Summit Day Two: Tuesday, 26 November 2019

8:00 am - 8:45 am Registration, welcome refreshments and networking

8:45 am - 9:00 am Chairmen’s welcome and opening remarks

Syed Mohammad Arshad - Design Editor, Gulf News

Syed Mohammad Arshad

Design Editor
Gulf News

Converting the user requirements into a design
The beginning of every design thinking journey starts from a deeper understanding of the people you are designing for. Hence, it is mandatory as a design thinker to empathise with the people for whom you are designing in order for you to understand their needs, emotions and thoughts. Using the right experience and mindfulness, anybody can master the empathy towards people.

Design thinking is a hot topic that organisations are looking into in the ever-changing dynamics to re-imagine how they innovate, operate and engage with clients, employees and stakeholders. Governments are finally jumping the bandwagon and public services are transforming already!
  • Community engagement to design future government models, enhance integration and develop policies and practices
  • Training government designers and creating a new generation of government talents with design as their backbone
  • How human-centered design creates more responsive and improved public services

Ameena Al Refaei

Senior Manager L&D Operations, Learning and Development Department
Etihad Aviation Group

9:50 am - 10:20 am Bringing Design Thinking to life, towards delivering delight to a mass-customer base

Rohit Srivastava - National Lead - Design & Strategy, Customer Experience Excellence, Vodafone Idea Ltd.
Design-Thinking, while attractive in a lab, can become quite intimidating when asked to drive business outcomes amongst a customer base of millions spread across geographies. Success is determined by translating DT principles into agile decision making and impeccable execution.
Key highlights:
  • Realizing the power of ONE – Identifying homogenous customer groups in a heterogeneous universe
  • Why, not just What – Making the trek from research to insights to diagnosis
  • Consumer Ideation – Harnessing the collective perspective
  • User-centred solutioning – prototype to production

Rohit Srivastava

National Lead - Design & Strategy, Customer Experience Excellence
Vodafone Idea Ltd.

Reducing risks with empathy, prototype and agility
Creating a prototype for an user research by itself is not enough. It can waste a lot of time and effort of yourself and your team. And there are many different prototyping tools which can enable you to work with more agility and speed. However, the importance is to create a prototype which is purely human-centred in order to reduce the risks of wasting precious time, effort and resources.

Developing design leaders in your organisations and understanding the areas and topics the rest of the employees would require training on is key to ensure the buy-in from the people. Working on and with the design team and then developing frequent trainings and programmes are key to maximise service delivery and excellence.
  • Adapting to cultural changes by growing design understanding and capabilities
  • Using trainings to develop leaders and influencers who in turn will develop and train employees
  • Building advocates and network to spread the cultural transformation message across the organisation

Aziz Alameri

Founder, Former Chief of Happiness, CEO and DG
Strategy and Happiness Consulting, Federal Authority of Citizenship, Ministry of Interior and Ports at Ministry of Interior



Executive Director – Happiness Positivity and Supply Management
National Bonds


Dr. Naji Al Mahdi

Chief Qualification and Awards
Knowledge Human Development Authority


Ziad Jarrar

Founder and Chief Design Officer
Taurus Human Centered Design


Rohal Kohyar

Marketing Manager
Gulf Sotheby's International Realty

11:00 am - 11:30 am Combining Design Thinking, Agile and Lean for product and brand optimization

Steve Snowdon - Head of Lean Agile, Mashreq Bank UAE
How Design Thinking, Lean and Agile can be combined (with the addition of Robotics where necessary) to meet the changing customer driven demand organizations face. No longer can products/services be pushed to customers but they demand them to suit their individual requirements, and at a time & place to suit them too….a big change required for organizations that were not ‘born’ Agile
or have Design thinking at the centre of their Strategic process”.

Steve Snowdon

Head of Lean Agile
Mashreq Bank UAE

11:30 am - 12:00 pm Refreshments and networking break

12:00 pm - 2:00 pm Design thinking for services – the way forward in reaching excellence and innovation

Howard Mijares - Experience Design Strategy Consultant, Emirates Group
Design thinking is a hot topic of discussion right now. Every organisation has defined a design strategy or is considering strategies incorporating design thinking. With customer services and government organisations continuously pushing themselves to excel in services, innovation, creativity and public engagement to drive value, design thinking and its principles can be key to accelerate and take customer centricity to new heights of success and society satisfaction.

In simplest terms, design thinking can help both private and public services to focus on what the society needs and how we can resolve their needs in the quickest and simplest way. This boosts creativity, innovation and fosters a culture of thinking within organisations.

The workshop will take you through design strategies and the step-by-step approach to incorporating design thinking within your organisation. The workshop will highlight the need, the way to go with it and what to consider when incorporating design thinking

Howard Mijares

Experience Design Strategy Consultant
Emirates Group

2:00 pm - 2:00 pm Chairman’s closing remarks and end of summit day two

2:00 pm - 3:00 pm Lunch and networking break