an internal R&D group that creates new, adjacent businesses for Fidelity Investments. Asha loves the intersection of story and strategy, and draws on her experience in the entertainment industry (where she worked with Viacom Productions, New Line Cinema, and JWT) with more recent stints in management consulting and entrepreneurship. She’s a graduate of the Newhouse School at Syracuse University and has an MBA from the Rotman School of Management.

  • Derek Phillips

    Huddle: Storytelling in the Age of IoT

    Full Bio »

    Derek Phillips Connective DX

    Derek Phillips

    Derek Phillips leads the content strategy practice at Connective DX. He works alongside the other Experience Design discipline leads to develop processes, templates, and best practices that enable strategic approaches to content for Connective DX’s clients. Additionally, he oversees implementation of the content strategy work for the organizations. With over 15 years in digital strategy, Derek brings a wide range of experience across several verticals and a track record of success for clients large and small. Derek is a member of the Portland Advertising Federation and Chicago Interactive Marketing Association, as well as a co-manager of the Content Strategy PDX Meet-up group, boasting almost 1,200 members. His recent projects include BMC Software, Salem Health, Priority Health, Banner Bank, Compendium Finance, and Citrix

     

  • Tom Bennett

    Huddle: Storytelling in the Age of IoT
    Workshop: Culture Mapping: Making the Invisible Visible

    Full Bio »

    Tom Bennett Connective DX

    Tom Bennett

    Tom Bennett serves on the Connective DX Experience Strategist group, leading the development of client and agency strategy through the lenses of experience and design thinking.  Tom has earned over 22 years of agency and marketing experience, serving diverse roles in Strategy, Creative, Account Management and Technology Leadership. He is developing core methodologies designed to help clients make sound technology and infrastructure investments in order to meet new customer experience needs.  Tom comes from a background in Social Innovation, having helped launch noted local incubator organizations such as Hatch and Springboard Innovation. He is an avid speaker, presenter, photographer, amateur mechanic, and noted welder. His most recent achievement was to wreck his team’s race car in an off-track ‘incident’ – details of which still remain in debate…

  • Steve Kemper

    Workshop: Building Healthcare Brands in the Age of Empowered Patients

    Full Bio »

    Steve Kemper Connective DX

    Steve Kemper

    Steve Kemper has spent more than a decade building global brands and helping clients succeed online in the U.S. and abroad. An experienced project manager and producer, Steve’s experience and expertise spans industries including retail, entertainment, health care, publishing, consumer goods, travel & tourism, and the public sector. Steve’s broad experience within the Internet industry, with a strong focus on international business, over the past decade has given him a holistic view of client needs and opportunities. In addition to writing for publications such as MultiLingual Computing magazine, Steve addresses audiences across the country, from the Japan Society of New York to the SearchFest search marketing conference in Portland, Oregon.

Register by September 25 and save up to $200

Conference Pass

$799 per person
($999 after 9/25)

  • Full two-day pass (10/5-10/6)
  • Pre-conference outing (10/4)
  • Welcome party (10/4)
  • Opening night party
  • Workshop pass
  • Access to speaker resources & session recordings
  • Your photo with the big green smiley

Group Pass

$699 per person
($899 after 9/25)

  • Bring 4 or more and save
  • All the benefits of the Conference Pass
  • Learn and grow with your team
  • Countless moments of delight!

Healthcare Bundle

$1,199 per person SOLD OUT
(Join the waitlist on Eventbrite)

  • Full conference pass (10/5-10/7)
  • Extra day Patient Experience intensive with Peter Jones (10/7)
  • Healthcare lunch with select speakers
  • Healthcare digital experience workshop
  • Healthcare book bundle

Delight Patron

$2,500 per person

  • All benefits of full conference pass
  • VIP lunch with select speakers
  • Author book bundle
  • Student ticket sponsorship
  • 15% discount for others in your organization
  • Company logo on onsite signage & website
  • Mention by emcee on stage
  • 
Beloved by everyone!

“What does it mean that we all want to be different if we’re all using the same service? Of course the reality is we aren’t all using the same service… but there is this constant and incredible tension here about the desire to have difference while wanting to embrace the same platforms that other people are embracing.”

Genevieve Bell, Intel
2014 Delight Speaker

Genevieve Bell
Past Speakers –View all past speakers
  • Zipcar
  • MailChimp
  • Intel
  • Zappos
  • Warby Parker
  • Simple

About the Event

Delight 2015 is a unique gathering of leaders passionate about bringing exceptional experiences to life. Returning for a fourth year, the two-day event fosters an intimate forum that encourages big ideas, interactive discussions and lasting connections.

