27 - 28 November, 2019 | Singapore

Conference Day Two

8:00 am - 8:45 am Registration & Coffee & Tea

8:45 am - 9:00 am Chairman’s Opening Remarks

9:10 am - 9:50 am Building a Citizen-Centric Public Service: Leveraging Design Thinking to Create Delightful Citizen Experience

Alexander Lau - Principal Design Lead (Innovation Lab), Public Sector Transformation Group, Public Service Division, Prime Minister’s Office
One of the key mandates of the Public Service Division at the Prime Minister’s Office is to deliver excellent public services and enable effective government. Join Alexander as he shares how they are utilising design thinking to accelerate service transformation.
·         Facilitating government-wide service transformation with design thinking
·         Identifying pain points by mapping out the full cycle of a citizen’s journey
·         Engaging stakeholders and aligning service goals and purposes to ensure successful implementation 

Alexander Lau

Principal Design Lead (Innovation Lab), Public Sector Transformation Group, Public Service Division
Prime Minister’s Office

9:50 am - 10:30 am Transforming Service and Product Designs in Today’s Experience Economy

As part of their digital transformation journey, discover how Siam Commercial Bank implemented a centralised design platform to fast-track service and product innovation that empowers design co-creation.
·         Rethinking service designs and customer journeys in view of external digital disruptions
·         Designing experiences and products that integrate into your connected customer’s  lifestyle
·         Creating a sustainable design-led culture and harnessing the benefits of co-creation  

10:30 am - 11:10 am Speed Networking & Morning Refreshment Break

11:10 am - 11:50 am Utilising Design Thinking to Perfect End-to-End Customer Experience

·         Evaluate gaps in customer experience to anticipate, improve and match evolving customer expectations
·         Acquiring customer understanding  and improving journeys from awareness through to sales and service
·         Overcoming challenges with designing and delivering an integrated customer experience

11:50 am - 12:30 pm Applying Integrated Design Thinking to Co-Create Winning Products and Services

Rudi Lim - Head of Product Design, Grab Ventures
·         reaking silos and unifying data across the organisation to enable cross-functional collaboration and innovation
·         Developing a full picture of customer satisfaction by analysing journey maps and customer feedback for insights
·         Co-creating with internal and external customers to drive product success and service excellence

Rudi Lim

Head of Product Design
Grab Ventures

12:20 pm - 1:00 pm Beyond the Product: The Dell Experience in Developing Brand Ecosystem to Cultivate Lifelong Customers

Jason Goh - Design Director, Site Lead Dell Experience Design Group Singapore, Dell Technologies
·         Creating a sense of community for customers through brand immersion
·         Developing brand ecosystem to improve customer lifetime value
·         Tying brand and business goals into one product strategy 

Jason Goh

Design Director, Site Lead Dell Experience Design Group Singapore
Dell Technologies

1:10 pm - 2:10 pm Networking Lunch

12:10 pm - 12:50 pm Agile Implementation: Balancing Business Value and User Experience at Lazada

Sean Chiu - Head of UX Design, Lazada | Design Director, Alibaba Group
In this rapid e-commerce landscape, agile implementation is critical for business sustainability. At Sean’s role where he creates user-centric experience, the challenge is that great user experience does not always necessarily translate to immediate ROI. With this in mind, Sean will be sharing:
·         How to speak $: Challenges with aligning commercial KPIs with user experience satisfaction
·         Determining UX project goals and structuring your game plan to deliver both business value and user experience
·         How to best maximise UX project ROI

Sean Chiu

Head of UX Design, Lazada | Design Director
Alibaba Group

2:50 pm - 3:30 pm Optimising Digital Experience with Exceptional User Experience Designs

·         Mastering the digital user experience design lifecycle with an emphasis on empathy mapping
·         Improving usability across digital features and functions and removing friction across all digital touchpoints
·         Leveraging user experience to deliver the human touch in digital interactions
·         Further strengthening digital customer and user experience with ecosystem development and partnerships

3:30 pm - 4:00 pm Afternoon Refreshment Break

4:00 pm - 4:40 pm Design Thinking at Work: Embracing Design Thinking to Spearhead Business Transformation

·         Recognising the different forces at play in modern work ecosystem
·         Engaging employees with an active problem-solving approach
·         Managing through organisational change by developing a design-thinking methodology that works for your organsisation

4:40 pm - 5:20 pm Leveraging Design Thinking to Empower Workforce and Enhance Productivity

·         Developing future-ready workforce: Bridging  skill gaps and training requirements with design thinking
·         Leading a human-centred approach to designing upskilling and retraining programs to drive improved organisational performancec
·         Embedding design thinking into work process and operations to drive agile transformation