Stephen Sato has over 21 years of experience in customer experience design, strategy, and organizational development. He has worked with many major companies to develop customer-centered strategies, design organizations, and innovation programs. Sato's background includes managing teams to build experience design capabilities, defining business value metrics for design, and teaching graduate-level design courses. He currently seeks a leadership role developing and implementing customer experience strategies.
Care and Collaboration: how the right agile outsourcing setup transformed the...Ric Hill
The agile textbooks and many of the leading agile case studies are based on the assumption of an internal team building software on an ongoing programme of product development. However, this is often not the situation in practice as many organisations choose to use a specialist development organisations to help realise their vision in a burst of activity.
In these circumstances many of the best practices can quickly break down due to the barriers of a traditional client/supplier relationship and due to the time-bound nature of procurement contracts.
In this session, Ric explores what issues may arise and how they can best be avoided, so that an outsourced development setup can deliver even better Agile-led results than an in-house team. Ric recently completed a project for Sanctuary Care, creating a revolutionary care management application that replaced mountains of paper with smartphones, and impacting the lives of thousands of carers and residents.
Like most major development projects, this was peppered with challenges around evolving requirements, business change and diverse stakeholders - exactly the elements that have given the IT industry a bad reputation for multiplying budgets and timescales in traditional development environments.
Ric looks at how he avoided many of those issues by establishing the right commercial and personal relationships early on, and how he not only avoided issues through these relationships but also maximised the benefits of the end result.
About the Speaker
Ric runs Ghyston (previously Softwire), a Bristol-based software company that works collaboratively with a wide range of business to make innovative technology solutions. Ric started his career as a technical project manager for the BBC, before joining Softwire as a developer and working his way through numerous roles including project manager, scrum master, programme manager, mentor, consultant, agile coach, general manager and now CEO of the Bristol spin-off. Throughout this winding path Ric has always held a fascination with how to get the best out of people, teams, projects and organisations, both in the short and long term.
Leveraging Social Business Tools to better manage Performance Improvement pro...TefenManagementConsulting
We want to suggest a new approach to Performance Improvement projects, leveraging on Social Business Tools. The adoption of such tools (forums, repositories, wikis, etc.) enhances cooperation, integration and communication among individuals and groups, which are key for their success and sustainability.
A “Social” approach to Performance Improvement has already proven successful (e.g. pharmaceutical, financial services, manufacturing companies, etc.), thanks to:
o Greater amount of ideas and feedbacks exchanged by people at all levels, departments and sites;
o Joint development and implementation of improvement initiatives;
o Establishment of a Continuous Improvement culture - which led people to actually “own” the process of interactively generating, implementing and sustaining the improvement.
Key success factors were the strong sponsorship from Top Management, the bottom-up & involvement-based “Change engine” and the presence of clear responsibilities & accountabilities.
Care and Collaboration: how the right agile outsourcing setup transformed the...Ric Hill
The agile textbooks and many of the leading agile case studies are based on the assumption of an internal team building software on an ongoing programme of product development. However, this is often not the situation in practice as many organisations choose to use a specialist development organisations to help realise their vision in a burst of activity.
In these circumstances many of the best practices can quickly break down due to the barriers of a traditional client/supplier relationship and due to the time-bound nature of procurement contracts.
In this session, Ric explores what issues may arise and how they can best be avoided, so that an outsourced development setup can deliver even better Agile-led results than an in-house team. Ric recently completed a project for Sanctuary Care, creating a revolutionary care management application that replaced mountains of paper with smartphones, and impacting the lives of thousands of carers and residents.
Like most major development projects, this was peppered with challenges around evolving requirements, business change and diverse stakeholders - exactly the elements that have given the IT industry a bad reputation for multiplying budgets and timescales in traditional development environments.
Ric looks at how he avoided many of those issues by establishing the right commercial and personal relationships early on, and how he not only avoided issues through these relationships but also maximised the benefits of the end result.
About the Speaker
Ric runs Ghyston (previously Softwire), a Bristol-based software company that works collaboratively with a wide range of business to make innovative technology solutions. Ric started his career as a technical project manager for the BBC, before joining Softwire as a developer and working his way through numerous roles including project manager, scrum master, programme manager, mentor, consultant, agile coach, general manager and now CEO of the Bristol spin-off. Throughout this winding path Ric has always held a fascination with how to get the best out of people, teams, projects and organisations, both in the short and long term.
Leveraging Social Business Tools to better manage Performance Improvement pro...TefenManagementConsulting
We want to suggest a new approach to Performance Improvement projects, leveraging on Social Business Tools. The adoption of such tools (forums, repositories, wikis, etc.) enhances cooperation, integration and communication among individuals and groups, which are key for their success and sustainability.
