Wed Feb 3
14:00 – 14:15
Networking 15 min
The event will be hosted on our virtual platform — please join using the unique access link in your ticket.
If you have questions or need support, please contact Irene Hatji.
Day 1
Wed Feb 3
14:20 – 14:50
Opening Keynote 30 min
TOPIC TO BE ANNOUNCED
Global Director, Consumer & User Research and Digital Capabilities, Global
Procter & Gamble
Speaker
Wed Feb 3
14:55 – 15:25
30 min
MAKING UXR SCALABLE AND EXECUTIVE-LEGIBLE: DEMOCRATIZATION DONE RIGHT
- Building a practical “democratization framework” by clarifying which research activities can be self‑served vs. must remain researcher‑led, and setting up a simple escalation path (templates, ethics checklist, sampling/recruitment guardrails) so quality stays consistent
- Proving value in executive language by translating research outcomes into C‑suite metrics that resonate (risk reduction, faster time‑to‑decision, rework avoided, adoption/revenue impact) using crisp, exec-ready artifacts (e.g., 1‑page decision memos + counterfactual “what we would’ve done otherwise”)
- Operationalizing measurement for a scaled function by defining a lightweight scorecard that balances output (volume), quality (credibility/standards), and capacity (bandwidth/efficiency), and tying those measures back to business outcomes leaders care about
Director Experience Design and Research
Siemens
Speaker
Wed Feb 3
15:30 – 16:00
Case Study 30 min
RESEARCHING CHECKOUT ACROSS COUNTRIES: CLUSTERING HUMAN NEEDS TO SCALE INSIGHTS
- Recognizing that checkout isn’t universal: what “good” means varies by region (efficiency vs. human needs).
- Streamlining steps with AI while still preserving clarity, confidence, and control at payment.
- Starting with foundational regional needs—not just translation/UI tweaks.
- Clustering markets across lenses (tech ecosystem, regulation, trust/behavior) to scale insights.
Wed Feb 3
16:00 – 16:30
Networking 30 min
Networking Break (Fluid Space)
Wed Feb 3
16:30 – 17:15
Panel discussion 45 min
REIMAGINING UX CAREER GROWTH: FROM DISCIPLINE HISTORY TO CROSS-FUNCTIONAL LEADERSHIP
- Tracing how UX evolved over time (roles, skills, and expectations), and what that history tells us about where the field is heading
- Expanding senior leadership growth beyond craft into strategy, facilitation, and organizational design across blurred boundaries
- Identifying what juniors should focus on in 2026+: foundational craft plus durable leverage skills (communication, stakeholder alignment, systems thinking, and data/AI fluency)
- Navigating careers by defining your unique value as UX roles overlap with product, research, data, and engineering—and demonstrating impact in that environment
Director of User Experience Research
Hyatt Hotels Corporation
Moderator
Global Head UX/UI
Schneider Electric
Panelist
Senior Director, CX
Skyscanner
Panelist
Design Director - Internal UX
Volvo
Panelist
Head of User Research, Community & Live
YouTube
Panelist
Wed Feb 3
17:20 – 17:50
30 min
FROM INCREMENTAL TO INSPIRING: CRAFTING PRODUCT VISIONS THAT TEAMS ACTUALLY BELIEVE IN
- Transforming research, data, and constraints into solutions that balance user and business impact - not a compromise between them
- Structuring a clear story arc from today’s pain points to bold “big bets” so stakeholders understand the why, not just the what
- Humanizing user data into resonant characters and journeys that build empathy and prevent feature-first decision-making
- Identifying the right first steps and features to take your vision from ideas to reality
Senior Manager User Experience
YouTube
Speaker
Wed Feb 3
17:55 – 18:25
Case Study 30 min
DESIGNING FOR EVERYONE: EMBEDDING ACCESSIBILITY ACROSS THE PRODUCT LIFECYCLE
- Five to six high-impact, actionable practices teams can implement immediately to improve accessibility and meet EAA requirements
- How to embed accessibility into every stage of the design and development lifecycle, from discovery and design to QA and release — without slowing teams down
- How to include users with disabilities in research and testing to uncover issues that guidelines alone cannot reveal
Head of UX & Accessibility CoE
DHL
Speaker
Wed Feb 3
18:25 – 19:00
Roundtable 35 min
Networking (Fluid Space) / Interactive Roundtable
Wed Feb 3
19:00 – 19:30
30 min
UX RESEARCH FOR AI-PRODUCTS: FASTER INSIGHTS, DEEPER TRUST, CLEARER BOUNDARIES
- Applying cognitive psychology to evaluation—measuring attention, decision-making under uncertainty, and the mental models people form about what an “agent” is doing (particularly under stress)
- Establishing clear boundaries between stable vs. adaptive system behavior—where the agent can improvise, where it must request permission, and which always-visible controls keep travelers oriented (itinerary truth, budget, cancellation rules, etc.)
