IBM at MX 2014: Design-centered at Scale

I’ve been going to the MX: Managing Experience conference since it began in 2007 (full disclosure: I used to work for Adaptive Path as a Studio Director — I even spoke at the first MX!). Over the years, I’ve seen a lot of amazing work done to manage and lead in organizations from a design perspective. The war stories, successes, and failures are amazing and have influenced me greatly. One of the things that stood out most from many of them is how important commitment from overall leadership is to putting design and experience at the core of an organization’s activities. Design-led change is hard and it’s clear that lip service to design doesn’t really cut it. That’s why I’m so excited to have the opportunity to share what’s going on at IBM right now (I’m a Design Principal in IBM’s new Design Division). IBM is serious about design in a way I have seldom seen. The amount of social and financial capital that they are investing is unprecedented. It also raises major challenges and questions: How do you take one of the oldest and largest companies in the world and put design and experience at the center of everything it does? How do you scale the basic tenets and approaches of design in all its many flavors to truly be at the center of an entire company? How do you orchestrate transforming a company to this new way of being when it has over 100 years of working in a different way? How do you do it on a fairly short time scale? That’s the endeavor our IBM Design...

MX 2014: Big Topics, Smart Leaders, Supportive Community

Since 2007, the Managing Experience Conference (MX, as we call it) has focused on creating an exchange of inspirational yet practical advice between designers and business leaders who are passionate about shepherding great experiences into the world. MX 2014 is right around the corner, March 16-17 in San Francisco. The people who attend MX are the good folks battling every day to create those great (and human) experiences over the long haul, while still making next quarter’s numbers. Whether they identify as User Experience professionals, Customer Experience professionals or just the people creating the services we all depend on, MX attendees make it all happen and we have a special love for them. It’s our mission to give them what they need to be successful. On the heels of last year’s conference we reached out to attendees to learn what key ideas and topics they thought would be important to focus on in 2014. A few common themes bubbled to the surface that helped guide our conference programming… Building and executing a vision and strategy for experience Working with and at the top levels of the organization Delivering change and experience excellence across the organization So let me introduce you to our incredible line up of speakers… Zipcar obsesses about the member experience. So we were thrilled when Lesley Mottla, EVP of Product & Experience at Zipcar agreed to join us this year. Lesley and her team are the behind-the-scenes masterminds who take a people-centered approach to improving, designing, and innovating the Zipcar member experience—from mobile to web to member support to the car itself. Chris McCarthy is the...