A “Social” approach to Performance Improvement has already proven successful (e.g. pharmaceutical, financial services, manufacturing companies, etc.), thanks to:
o Greater amount of ideas and feedbacks exchanged by people at all levels, departments and sites;
o Joint development and implementation of improvement initiatives;
o Establishment of a Continuous Improvement culture - which led people to actually “own” the process of interactively generating, implementing and sustaining the improvement.
Key success factors were the strong sponsorship from Top Management, the bottom-up & involvement-based “Change engine” and the presence of clear responsibilities & accountabilities.
Architects of the new era often struggle with increased span of control, business focus and strategic responsibilities in the organization. The IT architecture discipline in 2013 is facing completely new set of challenge than what it used to address couple of years ago: architects are now focusing on how to help business units to respond in a way that creates business agility, drives better, faster and cheaper production (or delivery), and flows value in rapid cycles, while optimizing the strategy along the way. History of traditional IT Architecture is becoming legend, legend is turning into a myth; this session will help architects to transform so they maintain or increase their relevance in the modern industrialized IT-as-a-service world.
A Human Centered Design Approach to Strategic Salesforce ProjectsSumma
Users and customers alike expect consumer-grade experiences from enterprise software that is focused on achieving outcomes, not technical complexity. Summa’s Human Centered Design Practice works closely with Salesforce Delivery Teams to build implementations that focus on what users want to accomplish by using the system, in the spirit of the “jobs to be done” approach. Learn how this approach changes perspective of both customers and technical teams, and raises Salesforce projects in the specter of truly strategic initiatives within organizations.
So, you are an architect. What does this mean? How do you define yourself? Iasa has worked with more than 7,000 architects to create a common definition and understanding of IT Architecture as expressed by five pillars: Business Technology Strategy; Human Dynamics; Quality Attributes; IT Environment; and Design, and to create a common vocabulary to be shared amongst all IT Architects. Iasa has further defined IT Architecture as a profession backed by various levels of certification. This session discussed Iasa's Architectural Foundations material, offering a clear understanding of what IT Architecture is, and who IT Architects are. Watch, learn and validate what 30,000 architects worldwide are now sharing.
This presentation leverages some content from others to give an overview of System and Software Architecture in general and an introduction into the fundamentals of the Iasa architecture model.
We (Patty, Lorraine and Mike) have presented at UX Scotland on UX patterns library we have established at Royal London. Presentation was held on 21.06.2013 at Dynamic Earth, Edinburgh; http://uxscotland.net/sessions/index.php?session=19
Creating Agile Organizations by Combining Design, Architecture and Agile Thin...Craig Martin
This is a talk I gave to the IASA follow-the-sun community. It deals with the combination of the design thinking, architecture thinking and agile thinking disciplines into a combined discipline needed to create the a responsive organisation.
Demystifying business architecture - Presented at COJUG, August, 2019RussellCotterhehimhi
Architecture is meant to take complex things and make them simpler to understand. Simplicity is the friend of coping with change. Find out about how Business Architecture is essential in the way we thoughtfully and pragmatically help to deliver high value change across a partnership between Business and IT.
Architects of the new era often struggle with increased span of control, business focus and strategic responsibilities in the organization. The IT architecture discipline in 2013 is facing completely new set of challenge than what it used to address couple of years ago: architects are now focusing on how to help business units to respond in a way that creates business agility, drives better, faster and cheaper production (or delivery), and flows value in rapid cycles, while optimizing the strategy along the way. History of traditional IT Architecture is becoming legend, legend is turning into a myth; this session will help architects to transform so they maintain or increase their relevance in the modern industrialized IT-as-a-service world.
A Human Centered Design Approach to Strategic Salesforce ProjectsSumma
Users and customers alike expect consumer-grade experiences from enterprise software that is focused on achieving outcomes, not technical complexity. Summa’s Human Centered Design Practice works closely with Salesforce Delivery Teams to build implementations that focus on what users want to accomplish by using the system, in the spirit of the “jobs to be done” approach. Learn how this approach changes perspective of both customers and technical teams, and raises Salesforce projects in the specter of truly strategic initiatives within organizations.
So, you are an architect. What does this mean? How do you define yourself? Iasa has worked with more than 7,000 architects to create a common definition and understanding of IT Architecture as expressed by five pillars: Business Technology Strategy; Human Dynamics; Quality Attributes; IT Environment; and Design, and to create a common vocabulary to be shared amongst all IT Architects. Iasa has further defined IT Architecture as a profession backed by various levels of certification. This session discussed Iasa's Architectural Foundations material, offering a clear understanding of what IT Architecture is, and who IT Architects are. Watch, learn and validate what 30,000 architects worldwide are now sharing.