- Pairing behavioral analytics with psychologically informed qualitative research to explain why behavior changes—combining metrics (drop-off, retries, undo/cancel rates) with probes around confidence, perceived control, and understanding of system state
Research Director, AI Experience
Expedia
Speaker
Wed Feb 3
19:35 – 20:05
Case Study 30 min
THE INVISIBLE GUARDRAIL: HOW UX RESEARCH PREVENTED AUTOMATION BIAS IN A STATEWIDE AI JUDICIAL SYSTEM
- Defining the interface as a safety guardrail in high-stakes AI systems—clarifying what the UI must not do (e.g., auto-merge records, imply confirmation) as much as what it should do
- Treating explanation as the trust mechanism—showing a score without clear reasoning drives overconfidence and automation bias; pairing each AI signal with an understandable “why” prevents people from filling gaps with assumptions
- Making confidence legible (not just accurate)—raw percentages create false precision; communicating uncertainty and ambiguous states helps people calibrate trust appropriately
- Embedding UX research early (before design locks in) to surface risks and establish interaction guardrails—reducing reversals and enabling scalable, consistent AI interaction patterns
Lead UX Researcher
AJ Boggs / Michigan Supreme Court
Speaker
Wed Feb 3
20:10 – 20:40
Presentation 30 min
THE UX RESEARCH ANTI-HANDBOOK: RULES WORTH BREAKING
- Challenging outdated UX research “rules” that no longer fit fast-moving, hybrid, resource-constrained teams.
- Reframing dogmatic methods and deliverables with practical, modern alternatives grounded in real-world stories.
- Encouraging researchers to examine why they follow certain rules and to experiment intentionally to unlock innovation.
- Empowering attendees to work more adaptably, transparently, strategically, and fearlessly to increase research impact.
Principal UX Researcher
BECU
Speaker
Wed Feb 3
20:40 – 21:20
Roundtable 40 min
Roundtable 1: Turning UXR as trusted advisors to coach citizen researchers
Head of User Research – Global Engineering
SAS
Speaker
Wed Feb 3
20:40 – 21:20
Roundtable 40 min
Roundtable 2: When the user is an AI agent: researching non-human users
UX Research Director
Xsolla
Speaker
Wed Feb 3
20:40 – 21:20
Roundtable 40 min
Roundtable 3: Organizational Memory: The Missing Layer in AI-Powered Research
UX research leader
American Airlines
Speaker
Wed Feb 3
20:40 – 21:20
Roundtable 40 min
Roundtable 4: What have global teams misunderstood when doing UX research in Asia
Wed Feb 3
21:30 – 21:35
Networking 5 min
End of Day 1 and Open Networking
Day 2
Thu Feb 4
14:00 – 14:15
Networking 15 min
WELCOME & VIRTUAL COFFEE
Thu Feb 4
14:20 – 14:50
Opening Keynote 30 min
RESEARCH: STILL ESSENTIAL IN THE AI PRODUCT ERA
- Shifting UXR expectations as users interact with intelligent systems (trust, control, and collaboration)
- Avoiding over-reliance on historical data or synthetic proxies when AI introduces net-new behaviors
- Treating culture and language as first-order variables in cross-market AI experiences
- Scaling delivery speed without compromising UXR fundamentals (rigor, ethics, judgment, and synthesis)
Head of UX Research, APAC
Meta
Speaker
Thu Feb 4
14:55 – 15:25
30 min
MOMENTS THAT MATTER: HOW GLOBAL EXPERIENCE RESEARCH AND DESIGN DRIVES LONG-TERM VALUE BEYOND CONVERSION
- Identifying the critical Moments That Matter across customer journeys through research conducted in different markets and cultural contexts.