The week kicks off by bringing together hundreds of business, design and technology professionals in a single-track, shared experience event.

With inspiration and ideas around delightful experience design, attendees head into a second day of practical, deep-dive breakout sessions. The unique format of Delight enables meaningful discussions across a range of industries and verticals unlike any other conference.

The 2015 program also features a third-day intensive workshop for healthcare leaders focused on the impact of design and patient experience.

The 2014 event sold out with 400+ attendees. Space will again be limited. Get your tickets early to reserve your spot for the 2015 event. Check out video recordings from the 2014 event and for speaker announcements and other delightful updates.

Interested in becoming a 2015 event Partner? Email us at info@delight.us.

#DelightConf

Agenda

Here’s an overview of what to expect at Delight, with details below.

Main Event

Delight kicks off in the Portland Art Museum’s Grand Ballroom for an all-day, one-track session with leaders who are creating exceptional brand experiences. Opening remarks kick off at 9 am sharp, and the closing keynote ends at 4:30 pm followed by evening festivities. A mix of keynote and shorter high-impact presentations will focus on core themes:

  • Delight in Action
  • Agents of Change
  • Disrupting with Delight

The inspiration and ideas from Monday’s talks will spill over into evening activities and an opening night party.

Huddles & Workshops

The second day of Delight brings together all conference attendees for an inspirational keynote, followed by huddles and interactive workshops. (Don’t worry, we’ll break for lunch in between!). Areas of focus include:

  • Deconstructing delight
  • Culture and leadership
  • Customer journey mapping
  • Microinteractions
  • Designing for delight
  • Storytelling
  • Healthcare digital experiences

Healthcare Intensive

On day three a full-day workshop for healthcare practitioners will focus on improving patient experience and care. Available as part of the Healthcare Bundle, this hands-on intensive will be led by Dr. Peter Jones, author of Design for Care and associate professor at Toronto’s OCAD University. Peter and team will focus on:

  • Rethinking care and its consumers
  • Patient-centered service design
  • Co-creating care
  • Systematic design for healthcare innovation

This workshop will have very limited space and is available only to attendees with the healthcare bundle ticket option.

Sunday, October 4th

2 – 4 pm
  • PDX Pub Crawl

    Multiple locations, TBA

    view details

    Whether you live in Portland or are just coming in for Delight, get a taste of “Beervana” at a few brewpubs hand-pulled by the Connective DX team.
5 – 7 pm
  • Welcome Reception

    Paramount Hotel

    view details

    Meet up with other Delight attendees before the conference starts!

Monday, October 5th

8 – 9 am

Registration, Networking & Breakfast Portland Art Museum, Sunken Ballroom

9 – 9:15 am

Opening Remarks Portland Art Museum, Kridel Grand Ballroom

  • view details

    Welcome to Delight 2015!
9:15 – 9:55 am
  • Keynote: Getting Design Thinking Into Your Organizational DNA

    Suzanne Pellican, Intuit

    view details

    More details coming soon!
9:55 – 10:15 am
  • More Than a Feeling: Designing for Digital Complexity

    Erin Moore, Twitter

    view details

    Designing and building products that have a meaningful impact on people’s lives is an exorbitant amount of work. Yet products that do this successfully are the ones we return to again and again. Despite their complexity, these products make interactions with others and environments seem effortless, desirable—and even addictive. How do we as designers do the hard work of creating products that are useful and relevant? What repeatable process can we look toward to solve problems for people whose motivations and behaviors can be hard to predict? Erin will share how coaching collegiate athletics helped her understand complex systems, and how that experience still influences her daily design process at Twitter.
10:15 – 10:45 am

Break

10:45 – 12:00 pm
  • Designing Environments for Customer Experience

    Aaron Taylor Harvey & Rachael Yu, Airbnb Environments Team

    view details

    More details coming soon!
  • Creating Connected Experiences

    Colin O’Neill, Connective DX

    view details

    More details coming soon!
  • Surprise Speaker

    Speaker to be announced soon

    view details

    More details coming soon!
12 – 1 pm

Lunch Portland Art Museum, Sunken Ballroom

1 – 2 pm
  • Keynote: Monsters, Robots & Improv

    Gary Hirsch, On Your Feet

    view details

    Collisions often create the best ideas. This interactive, story-based session will help you see invisible opportunities, co-create with your audience, and understand how collisions (in this instance improv, art and a small robot army) can lead to delightful surprises.
2 – 2:30 pm
  • Imagining Care Anywhere

