Surfacing Deep Dive #1 - Design & Governance

In this first Surfacing deep dive, host Lisa Welchman and Andy Vitale talk about design and governance. Why do designers feel that they don't have a seat at the table when making decisions about creating the customer experience? And what happens when they do? What is the conflict between the designer's role and those that make the rules for the organization, and how can the disciplines of governance and design work together to improve the customer experience and the experience of being on the digital team?

Episode transcript

About the Hosts

Lisa Welchman is a digital governance pioneer who helps organizations become more intentional about operating online. She coaches and trains digital leaders and teams across the globe.

Lisa has brought her expertise to some of the most impactful organizations globally, including many of the Global 500, universities and colleges, NGOs, and national governments.

An advocate for better digital governance, Lisa’s research interests center around defining a digital safety maturity life cycle that helps organizations understand how to build safer and more ethical web experiences. Lisa speaks at conferences globally and is the author of Managing Chaos: Digital Governance by Design.

Andy Vitale is the VP of Product Design at Rocket Mortgage, where he instills the importance of design and a human-centered approach to transform the mortgage lending experience.

Andy has solved problems for organizations ranging from startups to Fortune-ranked companies. A relentless user experience evangelist, with a passion for cognitive thinking and making technology more human. he is driven by a passion to inspire and empower teams to do their best work.

Aside from his primary role at Rocker Mortgage, Andy is an adjunct professor for Kent State University’s User Experience Design graduate program, speaks at conferences and events, and serves on the advisory board for professional organizations and educational institutions.