Webinar | How Experience Design Creates Competitive Advantage
Tricia Houston, Vice President of Discovery & Design at KS&R, is known for her visionary leadership in mixed-method research, cross-functional collaboration, and people-first innovation. Her work emphasizes reimagining processes, enhancing services, and engaging frontline employees in transformative ways. Tricia is driven by a passion for blending human-centered approaches with business-for-good principles, always focused on delivering actionable insights that drive meaningful outcomes for clients.
With over 15 years of experience in marketing research and customer-centered design, Brian St. Onge leads the tumble experience lab at KS&R. Certified by IDEO and Cornell in design thinking, Brian prides himself on picking the right tools for the job based on the customer’s needs, culture, and processes – and in many cases combining them to best serve the specific project and goals. He is passionate about representing user needs while being able to connect these insights to design actions by concepting user-centered solutions across brand, digital, product, service, and systemic platforms. Outside of work, you can find Brian spending time with his 3 daughters, coaching various teams, and reading.
Your products or services may be operationally sound, but are they leaving a lasting impression? Leading organizations stand out by designing intentional, meaningful customer experiences that drive loyalty and create strategic advantage.
Join us for an interactive webinar where we’ll explore the power of Experience Design—a multidisciplinary approach to crafting the moments that matter most across the customer journey.
What You’ll Learn:
- Core principles of Experience Design and how it drives competitive advantage
- How to move from transactional interactions to emotional connection
- Strategies to embed Experience Design into your organization’s DNA
- How to use an Activity Map, a strategic tool that helps visualize how your core competencies and supporting activities align to deliver customer value
Participate in a guided Mural activity to complete an Activity Map in real time, and receive a take-home framework to start mapping your own offerings.
Who Should Attend:
Business leaders, marketers, CX/UX practitioners, strategists, and innovation teams ready to elevate their approach to customer engagement.
Featured Speakers:
This session will be led by Tricia Houston, Vice President, and Brian St. Onge, Director, from KS&R’s Discovery & Design Team.