    Jennifer Liebermann, Garfield Health Care Innovation Center at Kaiser Permanente

    view details

    More details coming soon!
2:30 – 2:55 pm

Break

3 – 3:20 pm
  • The Joy of Small Data

    Rachel Binx, NASA JPL

    view details

    How can we create tools to view, explore and connect with our data? For the past year, Rachel has been exploring this question with her work at NASA’s Jet Propulsion Laboratory, where she’s designing and building an application for spacecraft operators to analyze their telemetry data. Outside of her day job, she’s created three companies that create custom objects from customers’ personal data, namely Meshu, Gifpop and Monochōme. All of these projects share the same goal: to create intuitive and engaging visualizations and to help users find meaning in their data.
3:20 – 4 pm
  • Keynote: Designing Calm Technology

    Amber Case, Healthways

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    Technology shouldn't require all of our attention, just some of it, and only when necessary. Calm technology describes a state of technological maturity where a user's primary task is not computing, but being human. The idea is to have smarter people, not things. Amber will cover how to use principles of Calm Technology in product design and how we must to manage the next generation of connected devices in our human landscape.
4 – 4:30 pm

Wrap-Up & Closing Remarks

4:30 – 5:30 pm

Break & Travel Time

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    Stop by your hotel room, drop off your bag, take a nap, or grab a quick bite, then head over to the party at Punch Bowl Social!

5:30 – 9 pm

Opening Night Party Punch Bowl Social

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    Top things off with bowling, karaoke, arcade games and more, plus great food and drinks.

Tuesday, October 6th

8:30 – 9 am

Coffee & Networking Portland Art Museum, Sunken Ballroom

9 – 9:10 am

Welcome & Opening Remarks Portland Art Museum, Kridel Grand Ballroom

9:10 – 9:50 am
  • Keynote: Magical UX & the Internet of Things

    Josh Clark, Big Medium

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    Designing for the internet of things means blessing everyday objects, places, even people with extraordinary abilities—requiring designers, too, to break with the ordinary. Designing for this new medium is less a challenge of technology than imagination. Sharing a rich trove of examples, designer and author Josh Clark explores the new experiences that are possible when ANYTHING can be an interface.
9:50 – 10:15 am

Break

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    More details coming soon!
10:15 – 11:45 am

Breakout Huddles Various locations

  • Deconstructing Delight

    Dean Cookson, Virgin America | Joe Stewart, Work & Co | Golden Krishna, Zappos

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    More details coming soon!
  • The Customer Room: Grow Your Business by Improving Customers’ Lives

    Jeanne Bliss, Author of Chief Customer Officer 2.0

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    The Customer Room is an experience that engages and unites leaders in focusing on customers’ lives. It engages them in caring about and taking actions, and it changes how your company will and will not grow. The Customer Room establishes an accountability forum that transcends most governance meetings, where projects are reported but engaging in understanding and improving customers’ lives is not always built-in.

    In this interactive huddle, you'll walk the walls of a draft customer room and begin to plan and build your own version of a Customer Room, customized to your company, leaders and culture. For more information on a Customer Room, download this manifesto [http://bit.ly/1JWKEm9] by huddle leader Jeanne Bliss, who has been building Customer Rooms with clients around the world for more than 20 years.
  • Storytelling in the Age of IoT

    Tom Bennett and Derek Phillips, Connective DX

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    With the advent of IoT (Internet of Things) more devices have joined the conversation online, and they can create, share and interact with information on the user’s behalf. Connective DX leads this conversation with an experience-first set of tools and guidelines. Participants will learn how to approach content strategy and storytelling in this new environment, including the nuances of content type. We'll also review frameworks and tools to keep complexity in check, with a focus on developing optimal experiences for users.
  • The Art of Engagement: What We Can Learn from the Dating World

    Lakshmi Rengarajan, Match.com

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    Dating isn’t the exclusive domain of people who are single and searching. We can all learn a lot from the singles space about the evolving dynamics of conversation and connection. Prior to joining Match, Lakshmi launched and developed Me So Far, a singles event platform designed to rethink the entire premise and objective of a dating profile. Her talk will explore conversation design, event design and configuring spaces for optimal interaction. By transferring principles from the dating world to a professional context, this huddle will get people crossing the room and talking to each other. You’ll learn how asking the right questions can elicit stories and insights rather than résumé bullet points. And you’ll take away practical tools for engaging in better conversations, whether at work or after hours.
  • Innovation in the Everyday

