November 9-13, 2019
Omni Resort at ChampionsGate
Orlando, FL
Orlando, FL
SCHEDULE BUILDER
Browse, filter, and select your list of sessions and activities. You can plan your schedule in advance and access it before and during the show via export or the conference app. This tool is provided for your convenience and does not guarantee admission to the sessions you select. Adding a session to your schedule does not register you for any preconference training or workshops.
Ryan LaMarche (WPI UXDM , Research Lab)
Location: Congressional A/B
Date: Wednesday, November 13
Time: 7:30am - 8:15am
Pass Type: Conference & Expo Package
Track: Breakfast Briefing
Format: Breakfast Briefing
Vault Recording: TBD
Audience Level: All
In service management, it can often be easy to forget who the "end user" really is, so it’s all too easy to make assumptions about what they really want. However, in order to effectively understand our end users’ goals, needs, pain points, and frustrations, it is crucial to obtain data to reinforce or invalidate our assumptions. In this session, you’ll learn why collecting data about your users is important, how to use rigorous methods and frameworks to obtain and analyze data, and how to approach and apply the design thinking process.