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 has a track-record of fostering design excellence and shaping teams into organizational powerhouses that develops design into a competitive advantage. Andy currently leads the design organization as Chief Design Officer at Constant Contact, the digital marketing and automation platform. He was previously the EVP, Design at Rocket Companies, the nation’s premier mortgage lender; and GVP, Head of Design at Truist, one of the largest banks in the U.S. Andy is an Adjunct Professor in the User Experience Design graduate program at Kent State University.