Shaping the future!

Our Tutorial Timeline

Sunday, November 11th.

You can choose one full day tutorial topic.

Incl. two coffee breaks at 10:30 and 15:00, and a lunch break from 12:30 to 13:30.

08:00 a.m. – 09:00 a.m.


09:00 a.m. – 12:30 p.m.

Tutorial Part 1

Amy Amy Jo Kim

Part 1 – 10X your product/market fit and drive deep engagement with Game Thinking

Turn your ideas into a product people love — and come back to — with a proven, step-by-step system that takes the guesswork out of product discovery. In this practical, hands-on workshop, you’ll learn how to use Game Thinking tools and techniques to 1) create a repeatable, pleasurable core product experience 2) accelerate your path to product/market fit with the right superfans 3) Turn your idea into a simple, stripped-down prototype or MVP 4) Engage your customers with skill-building & empowerment If you want to create a compelling product experience faster & smarter, this workshop is for you.

Roman Roman Rackwitz

Part 1 – How to reverse-engineer the 'science of fun' to get people started and keep them engaged.

What motivates employees, customers or gamers? As someone responsible for people and teams, you need to know why people want to do something, why they get up in the morning and what makes them look forward to Monday. What creates intrinsic motivation and sustainable engagement?

First, we look at how games, sport and hobbies are designed to keep people coming back and to stay motivated, and then we extrapolate these learnings and transfer them into business context.

Kate Kate O'Neill

Part 1 – Integration, Automation, and the Future of Meaningful Human Experience.

Every day our physical surroundings and our digital interactions converge more and more, through data analytics, connected devices and the Internet of Things, wearable technology, geo-tagged and geo-targeted social media, surveillance, sensors and beacons, and so on. In very real ways, our human experiences create a targeted feedback loop, defining our opportunities, our relationships, our knowledge, and, ultimately, our selves.

The most meaningful strategy, then, means thinking beyond the customer context to a holistic human experience that blends online and offline interactions, and builds lifetime value through relevant and respectful use of data.

In this compelling tutorial, leading strategic thinker Kate O'Neill explores the relationship between meaning, intention, data tracking, and human experience, with practical insights on how businesses can harness data and technology to create innovative experiences that form the basis of more meaningful and profitable relationships with customers.

Patricia Patricia O'Connell Thomas Thomas A. Stewart

Part 1 – Customer Experience: The New Battleground.

The ability to attract and keep customers depends on designing and delivering an engaging experience that tells your company’s story. Gamers are experts in interface design--creating an environment that attracts players and keeps them engaged. In this workshop, we’ll turn that expertise into a business tool. Participants will use a unique Service Design Scorecard to analyze how well a company delivers a winning customer experience. Then they will create two visualizations: one aimed at company management, to describe customer experience strengths and weaknesses, and projects and initiatives to improve it; the other customer facing, to help the company present a better, more engaging face to the market. Tom Stewart and Patricia O'Connell, authors of Woo, Wow, and Win: Service Design, Strategy, and the Art of Customer Delight, will coach participants through the process, which will culminate in mock presentations to senior executives.

12:30 p.m. – 01:30 p.m.


01:30 p.m. – 05:00 p.m.

Tutorial Part 2

Amy Amy Jo Kim

Part 2 – 10X your product/market fit and drive deep engagement with Game Thinking

Roman Roman Rackwitz

Part 2 – How to reverse-engineer the 'science of fun' to get people started and keep them engaged.

Kate Kate O'Neill

Part 2 – Integration, Automation, and the Future of Meaningful Human Experience.

Patricia Patricia O'Connell Thomas Thomas A. Stewart

Part 2 – Customer Experience: The New Battleground.

06:00 p.m. – 10:00 p.m.

Speakers Dinner

Our Keynote Timeline

Monday, November 12th.

08:00 a.m. – 09:00 a.m.


09:00 a.m. – 09:10 a.m.

Opening Session - Welcoming Words by Organizer José Díaz

09:10 a.m. – 09:55 a.m.
Amy Amy Jo Kim

How to innovate faster & smarter with Game Thinking

Do you want to harness the deeper power of games to drive long-term engagement? Are you ready to look beyond silver bullets & Skinner boxes – and learn to think like a game designer? In this talk, you’ll learn the fundamentals of Game Thinking - a powerful approach to creating successful innovations - brought to life with front-line stories from The Sims, Rock Band, Covet Fashion, Happify, Lumosity, Slack and Kickstarter, You’ll come away with a smarter approach to innovative product design - and actionable design tips you can use right away to turbo-charge your path towards product/market fit.