This presentation leverages some content from others to give an overview of System and Software Architecture in general and an introduction into the fundamentals of the Iasa architecture model.
We (Patty, Lorraine and Mike) have presented at UX Scotland on UX patterns library we have established at Royal London. Presentation was held on 21.06.2013 at Dynamic Earth, Edinburgh; http://uxscotland.net/sessions/index.php?session=19
Creating Agile Organizations by Combining Design, Architecture and Agile Thin...Craig Martin
This is a talk I gave to the IASA follow-the-sun community. It deals with the combination of the design thinking, architecture thinking and agile thinking disciplines into a combined discipline needed to create the a responsive organisation.
Demystifying business architecture - Presented at COJUG, August, 2019RussellCotterhehimhi
Architecture is meant to take complex things and make them simpler to understand. Simplicity is the friend of coping with change. Find out about how Business Architecture is essential in the way we thoughtfully and pragmatically help to deliver high value change across a partnership between Business and IT.
Customer expectations are higher than ever and with disruptive new services coming into the market at a rapid rate, UX is a critical element of success.
2nd Annual Design Thinking for Banking and Financial ServicesNicholas Baker
Join leading design thinking experts in banking & finance as they discuss strategies and methodologies on how to create a consumer-centered experience and transform consumer insights into breakthrough products and services.
Ten principles of design minded organizationsAndrew Leone
Summary of the chapter Transition: Becoming a Design Minded Organization from the book: "Design Thinking: Integrating Innovation, Customer Experience, and Brand Value." Contains 10 key elements critical to success. To buy this book: http://amzn.to/1YvrJGe
Overview of DesignThinkers South Africa. We support organisations in developing human centred design capability usually resulting in innovative customer oriented solutions.
I am a simplicity loving designer-at-heart and spent 10+ years in fashion, concept and print design. Through my natural passion towards simple, aesthetically pleasing design and empathy for others, I love to design experiences as UX/UI Designer, that delight and make people lives a little easier.
Mobile Center of Excellence is perfect for organizations looking to ensure the long-term success of their mobile strategies and Applications. It’s built to help you create and define the building blocks of a successful Center of Excellence for Mobile.
Mobile UX COE Strategists will work with your team to understand your current state readiness, build a vision for the Mobile Center of Excellence within your organization, and define the requirements for standing up a Mobile COE. Beyond just the components of a Center of Excellence, helps team creates a realistic roadmap for COE creation based on the people, process, and technology maturity within your business
mLearncon 2015 - So you are building your first mobile learning project in your organization—where do you start and what steps do you need to take to be successful? Just because you are experienced in managing an eLearning project doesn’t mean you are ready to project manage a mobile learning project. There are many differences, and plenty of new landmines to watch for.
In this session you will look at the project management steps of developing a mobile learning project, using a real case study as an example of what to do and what not to do. You will receive and examine a template and sample mobile learning project management plan that includes front-end analysis, specifications documents, budgets, change management plan, development plan, implementation plan, and project evaluation. You will leave this session with a new appreciation and preparedness for mobile learning project management.
1. 1315 SE 195th
Ave. Camas, WA 98607 1.360.910.1530
Seeking a leadership role in customer or user experience design strategy, planning or
implementation.
21 years of corporate, consulting and academic experience have built my skills in:
• Customer driven product, service, interaction, system &
business model innovation
• Customer and user experience strategy, planning and
system architectures
• Experience, design and innovation organization
development
• Integrating customer driven strategies and plans into
broader business strategies
• Stakeholder-centered approach to gaining commitment of
internal and external partners
• Customer experience program and project management
• Exercise and coach others in change leadership
• Facilitation, collaboration, teamwork, consultative
relationships
Principal in a management and organization development consulting firm specialized in
growing experience, design and innovation groups to deliver better customer experiences.
Major clients include Microsoft, Yahoo!, Coca-Cola, Hershey’s and Skoll Foundation.
• Developed experience objectives, then architected the experience, created wire frames and
workflows for experts to provide input to an artificial intelligence-driven mobile consumer
application.
• Designed, managed research, and delivered first known needs-based donor segmentation
model for emerging class of Chinese national philanthropists (funded by a foundation).
• Developed trend research prioritized against potential customer value for a home
improvement manufacturer.
• Created Design organization strategy and architecture for confectioner.
