Dr. Jacques Brosens
As AI systems increasingly handle everything from interface generation to backend logic, there’s a growing illusion that great user experiences can simply be assembled by machines. But truly impactful UX emerges from the full chain of decisions — strategic, operational, architectural, and ethical — that shape how technology works in the real world.
This talk explores why UX cannot be isolated to surface-level design, and why human judgment, intent, and craft must remain central in the systems we create. Drawing on real-world examples from cross-sector projects, Dr. Jacques Brosens will unpack the invisible structural decisions, like who (or what) owns the solution space, that often determine the success or failure of user experience outcomes.
Key themes:
This talk will appeal to anyone who believes UX is not just a deliverable, but a collective responsibility, and resonate with those rethinking what “human-centred” really means in an era when machines are replacing human producers at a rapid rate.
Ms. Aalia Coovadia
You’ve just wrapped up 5+ interviews. You’re exhausted — but now the real work begins: analysis
Traditionally, that means spreadsheets, transcripts, and long hours trying to connect the dots. You get answers to what you asked, but what about the insights that didn’t fit into a question? The moments you didn’t expect, or forgot to follow up on?
In this session, I’ll introduce a chat-based analysis method I’ve developed that lets you revisit each interview in a whole new way, without recontacting a single participant. It’s fast, surprisingly intuitive, and designed to surface what traditional methods often miss.
Ms. Amy Deschenes
In a time increasingly dominated by artificial intelligence and technological innovation, academic libraries must recommit to deeply understanding and serving our users. This keynote explores the critical importance of user-centered design and user research in libraries, presenting a comprehensive approach to developing empathetic, data-driven organizational cultures.
Drawing from practical case studies and research examples, the presentation will guide participants on how to move from the practice of reacting to occasional user feedback to building a strategic approach for a user-centered library. Practical examples will show how libraries can transform user interactions by understanding user motivations, addressing pain points, and creating more responsive, intuitive service models and systems. The keynote will demonstrate how to have meaningful user engagement, from designing effective research methods and interpreting complex user data to creating organizational practices that prioritize user needs in an increasingly algorithmic world. Attendees will learn how to adopt different research methods in their organizations and concrete strategies for formalizing their library’s approach to human-centered design.
Key themes include:
Ms. Jaqueline Erasmus
For many, the use of AI tools like ChatGPT, Midjourney, or GitHub Copilot starts and ends with prompt engineering—typing a request and accepting the first answer. While prompts are important, they’re only the surface of AI’s true potential. In the professional design and development space, AI becomes far more powerful when integrated as an ongoing collaborator—embedded into daily workflows, decision-making processes, and quality assurance cycles.
This shift from transactional use (“ask once, get an answer”) to iterative collaboration (“design, review, refine, repeat”) is what separates entry-level AI users from industry-ready professionals. For students entering the workforce, learning how to work with AI throughout the entire design lifecycle will be a critical competitive advantage.
Discussion Points:
Takeaway:
AI in design is no longer about how well you prompt—it’s about how well you collaborate. The student/professional who embraces AI as a dynamic, integrated component of their creative process will be the one setting industry standards in the next five years.
Mr. Kagiso Motidi
As automation and artificial intelligence continue to redefine the way we interact with digital services, a critical question arises: Who gets left behind? While automation promises speed, scale, and efficiency, it often reinforces systemic inequalities—especially in the Global South—due to biases in data, lack of accessibility, and economic disparities.
This talk explores how human-centred design can serve as a counterbalance to the unintended consequences of automation. It will unpack how current systems risk marginalising underserved communities and propose strategies to ensure technology is not only innovative but inclusive and equitable.
Key focus areas include: designing for low-bandwidth and multilingual contexts, embedding local realities into digital ecosystems, and developing automation that enhances human agency rather than replacing it. The session will also highlight the transformative role UX professionals can play in addressing structural challenges like financial exclusion, digital illiteracy, and access inequality through intentional, ethical design.
In shaping the future of experience in the Global South, we must go beyond usability and aesthetics - toward systems that are just, accessible, and built for all.
Ms. Biance Nel
King Price Insurance, a South African short-term insurer known for its quirky brand and decreasing car insurance premiums, has embarked on a transformative digital journey to reimagine customer experience (CX) across all touchpoints. By shifting from an on-premises system to Genesys Cloud, the company introduced a true omni-channel communication strategy—integrating WhatsApp, chatbots, and a self-service portal with smart backend automation.