09:55 a.m. – 10:25 a.m.

Coffee & Snack Break

10:25 a.m. – 11:10 a.m.
Kai Kai Haley

Building a Culture of Innovation- Infusing Design Sprints into Google’s DNA

Design Sprints have become a proven tool for accelerating innovation and collaboration in order to ensure that businesses build user-centered successful products. This methodology was created within Google and spread across the organization by a dedicated group of volunteer UX designers and researchers who founded the Sprint Master Academy to level up design across the company. Join Kai Haley to learn about how Design Sprints have been adopted by, not just product development teams, but even internal operations teams as a core working methodology.

11:10 a.m. – 11:25 a.m.

Coffee Break

11:25 a.m. – 12:10 p.m.
Kate Kate O'Neill

Human-Centric Automation & Innovation

With the rise of data and emerging technologies like algorithms, automation, and AI, anyone who creates experiences for humans is inherently amplifying the values they encode far beyond whatever decisions they address. The implications of these experiences stand to shape human relationships, business expectations, culture, politics, and beyond for generations to come. It’s the right moment, argues experience strategy expert Kate O’Neill, for an honest assessment that goes far beyond traditional profit motives and looks more deeply at the humanity-defining consequences of everyday human experience design within our increasingly tech-driven culture. Included are strategic tools to drive a meaningful and “human-centric” digital transformation for leaders of business, as well as organizations, cities, and entities of all kinds.

12:10 p.m. – 01:00 p.m.


01:00 p.m. – 03:00 p.m.

Open Space with the Keynote Speakers

Open Space

Meet, discuss and learn from each other in this session. Get up close with our amazing keynote speakers and get the most out of their expertise. Network with other attendees and participate in innovation within this highly inspiring and open minded communal atmosphere. Here you' ll have the time and space to shape your ideas and enhance your abilities. There is no agenda to follow, no manager to impress and no objective to work towards to. The only goals are set by you on site‌. Together you will elaborate the theme, set within the innovation leadership universe, and decide how to evolve, in smaller task forces or on a grand scale. What the outcome might be – we never know for sure. Straight communication and a constructive and visionary attitude might lead to surprising results or new, fascinating questions. All you need is an open mind and heart. Let's do great things together!

03:00 p.m. – 03:30 p.m.

Coffee & Snack Break

03:30 p.m. – 04:15 p.m.
Roman Roman Rackwitz

In games we are chasing our 'better selves'.

Instead of relying on activities that provide us with easy wins and well-known tasks, humans spend their free time in activities like sports, games & hobbies. Interestingly, these situations get harder over time an surprise and unexpected events are part of their characteristics. Why do we still believe that providing easy wins get people motivated?

04:15 p.m. – 04:25 p.m.

Coffee Break

04:25 p.m. – 05:10 p.m.
Patricia Patricia O'Connell Thomas Thomas A. Stewart

Innovation, Design, and Delight: Leveraging Customer Capital for Co-Creation

Gamers get--and give--instant feedback as they play, making the experience more personal and both themselves and the game more competitive. Your customers give you feedback that can make you more competitive; the difference is, you both win. Through personal data, shopping preferences, buying choices, and social media, customers are contributing to what Tom Stewart and Patricia O’Connell call customer capital. You contribute through the promise you make, the experience you deliver, and the trust you earn. When understood and “invested” properly, customer capital is at the heart of any company’s innovation capability. Tom Stewart and Patricia O'Connell, authors of "Woo, Wow, and Win: Service Design, Strategy, and the Art of Customer Delight" will talk about increasing and investing customer capital and using The Five Principles of Service Design as the basis for innovation and competitive advantage.

05:10 p.m. – 05:20 p.m.

Closing Session – by Organizer José Díaz

06:00 p.m. – 10:00 p.m.

Meet & Greet Evening

Meet & Greet

We invite all participants to come to our closing social event. Enjoy some delicious food & drinks in a relaxed atmosphere and connect with new friends you made in the past days. This evening is all about fun, networking and making plans for next year.

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