About the event
JourneyOps Stockholm is an essential gathering for in-house experts dedicated to advancing customer-centricity within their organizations. With a focus on the transformative power of customer journey management, this event aims to bridge the gap between strategy and successful implementation.
Who is this event for?
The Speakers
08
FEATURED INDUSTRY EXPERTS
Agenda
MAY 29
08:45
Doors open & breakfast
09:00
Welcoming words
09:15
Heidi Ettanen, Head of DesignOps at H&M
Leading journey mapping strategically and operationally
Olga Kullander & Josefin Johansson, Insights & Analytics at Polestar
Leveraging insights to drive value with journey management
Esa Nettamo, Founder of JourneyOps & Spark Design
Mastering customer-centricity with journey management
10:30
Coffee & networking
11:00
Martin Palamartz, Co-Founder TheyDo
Journeys at the heart of management
Ville Österlund, Founder & CEO LeanLab
Illuminate your path! How to switch on a continuous customer discovery for journey excellence
Adalgisa Santos, Service Design Expert & Competence Lead, KONE
Journey-Ops: Stories of Failure and Success
Sérgio Tavares, Lead Service Designer, F-Secure
Customer Journeys that can’t be ignored
12:30
Event closes
01
Key note speaker
Heidi Ettanen
Head of DesignOps at H&M
Co-lead at DesignOps Assembly Sweden
Heidi Ettanen has set up and is leading the Design Operations team within Customer Experience at H&M - capturing, maturing and evangelising customer-centric design practices, scalable design processes and empowering career structures, serving an international design community of 80 designers and researchers. Heidi has over 15 years of professional experience working in both in-house and in agencies across different industries, from gaming to NGOs and fashion retail. She started her career in branding, moved to product design, gravitated towards service design and has worked with innovation management and product leadership before combining it all in DesignOps.
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Esa Nettamo
Founder of JourneyOps & Spark Design
Esa specialises in guiding organisations to successfully implement customer journey management, initiating their shift towards customer-centricity. This year, Esa's mission, through JourneyOps, is to raise awareness among 1,000 people about the transformative potential of customer journey management and create a global JourneyOps community.
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02
Keynote speaker
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03
Keynote speaker
Olga Kullander
Voice of Customer Lead, Polestar
Olga is the driving force behind Polestar's Voice of Customer program, serving as its leader for the past 2.5 years. With a decade of international experience in the customer experience field, Olga has honed her expertise across diverse industries. Her role at Polestar capitalizes on her extensive background, focusing on elevating customer feedback and integrating it into strategic initiatives.
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Josefin Johansson
Customer Research Lead, Polestar
Josefin brings nearly a decade of international experience from Polestar and Adidas into her role, focusing on understanding consumer behaviours to enhance direct-to-consumer strategies. Her work centers on consumer research throughout the customer lifecycle to identify growth opportunities and improve experiences. Committed to turning insights into strategy, Josefin advocates for a deep understanding of consumers to drive enhanced consumer and business value.
04
Keynote speaker
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05
Keynote speaker
Martin Palamarz
Co-Founder, TheyDo
Martin Palamarz is TheyDo's CXO and co-founder. With 20 years of experience in consultancy, he's become a master at customer-centric transformation and implementation of journey management across large organizations. Martin helps organizations understand their current state of maturity in journey management, and works with them to identify areas for growth and development.
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Adalgisa Santos
Service Design Expert & Competence Lead, KONE
Adalgisa (Gisa) advocates for customer journey management while crafting services and digital products that enhance customer and employee experiences. With more than a decade of experience, her expertise extends to transformation and competence leadership, alongside her roles as a service and product designer. She's particularly passionate about customer journeys and service blueprints, leveraging them in diverse contexts to drive impactful outcomes.
06
Keynote speaker
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07
Keynote Spearker
Ville Österlund
Founder & CEO, LeanLab
Ville is passionate about helping brands to work more closely with their users. With 20+ years' experience in user insights, he's aided numerous Nordic and global brands such as Finnair, Google, Spotify and Sony to create better Products and Experiences through enhanced user understanding. Before founding Leanlab, Ville was a Partner at a Nordic design/tech agency Digitalist. Prior to that, he ran his own user insights agency operating in Helsinki, London and Singapore.
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Sérgio Tavares
Lead Service Designer, F-Secure
Sérgio is a Lead Service Designer at F-Secure, managing journeys that fight cybercrime for over 30 million users worldwide. How to get people to use the Journey and win a place in the company backlog — Sérgio will unpack these wicked problems, and some more. With background spanning over a decade in the topic, Sérgio has led B2C and B2B journey mapping at frog, influencing design strategies for Finnair, Pfizer, Arbetsförmedlingen, Reima, Microsoft, or the government of Abu Dhabi. Sérgio holds a PhD in Culture and Technology, focusing in the intersection of human experience, ways of working and new societal challenges. More about his work: Lutav.co
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Keynote speaker
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Watch previous event's presentations
Event sponsors
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Founded in 2019, TheyDo is the leading journey management platform, providing the power to make the journey the most valuable business tool. TheyDo’s triple diamond framework and platform enable organizations to manage their complex journeys and optimize them for efficient growth. TheyDo is trusted by global brands, including Cisco, Ford, Johnson & Johnson, Home Depot, and Polestar.
Leanlab provides a continuous user research platform for fast and agile user discovery and testing. Our mission is to assist CX and UX teams in reducing barriers to user research and embracing more user-centric development processes. Established in 2021, the company operates with teams in both Finland and Sweden, collaborating with Nordic brands like Finnair, If Insurance, and the City of Helsinki. See more at www.leanlab.co
Spark Design helps organisations to get started with journey management and ignite their transformation towards customer-centricity. Spark Design is also the owner and orgniser of JourneyOps. www.sparkdesign.io
DesignOps Assembly, established in 2017, is a global network of DesignOps practitioners of all levels. With chapters around the world DOA host events focused on fostering community, sharing resources and generating best practices within the industry.