Rafael Rebolleda is Design Director at New Relic, a San Francisco, California-based software analytics company. He is responsible for the company's Global Product Experience. A seasoned strategic designer and researcher, business school and university professor, entrepreneur, speaker, writer and mentor, he's led multidisciplinary teams at international corporations and startups in crafting award-winning products and services for consumers all over the world, driving digital transformation and organisational change around customer-centricity.
This experience is complemented with an MBA in Digital Transformation, a Masters in Strategic Knowledge Management and MIT's open Fab Academy program on how to make (almost) anything. He's founded several pioneering programs, including ESNE's Master in UX or IE's Master in customer experience and innovation, where he also serves as a career advisor and mentor. He likes to give back to the community by organising and participating in pro bono industry events like Transferencias or the Workgroup for Design in Government at the Spanish Ministry of Science and Innovation.
'Observability: data-driven service operations'
UX metrics and product analytics have seen tremendous development and consolidation since the turn of the century but have nonetheless remained, for the most part, above the line of interaction. As we all know, that's only the tip of the iceberg in service design, where smooth and smart operations make great experiences tick.
What if you could expand your insights well below the line of interaction and visibility into the depths of the operational backstage? What if you could enrich your user research with operational metrics to take your systems thinking to the next level and connect business and customers like never before, from efficiencies to strategic opportunities? Enter observability.
Friday, September 17, 12:30