People don't experience services in a vacuum. Organizations deliver services in places, both physical or virtual. You do your banking in your bank's local branch office or using their mobile app. In either case, the context in which the service happens affects how you understand the experience.

Join information architect Jorge Arango for a conversation on how place affects services. The session will consist of a short presentation followed by a Q/A discussion. We'll focus on designing coherent experiences as users switch between contexts, and how we can use language to create contexts that help people accomplish their goals.

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Jorge Arango brings clarity and alignment to UX design projects by using architectural thinking. Over the last 25 years, he has architected digital products and “made the complex clear” for Fortune-500 corporations, startups, civic institutions, and non-profits. He's the author of Living in Information: Responsible Design for Digital Places (Two Waves, 2018), co-author of Information Architecture: for the Web and Beyond (O'Reilly, 2015), and host of The Informed Life podcast. Besides consulting, writing, and podcasting, Jorge also teaches in the graduate interaction design program at the California College of the Arts.