• Designed organization strategy and architecture for new design function at web service
provider
• Defined and aligned design strategies with business strategy at a major software company
• Developed Design Thinking & Systems Design training for a major soft drink company
Led project team in developing models that are beginning to be adopted profession-wide to
define:
• Business Value and Metrics System for Design
• Design Organization Maturity Index
Managed five person team to build experience design capability across HP; worked with VP of
Corporate Design and company executives to reorganize its design groups, and to hire design
leaders and cultivate new needed capabilities within design, marketing and engineering.
• Worked with two of three major business units to structure experience design organizations
and hire their first design directors
• Architected and implemented governance and operating systems for design across HP,
including a design council.
• Developed Innovation Center & Innovation Program Office for $30B Imaging Division
• Created turnkey Customer-Invent Process for HP Labs to innovate & commercialize with HP
partners new products & services. (HP partnered with Baltimore Ravens, Daimler Chrysler,
& Samsung) Patent pending process.
• Developed and delivered Customer-Centered Design class and Design Thinking webinar to
business people (garnered highest webinar attendance ever).
Stephen Sato
Objective
Key Skills
Experience
Sato+Partners
Principal
2008+
Hewlett-Packard
Sr. Mgr. Corp Design
2005-2008
Design Mgmt.
Institute
Chair-Design Value Pjt.
2012+
Deep Skills
Customer & User
Experience:
Strategy & Planning
System & Bus. Model
Innovation
Organization Development
Integration into Existing
Bus. Systems
Broad Skills
User Research, Product,
Service & Interaction Design
Design Management
2. Led six person group; part of a 20 person multidisciplinary internal consulting team that
worked with executives and managers to define and integrate customer experience strategies
into plans, then implement.
• Developed business models and mobile/field device to make microfinance efficient and
reliable enough to interface with banking systems. Received 2005 UN International Year of
Microcredit recognition.
• Developed and gained alignment to customer experience objectives or HP Enterprise
Business Strategy ($30B in revenues)
• Facilitated customer experience driven Go-to-Market Strategy for Worldwide Consumer
Marketing for two years
• Developed and integrate customer experience driven portfolio planning process into
Consumer Printers
• Customer research and define touch point experience objectives, then facilitate integration
into strategy and planning for: 3D Printing ca. 2002), Application Service Providers, Digital
Entertainment Media Hub, Digital Photography strategy Positioning “Cloud Computing” (ca.
2003), Unified Messaging/Voice Enabled services, Computing-as-Utility Pricing
Project Manager for developing new systems
• User research and architecture for steel industry's first web-based marketplace, Cited in
books.
• New consumer cell phone service offering by Motorola; introduced at the Super Bowl in
2000
• Family-centered system of solutions & leisure-based brand strategy for a car rental company
• New approach and business model for debt reduction counseling
• Worked with VC’s to identify then reduce reduce risk of adoption
Taught graduate classes:
• Design Research: Revealing Social Human Factors
• Design Theory
First designer and first human-centered researcher in the advanced development and research
group (colleagues were PhD scientists)
• Researched & derived a model on how organizational coordination, learning (& culture)
spreads when using remote collaboration technologies
• Produced a working prototype (PRARIE) of a interactive office wall that supports informal
social interactions & collaboration (Awarded most innovative demo at Accenture in 1995).
• Did study on the social-organizational dynamics of distributed software development basis
for a number of new AC services & offerings.
• Consulted with manufacturers on functionality and interaction design of first generation of
consumer desktop video systems.
12 years further experience in managing complex power plant design and build projects, and
advanced energy R&D.
• Masters of Design, 1993, Institute of Design at Illinois Institute of Technology - human-
centered design, information/interaction design, design methodology, design planning
• Masters of Engineering Management, 1987, Northwestern University (hybrid Kellogg MBA/
engineering program) - focus on R&D/New Product Development, MIS systems
• Bachelor's of Science Mechanical Engineering, 1979, University of Illinois, Urbana - machine
design, design management, and engineering psychology/human factors
• Authored or co-authored over a dozen whitepapers and articles (list available on request)
• Keynoted and presented at numerous conferences (list available on request)
• One of three international judges for PADIS 2015 Design Week in Peru (over 1000 entrants)
• Pro-bono work using Design Thinking and member-centric approach to help leadership with
strategies and plans: regional Big Brothers/Big Sisters, conservation and recreation,
professional and religious not for profit organizations
• Mentor in Big Brothers/Big Sisters program since 2002
Hewlett-Packard
Mgr. Customer
Experience Strategy
2000-2005
Institute of Design
Adjunct Professor
1994-1996
Doblin Group
Project Manager
1996-2000
Accenture
Assoc. Researcher
1993-1996
Education
Publications &
Presentations
Other Activities
Engineering
Experience