    Paul O’Connor, Ziba Design

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    From the Nest smart thermostat to Uber’s global assault on traditional taxis, many of the most successful innovations of recent years have come from the most mundane problems. Ziba’s Paul O’Connor explains why everyday, unexamined tasks are ripe for reinvention. Citing examples from Ziba’s own work, as well as a few cautionary tales, he details the shifts in technology and global consumer expectations that have transformed forgotten corners of our lives into massive businesses. Together, we'll identify promising “mundane” opportunities and consider the principles and pitfalls of redesigning them.
  • Project Joy: Designing Delight into the Workplace

    Suzi Hamill and Asha Srikantiah, Fidelity Design Team

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    More details coming soon!
11:45 am – 1:15 pm

Lunch: Explore Portlandia Choose your own adventure

1:30 – 4:30 pm

Workshops Various locations

  • Microinteractions: How to Design Details

    Dan Saffer, Jawbone

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    It's the small details that turn your product from one that's just tolerated to one that's loved. But how do you focus on details? This hands-on workshop will walk participants through the process of designing and refining microinteractions.

    We'll start with an introduction to microinteractions and step through the microinteractions model that sets the structure for the workshop. We start by focusing on triggers: the manual controls and system conditions that start all microinteractions. We'll do exercises on triggers, one of which is around the principle of "Bring The Data Forward." We’ll then focus on rules, the "interaction" part of microinteractions. We'll do exercises around Preventing Human Error and Don't Start From Zero—adapting the microinteraction to what's known about the user and/or the environment.

    After a quick break, we'll tackle the third part of microinteractions: feedback. We'll discuss animation, sound, and the messages that feedback conveys, then do exercises, including ones on "Using The Overlooked," where we take various pieces of UI to see how they could be reused for feedback and another on "Speaking Human," exploring how can we take utilitarian copy and make it more humane.

    Loops and modes are the last part of microinteractions. We'll talk about when to use modes and do an exercise around long loops: how to extend your product into the future.

    We'll end the workshop by discuss how to incorporate microinteractions into the design and overall product process, including how to sell them to clients and internal stakeholders.
  • Prototyping Magic for the Internet of Things

    Josh Clark, Big Medium

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    The Internet of Things promises newly physical interfaces for digital systems. And what could be more magic than commanding unseen forces through everyday objects? This workshop gets you imagining and building these next-generation interfaces. You (and your customers) already have an instinctive understanding of how these interfaces should work: centuries of myth and legend have explained the way we want magical devices to work. Now we have the technology to build them.

    This workshop focuses on how to adapt both thinking and techniques for this new kind of interface design. Through hands-on exercises, expert guidelines, and a rich collection of case studies and examples, you'll find out why and how you, your company, and your product fit into the internet of things. In this workshop you will:

    -Prototype physical interactions for IoT interfaces, using a new framework of tools and techniques.
    -Discover opportunities and techniques for creating interactions off the screen and between devices.
    -Learn to identify business and customer value for physical interfaces to digital systems.
    -Conceive new interactions that effectively turn users into wizards.
    -Have lots of fun in a unique, hands-on and highly creative workshop.
  • Designing for the Future

    Kuan Luo, Etsy

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    Makers take pride in doing. We excel at tackling the next to-do and shipping experiences that will make our customers happy. But sometimes we are too focused on looking down at our hands making, and we forget to look up and ask questions. Will the products and companies we are passionately building still exist in 10, 20 or 50 years? What impacts will they then make in the world?

    To build a future of delight, we need to be able to see it somehow. This breakout session will use meditative visualization as a tool to peek into the future, so we can not only embrace the unpredictability, but also aim to shape the future of the experiences we’re crafting now. As materials and platforms continue to evolve, visualizing the future where our products and companies exist may nonetheless make us take a necessary step back to examine why we do what we do.
  • You Are An Improviser: New Ideas from an Unlikely Source

    Gary Hirsch, On Your Feet

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    You are an improviser. You walk through life without a script (thank goodness!). Your plans shift and change, and the day that you typed out on your schedule rarely plays out in the way you imagine. Improvisers love this! They thrive in uncertain environments, collaborating in a state of constant flux and change to generate new ideas and stories.

    During this hands-on session you’ll experience how improvisers create real-time, market-driven innovation by working together to create something (a story) to satisfy a customer (the audience) under extreme pressure (no time, plan or script). No experience required.
  • Culture Mapping: Making the Invisible Visible

    Jo Carter and Esko Reinikainen, Satori Lab | Tom Bennett, Connective DX

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    When people talk about driving change in their organizations, the cursory analysis often ends with, “It’s a culture issue.” You know there’s a problem, you know it’s cultural in nature, but you can’t see what it is. Tackling the cultural dimensions of organizational issues often ends in an unproductive circular discussion about abstract concepts around values. We need to move beyond the abstract values-based discussion to tangible, observable, behavior-based analysis.