- Connecting fragmented touchpoints across products, channels, and teams into coherent end-to-end journeys centered on the Moments That Matter.
- Shifting experience strategy from optimizing individual transactions to building stronger customer relationships and long-term value.
Head of Global Digital Experience
Nestlé Nespresso SA
Speaker
Thu Feb 4
15:30 – 16:00
Case Study 30 min
CAN UX RESEARCH BECOME MORE PREDICTABLE? HUMAN-GROUNDED DIGITAL TWINS, SYNTHETIC RESPONDENTS, AND QUANT UX RESEARCH
- Building on real respondent data: how 499 football fans’ MaxDiff answers became individual “digital twins” and a crowd-based prediction model.
- Combining quantitative research with AI-assisted, up-to-date context to make predictions more useful—without asking AI to invent respondent opinions.
- Testing whether research forecasts hold up by locking predictions before outcomes and evaluating them with measures such as Brier Score and Log Loss.
Principal CX&UX Researcher
Kaiser X Labs. A company of Allianz
Speaker
Thu Feb 4
16:00 – 16:30
Networking 30 min
Break and Open Networking at Fluid Space
Thu Feb 4
16:30 – 17:15
Roundtable 45 min
Roundtable 1: Expanding upon research skills: Our competitive edges in a generalist era.
Senior Design Researcher, IBM LinuxONE
IBM
Speaker
Thu Feb 4
16:30 – 17:15
Roundtable 45 min
Roundtable 2: Topic To Be Announced
Chief Strategy Designer
NTT DATA
Speaker
Thu Feb 4
16:30 – 17:15
Roundtable 45 min
Roundtable 3: Topic To Be Announced
Head of UX Research
Flipkart
Speaker
Thu Feb 4
16:30 – 17:15
Roundtable 45 min
How to Align Inter-departmental understanding to customer-Centric UX Research
Head of UX Research & Design Team
Renault Group
Speaker
Thu Feb 4
17:20 – 17:50
30 min
FROM INVISIBLE TO IMPACT: USING CREATIVE RESEARCH TO BRING SELDOM HEARD VOICES INTO DESIGN
- Over-representing easy-to-recruit participants, leaving seldom-heard audiences out of decisions and increasing the risk of unrepresentative insight
- Running targeted, audience-specific studies (using an intersectional lens) and synthesizing across them to surface shared barriers and group-specific challenges
- Recruiting via trusted community partners and using creative, participatory methods (drawing, visual storytelling, co-creation, prompts) to reduce barriers and elicit deeper emotional insight
- Producing a clearer evidence base for systemic exclusion and practical redesign direction (simplifying journeys, improving accessibility, offering alternatives, building trust through inclusive communication)
User Research Lead
Social Security Scotland
Speaker
Thu Feb 4
17:55 – 18:25
Case Study 30 min
STOP COLLECTING INSIGHTS. START OPERATIONALIZING THEM
- From fragmented data to connected intelligence: How AI can unify unstructured customer feedback across multiple sources and organize it into a consistent, scalable five-level taxonomy
- From insights to action: How integrations and workflow automation can deliver intelligence directly into tools such as Microsoft Teams, Jira, and ServiceNow, connecting customer needs to the teams responsible for addressing them
- From one-off findings to continuous improvement: How to build a closed-loop intelligence system that connects customer evidence, product prioritization, agile delivery, and business outcomes—while maintaining traceability and human oversight
Customer Intelligence, AI & UX Research Leader
Western Union
Speaker
Thu Feb 4
18:30 – 19:00
30 min
FROM TIME-SLICED STUDIES TO CONTINUOUS INSIGHT: EVOLVING UX RESEARCH PRACTICE WITHOUT LOSING STRATEGIC IMPACT
- Evolving an existing research operating model from periodic projects into a continuous insight cadence (without creating noise or busywork).
- Setting leadership expectations and decision rhythms so stakeholders can absorb and act on insights more frequently.
- Using continuous insight to make stronger business cases—prioritizing high-value work and clearly connecting research to outcomes executives fund.
