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.

1. How Do We Best Grow
Customer-Centered Design
and Innovation in Financial
Companies?
Adam Connor
Mad*Pow
aconnor@madpow.net | @adamconnor
LEADERSHIP ROUNDTABLE

2. Emerging Tactics for Growing Design and Innovation
An abundance of boot camps, sprints, and
collaborative activities
Establishing “Ops” teams.
Shifting from organizing around products (channels)
to organizing around audiences.

3. How “Design” is Leveraged in Organizations
Business Strategy
Experience /
Design Strategy
Product & Service
Design
“How should our products and services look?”Interface Design
“How should our products and services work?”
“What products and services should we
offer (to identified problems)? ”
“Which problems should we work to solve?”
WHY?
(DIRECTION)
HOW?
(CRAFT)

4. Six Functions for Design & Innovation Practices
Incubation: Finding opportunities, and nurturing new solutions before brining to market.
Operationalization: Delivering tools & systems to integrate design w/ product* dev &
delivery.
Direction: Determining vision, aligning efforts, and connecting tactical decisions to
strategy.
Production: Applying craft skills to create (and evolve) the solution
1
2
3
4
Education & Facilitation: Growing the practice and providing training & guidance.
5
6
Investigation: Developing and evolving understanding of audiences, needs, and contexts.

5. Levers for (Design) Transformation
Skills & Knowledge
Tools & Materials
Communication & Language
Incentives & Metrics
Structure & Roles
Policies & Processes
Environment Behavior
Capability
Cognitive & Physical
Opportunity
Social & Environmental
Motivation
Intrinsic & Extrinsic

6. How might you grow and
deepen design infusion in your
organization?
DISCUSSION

7. Managing Multiple
Customer Touchpoints
LEADERSHIP ROUNDTABLE
Jonathan Podolsky
VP Experience Strategy & Service Design
jpodolsky@madpow.net

16. *UAE Gazette

19. With the ever expanding
portfolio of customer
touchpoints, how should
financial institutions manage,
maintain and create a
consistent experience?
Should Financial companies
wait for the next great platform
before investing, or start
exploring now as to not be left
behind?
DISCUSSION