    Led by the Satori Lab’s Jo Carter and Esko Reinikainen and moderated by Connective DX experience strategist Tom Bennett, this workshop will give you a hands-on introduction to the culture mapping model developed by Delight 2014 keynote speaker Dave Gray. This model helps organizations to:

    -Identify opportunities for massive cost savings.
    -Identify where the real innovators in the system are and where they are disconnected from decision makers.
    -Catch outstanding issues that from management's viewpoint have already been resolved.
    -Understand what factors are contributing to erosion of trust.

    Together we will explore the levers—formal and informal rules, codes, patterns, processes, structures, routines, habits that form the building blocks of your organization's cultural DNA—and expose the gap between what you think is (or should be) going on and what is actually taking place. We can then design specific discrete actions that allow us to move from the current problem state to a more desirable future state.
  • Building Healthcare Brands in the Age of Empowered Patients

    Torin Gilkey, Boston Children’s Hospital
    Dave Wieneke and Steve Kemper, Connective DX

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    More details coming soon!
4:30 – 5 pm

Break

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5 – 5:30 pm

Closing Conversation & Cocktails Portland Art Museum, Kridel Grand Ballroom

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    More details coming soon!

Wednesday, October 7th

9 am – 12 pm

Healthcare Intensive Morning Session

  • Designing for the Lifecycles of Health: A Service Design Studio

    Dr. Peter Jones, Design For Care

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    Peter Jones presents a healthcare innovation workshop to develop competency and learning in a full lifecycle system method for health services design. Based on his book Design for Care (provided to all), and providing new methods developed at OCAD University, participants will learn compelling frameworks and tools for systemic design to apply in health and care problems of their interest.

    Starting with framing and perspective mapping of health seekers, workshop project teams will develop lifecycle maps for health experience that afford structure and sensemaking for service touchpoints, resource channels, experience feedback, and information ecologies. These methods will be learned through application to real world opportunities.
12 – 1 pm

Lunch

1 – 4:30 pm

Healthcare Intensive Afternoon Session

  • Designing for the Lifecycles of Health: A Service Design Studio (continued)

    Dr. Peter Jones, Design For Care

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    A design studio process further develops the maps through critique and cross-dialogue. A full service model will be sketched or prototyped to enable finding and framing of the highest-leverage health stakeholder problem areas for innovation or resolution. Participants are sure to discover emergent value propositions and related services within the existing lifecycle as opportunities for deep connection to the health and service outcomes of both health seekers and care providers in their relevant systems.

    Workshop participants will learn how to:

    - Frame a complex health problem as a system thinking challenge
    - Map the full lifecycle of the challenge and stakeholders / users in the service
    - Identify innovation opportunities in the service anomalies and human needs
    - Visualize and specify service concepts proposed by groups in studio
    - Envision services that address human needs in lifecycle
    - Sketch, model or prototype supportive and complementary processes that enable better service experience
4:30 – 6 pm

Happy Hour

The Venues

Delight venue for 2015 Map with Delight's venue location

Delight 2015 returns to the renowned Portland Art Museum. Located in the downtown cultural district, the museum is an impressive and inspiring space that embodies the vibrant energy of the event.

From the Kridel Grand Ballroom, to the museum's many unique breakout rooms, attendees will experience one of the city's most beloved landmarks through a unique lens. With plenty of parking and the light rail just steps away, the museum is an ideal center point for Delight 2015.

There is a block of rooms reserved at the Paramount Hotel for Delight attendees. To make a reservation please call 503-223-9900 and mention the Delight Conference. Or if you would like to make your reservation online, please visit http://www.portlandparamount.com and enter the group code: DELIGHT.

The cut-off date for the discounted room rate is Sept. 11, 2015. After that date the hotel can not guarantee that you will receive the discounted room rate, so please make your reservations early!

Delight workshop venue for 2014

Located just 2 blocks from the Portland Art Museum, the University Club offers a comfortable and inspiring setting for big ideas and interactive discussions to take shape.

Punch Bowl Social

Monday night after the days sessions end top things off with bowling, karaoke, arcade games and more, plus great food and drinks.

“To change the game you must understand the existing game. You must create the new game within the context of the existing game You can’t play the new game by yourself.”

David Gray, Boardthing
2014 Delight Speaker

David Gray

Partnerships

The Delight Conference could not happen without the support of our delightful event partners. From arcade parties to brewpub crawls, mimosa toasts or the famous @AskDelight concierge service, our partnership opportunities offer a chance for our fellow champions of delight to connect with the community through unique and memorable experiences. Interested in joining the movement? Email info@delight.us for more information.

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