Principal Product Researcher
Visa
Speaker
Thu Feb 4
19:00 – 19:30
30 min
Networking (Fluid Space)
Thu Feb 4
19:30 – 20:00
Networking 30 min
HOW UX WON THE ORG CHART: FROM A SMALL TEAM TO A NON-IGNORABLE FUNCTION
- Positioning UX as a business function and reframing work in outcomes executives fund and getting UX a seat in senior leadership.
- Evolving from scattered designers/researchers into a formal UX department with clear mandate, operating model, and decision rights.
- Defending (and growing) headcount against global volatility and making a credible multi-year path for the UX department.
Thu Feb 4
20:05 – 20:35
30 min
DESIGNING INCLUSION ACROSS CULTURES: HOW GLOBAL UX RESEARCH INFORMED PINTEREST’S PRODUCT STRATEGY
- Recognizing inclusion isn’t culturally universal—markets value respect/representation/accessibility, but define “inclusion” differently
- Noting default-embedded inclusion can outperform “labeled” inclusion—labels/filters help some, but can feel reductive or spotlight difference
- Showing qual explains the “why” behind data—mixed methods reveal motivations, emotional nuance, and context beyond metrics
- Emphasizing localization is strategic, not just translation—adapting imagery/language/content and cues
Senior Staff Researcher (Product Belonging)
Pinterest
Speaker
Partner & Managing Director
The Hatch Studio
Speaker
Thu Feb 4
20:40 – 21:20
Panel discussion 40 min
THE GREAT UXR RE-BLEND: WHEN QUAL AND QUANT FINALLY SPEAK THE SAME LANGUAGE
- Reconnecting UXR work to first principles: observation, behavior, and context, what is lost in the current generation of UXRers?
- Combining interview depth with behavioral data to answer both “why” and “how much”
- Designing hybrid studies that run fast without sacrificing rigor
- Defining what good evidence looks like when tools can generate patterns instantly
Principal Product Researcher
Visa
Moderator
Global Director, Consumer & User Research and Digital Capabilities, Global
Procter & Gamble
Panelist
Thu Feb 4
21:20 – 21:25
5 min
End of UX360 Virtual Summit 2027
Agenda To Be Announced Soon
The event will be hosted on our virtual platform
If you have questions or need support, please contact Irene Hatji.
All times are in CET (Central European Time)
Day 1
Wed Feb 3
14:00 – 14:15
Networking 15 min
WELCOME & VIRTUAL COFFEE
Wed Feb 3
14:20 – 14:50
Opening Keynote 30 min
TOPIC TO BE ANNOUNCED
Global Director, Consumer & User Research and Digital Capabilities, Global
Procter & Gamble
Speaker
Wed Feb 3
14:55 – 15:25
30 min
MAKING UXR SCALABLE AND EXECUTIVE-LEGIBLE: DEMOCRATIZATION DONE RIGHT
- Building a practical “democratization framework” by clarifying which research activities can be self‑served vs. must remain researcher‑led, and setting up a simple escalation path (templates, ethics checklist, sampling/recruitment guardrails) so quality stays consistent
- Proving value in executive language by translating research outcomes into C‑suite metrics that resonate (risk reduction, faster time‑to‑decision, rework avoided, adoption/revenue impact) using crisp, exec-ready artifacts (e.g., 1‑page decision memos + counterfactual “what we would’ve done otherwise”)
- Operationalizing measurement for a scaled function by defining a lightweight scorecard that balances output (volume), quality (credibility/standards), and capacity (bandwidth/efficiency), and tying those measures back to business outcomes leaders care about
Director Experience Design and Research
Siemens
Speaker
Wed Feb 3
15:30 – 16:00
Case Study 30 min
RESEARCHING CHECKOUT ACROSS COUNTRIES: CLUSTERING HUMAN NEEDS TO SCALE INSIGHTS
- Recognizing that checkout isn’t universal: what “good” means varies by region (efficiency vs. human needs).
- Streamlining steps with AI while still preserving clarity, confidence, and control at payment.
- Starting with foundational regional needs—not just translation/UI tweaks.
- Clustering markets across lenses (tech ecosystem, regulation, trust/behavior) to scale insights.
Wed Feb 3
16:00 – 16:30
Networking 30 min
Networking Break (Fluid Space)
Wed Feb 3
16:30 – 17:15
Panel discussion 45 min
REIMAGINING UX CAREER GROWTH: FROM DISCIPLINE HISTORY TO CROSS-FUNCTIONAL LEADERSHIP
- Tracing how UX evolved over time (roles, skills, and expectations), and what that history tells us about where the field is heading
- Expanding senior leadership growth beyond craft into strategy, facilitation, and organizational design across blurred boundaries
- Identifying what juniors should focus on in 2026+: foundational craft plus durable leverage skills (communication, stakeholder alignment, systems thinking, and data/AI fluency)
- Navigating careers by defining your unique value as UX roles overlap with product, research, data, and engineering—and demonstrating impact in that environment
Director of User Experience Research
Hyatt Hotels Corporation
Moderator
Global Head UX/UI
Schneider Electric
Panelist
Senior Director, CX
Skyscanner
Panelist
Design Director - Internal UX
Volvo
Panelist
Head of User Research, Community & Live
YouTube
Panelist
Wed Feb 3
17:20 – 17:50
30 min
FROM INCREMENTAL TO INSPIRING: CRAFTING PRODUCT VISIONS THAT TEAMS ACTUALLY BELIEVE IN
- Transforming research, data, and constraints into solutions that balance user and business impact - not a compromise between them
- Structuring a clear story arc from today’s pain points to bold “big bets” so stakeholders understand the why, not just the what
- Humanizing user data into resonant characters and journeys that build empathy and prevent feature-first decision-making
- Identifying the right first steps and features to take your vision from ideas to reality
Senior Manager User Experience
YouTube
Speaker
Wed Feb 3
17:55 – 18:25
Case Study 30 min
DESIGNING FOR EVERYONE: EMBEDDING ACCESSIBILITY ACROSS THE PRODUCT LIFECYCLE
- Five to six high-impact, actionable practices teams can implement immediately to improve accessibility and meet EAA requirements
- How to embed accessibility into every stage of the design and development lifecycle, from discovery and design to QA and release — without slowing teams down
- How to include users with disabilities in research and testing to uncover issues that guidelines alone cannot reveal
Head of UX & Accessibility CoE
DHL
Speaker
Wed Feb 3
18:25 – 19:00
Roundtable 35 min
Networking (Fluid Space) / Interactive Roundtable
Wed Feb 3
19:00 – 19:30
30 min
UX RESEARCH FOR AI-PRODUCTS: FASTER INSIGHTS, DEEPER TRUST, CLEARER BOUNDARIES
- Applying cognitive psychology to evaluation—measuring attention, decision-making under uncertainty, and the mental models people form about what an “agent” is doing (particularly under stress)
- Establishing clear boundaries between stable vs. adaptive system behavior—where the agent can improvise, where it must request permission, and which always-visible controls keep travelers oriented (itinerary truth, budget, cancellation rules, etc.)
- Pairing behavioral analytics with psychologically informed qualitative research to explain why behavior changes—combining metrics (drop-off, retries, undo/cancel rates) with probes around confidence, perceived control, and understanding of system state
Research Director, AI Experience
Expedia
Speaker
Wed Feb 3
19:35 – 20:05
Case Study 30 min
THE INVISIBLE GUARDRAIL: HOW UX RESEARCH PREVENTED AUTOMATION BIAS IN A STATEWIDE AI JUDICIAL SYSTEM
- Defining the interface as a safety guardrail in high-stakes AI systems—clarifying what the UI must not do (e.g., auto-merge records, imply confirmation) as much as what it should do
- Treating explanation as the trust mechanism—showing a score without clear reasoning drives overconfidence and automation bias; pairing each AI signal with an understandable “why” prevents people from filling gaps with assumptions
- Making confidence legible (not just accurate)—raw percentages create false precision; communicating uncertainty and ambiguous states helps people calibrate trust appropriately
- Embedding UX research early (before design locks in) to surface risks and establish interaction guardrails—reducing reversals and enabling scalable, consistent AI interaction patterns
Lead UX Researcher
AJ Boggs / Michigan Supreme Court
Speaker
Wed Feb 3
20:10 – 20:40
Presentation 30 min
THE UX RESEARCH ANTI-HANDBOOK: RULES WORTH BREAKING
- Challenging outdated UX research “rules” that no longer fit fast-moving, hybrid, resource-constrained teams.
- Reframing dogmatic methods and deliverables with practical, modern alternatives grounded in real-world stories.
- Encouraging researchers to examine why they follow certain rules and to experiment intentionally to unlock innovation.
- Empowering attendees to work more adaptably, transparently, strategically, and fearlessly to increase research impact.
Principal UX Researcher
BECU
Speaker
Wed Feb 3
20:40 – 21:20
Roundtable 40 min
Roundtable 1: Turning UXR as trusted advisors to coach citizen researchers
Head of User Research – Global Engineering
SAS
Speaker
Wed Feb 3
20:40 – 21:20
Roundtable 40 min
Roundtable 2: When the user is an AI agent: researching non-human users
UX Research Director
Xsolla
Speaker
Wed Feb 3
20:40 – 21:20
Roundtable 40 min
Roundtable 3: Organizational Memory: The Missing Layer in AI-Powered Research
UX research leader
American Airlines
Speaker
Wed Feb 3
20:40 – 21:20
Roundtable 40 min
Roundtable 4: What have global teams misunderstood when doing UX research in Asia
Wed Feb 3
21:30 – 21:35
Networking 5 min
End of Day 1 and Open Networking
Day 2
Thu Feb 4
14:00 – 14:15
Networking 15 min
WELCOME & VIRTUAL COFFEE
Thu Feb 4
14:20 – 14:50
Opening Keynote 30 min
RESEARCH: STILL ESSENTIAL IN THE AI PRODUCT ERA
- Shifting UXR expectations as users interact with intelligent systems (trust, control, and collaboration)
- Avoiding over-reliance on historical data or synthetic proxies when AI introduces net-new behaviors
- Treating culture and language as first-order variables in cross-market AI experiences
- Scaling delivery speed without compromising UXR fundamentals (rigor, ethics, judgment, and synthesis)
Head of UX Research, APAC
Meta
Speaker
Thu Feb 4
14:55 – 15:25
30 min
MOMENTS THAT MATTER: HOW GLOBAL EXPERIENCE RESEARCH AND DESIGN DRIVES LONG-TERM VALUE BEYOND CONVERSION
- Identifying the critical Moments That Matter across customer journeys through research conducted in different markets and cultural contexts.
- Connecting fragmented touchpoints across products, channels, and teams into coherent end-to-end journeys centered on the Moments That Matter.
- Shifting experience strategy from optimizing individual transactions to building stronger customer relationships and long-term value.
Head of Global Digital Experience
Nestlé Nespresso SA
Speaker
Thu Feb 4
15:30 – 16:00
Case Study 30 min
CAN UX RESEARCH BECOME MORE PREDICTABLE? HUMAN-GROUNDED DIGITAL TWINS, SYNTHETIC RESPONDENTS, AND QUANT UX RESEARCH
- Building on real respondent data: how 499 football fans’ MaxDiff answers became individual “digital twins” and a crowd-based prediction model.
- Combining quantitative research with AI-assisted, up-to-date context to make predictions more useful—without asking AI to invent respondent opinions.
- Testing whether research forecasts hold up by locking predictions before outcomes and evaluating them with measures such as Brier Score and Log Loss.
Principal CX&UX Researcher
Kaiser X Labs. A company of Allianz
Speaker
Thu Feb 4
16:00 – 16:30
Networking 30 min
Break and Open Networking at Fluid Space
Thu Feb 4
16:30 – 17:15
Roundtable 45 min
Roundtable 1: Expanding upon research skills: Our competitive edges in a generalist era.
Senior Design Researcher, IBM LinuxONE
IBM
Speaker
Thu Feb 4
16:30 – 17:15
Roundtable 45 min
Roundtable 2: Topic To Be Announced
Chief Strategy Designer
NTT DATA
Speaker
Thu Feb 4
16:30 – 17:15
Roundtable 45 min
Roundtable 3: Topic To Be Announced
Head of UX Research
Flipkart
Speaker
Thu Feb 4
16:30 – 17:15
Roundtable 45 min
How to Align Inter-departmental understanding to customer-Centric UX Research
Head of UX Research & Design Team
Renault Group
Speaker
Thu Feb 4
17:20 – 17:50
30 min
FROM INVISIBLE TO IMPACT: USING CREATIVE RESEARCH TO BRING SELDOM HEARD VOICES INTO DESIGN
- Over-representing easy-to-recruit participants, leaving seldom-heard audiences out of decisions and increasing the risk of unrepresentative insight
- Running targeted, audience-specific studies (using an intersectional lens) and synthesizing across them to surface shared barriers and group-specific challenges
- Recruiting via trusted community partners and using creative, participatory methods (drawing, visual storytelling, co-creation, prompts) to reduce barriers and elicit deeper emotional insight
- Producing a clearer evidence base for systemic exclusion and practical redesign direction (simplifying journeys, improving accessibility, offering alternatives, building trust through inclusive communication)
User Research Lead
Social Security Scotland
Speaker
Thu Feb 4
17:55 – 18:25
Case Study 30 min
STOP COLLECTING INSIGHTS. START OPERATIONALIZING THEM
- From fragmented data to connected intelligence: How AI can unify unstructured customer feedback across multiple sources and organize it into a consistent, scalable five-level taxonomy
- From insights to action: How integrations and workflow automation can deliver intelligence directly into tools such as Microsoft Teams, Jira, and ServiceNow, connecting customer needs to the teams responsible for addressing them
- From one-off findings to continuous improvement: How to build a closed-loop intelligence system that connects customer evidence, product prioritization, agile delivery, and business outcomes—while maintaining traceability and human oversight
Customer Intelligence, AI & UX Research Leader
Western Union
Speaker
Thu Feb 4
18:30 – 19:00
30 min
FROM TIME-SLICED STUDIES TO CONTINUOUS INSIGHT: EVOLVING UX RESEARCH PRACTICE WITHOUT LOSING STRATEGIC IMPACT
- Evolving an existing research operating model from periodic projects into a continuous insight cadence (without creating noise or busywork).
- Setting leadership expectations and decision rhythms so stakeholders can absorb and act on insights more frequently.
- Using continuous insight to make stronger business cases—prioritizing high-value work and clearly connecting research to outcomes executives fund.
Principal Product Researcher
Visa
Speaker
Thu Feb 4
19:00 – 19:30
30 min
Networking (Fluid Space)
Thu Feb 4
19:30 – 20:00
Networking 30 min
HOW UX WON THE ORG CHART: FROM A SMALL TEAM TO A NON-IGNORABLE FUNCTION
- Positioning UX as a business function and reframing work in outcomes executives fund and getting UX a seat in senior leadership.
- Evolving from scattered designers/researchers into a formal UX department with clear mandate, operating model, and decision rights.
- Defending (and growing) headcount against global volatility and making a credible multi-year path for the UX department.
Thu Feb 4
20:05 – 20:35
30 min
DESIGNING INCLUSION ACROSS CULTURES: HOW GLOBAL UX RESEARCH INFORMED PINTEREST’S PRODUCT STRATEGY
- Recognizing inclusion isn’t culturally universal—markets value respect/representation/accessibility, but define “inclusion” differently
- Noting default-embedded inclusion can outperform “labeled” inclusion—labels/filters help some, but can feel reductive or spotlight difference
- Showing qual explains the “why” behind data—mixed methods reveal motivations, emotional nuance, and context beyond metrics
- Emphasizing localization is strategic, not just translation—adapting imagery/language/content and cues
Senior Staff Researcher (Product Belonging)
Pinterest
Speaker
Partner & Managing Director
The Hatch Studio
Speaker
Thu Feb 4
20:40 – 21:20
Panel discussion 40 min
THE GREAT UXR RE-BLEND: WHEN QUAL AND QUANT FINALLY SPEAK THE SAME LANGUAGE
- Reconnecting UXR work to first principles: observation, behavior, and context, what is lost in the current generation of UXRers?
- Combining interview depth with behavioral data to answer both “why” and “how much”
- Designing hybrid studies that run fast without sacrificing rigor
- Defining what good evidence looks like when tools can generate patterns instantly
Principal Product Researcher
Visa
Moderator
Global Director, Consumer & User Research and Digital Capabilities, Global
Procter & Gamble
Panelist
Thu Feb 4
21:20 – 21:25
5 min