This empowered King Price to triage client interactions, streamline agent workflows, and boost self-service capabilities without compromising quality. AI-driven tools such as SmartIVR, claims progress tracking, and reusable digital bot flows enable faster resolutions, tailored support, and proactive client routing. Since its implementation, WhatsApp usage has surged by 250%, with 70% of queries now resolved without agent intervention. Average handling time has halved, while support overheads dropped by 70%, and infrastructure costs fell by 48%..
This presentation will explore how leveraging cloud infrastructure, custom plug-ins, and conversational AI transformed a traditional call center into a smart, scalable, multi-channel engagement hub—delivering measurable CX gains and operational efficiency. It highlights key phases, practical challenges, and the strategic mindset that continues to drive continuous improvement at King Price.
Mr. Thokozisa Ngcobo
In a world where digital transformation accelerates daily, the true power of immersive experiences lies not just in technology—but in the people they are designed to serve. My address explores how breaking down systemic barriers and embracing inclusivity, diversity, and accessibility can redefine the future of immersive engagement in South Africa. Drawing from the country’s rich cultural tapestry and complex socio-economic landscape, I will examine the critical role of representation and equity in creating experiences that resonate authentically with all communities. From education and entertainment to public services and digital platforms, I will highlight innovative approaches and real-world examples where inclusive design has bridged divides, empowered marginalized voices, and driven deeper connection. This is not just a call for more immersive technology—it is a call for more immersive humanity. Together, we will envision a South African future where no one is left behind.
Mr. Kishan Rama
In the rapidly evolving landscape of higher education, digital tools like learning management systems and student portals are pivotal to student success, faculty efficiency, and administrative excellence; yet they often frustrate more than they inspire.
In this dynamic talk, UX expert Kishan Rama, drawing from his extensive experience in television, sports, banking, and e-commerce, unveils the art and science of crafting user-centered digital experiences tailored for academia.
Through compelling case studies, such as simplifying student portals and co-designing inclusive learning platforms, Kishan reveals how understanding human behavior and applying behavioral science principles can transform clunky interfaces into intuitive, engaging, and accessible systems. Attendees will discover low-resource UX techniques, debunk common usability myths, and learn how to leverage empathy and inclusivity to boost engagement for diverse students and staff.
Packed with humor, practical insights, and actionable strategies, this session will empower professionals in academia, technologists, and designers to spark a UX revolution in higher education, creating digital experiences that not only work but enchant.
Ms. Tanya Schonwald
When higher education institutions closely collaborate with NGOs, strategic impact occurs that, in turn, impacts the end-user experience. The presentation will deliver several practical examples from within the University of Pretoria/SA Guide-Dogs Association for the Blind trans-disciplinary research collaboration. This is an unconventional relationship with extraordinary results, therefore an extraordinary presentation within the traditional expectations of a UX Conference. The South African Guide-Dogs Association for the Blind serves end-users whose needs differ significantly from the average user, which directly impacts how they interact with and experience user interfaces. The information has been gathered through the Association’s 72 years of existence and experience
The greatest responsibility of all is to influence the user experience for users with limited or no sight, the visually impaired, hence guide-dogs carry one of the largest responsibilities in the world, being the eyes for those without sight. This presentation aims to introduce the audience to the world of Assistance Dogs, the Association, and the variety of activities undertaken to better the world of the visually impaired, the physically impaired, and children with autism. UX Uniquity is a tongue-in-cheek reference to an Assistance Dog and the impact it has on the lives of those who rely on them to navigate life.
Prof. Hanlie Smuts
As digital transformation accelerates across sectors, the environmental and social impacts of our digital systems are often overlooked, hidden behind seamless interfaces and frictionless experiences. Yet, the design of user experiences (UX) directly influences energy consumption, data generation, user behaviour, and ultimately, the sustainability of our digital future.
This presentation bridges the worlds of UX design, technology, and sustainability, highlighting how public and private sector leaders, from policy makers to platform architects, can rethink digital engagement through a sustainability lens. We will examine how UX decisions can promote responsible consumption, reduce digital waste, and support sustainable behaviour change at scale.
Drawing on case studies, emerging research, and practical frameworks, this talk calls on designers, technologists, and decision-makers to move from convenience-first to conscience-first digital ecosystems. Because, in a world increasingly shaped by code and interaction, sustainable design is not optional, it is transformational.
Mr. Sam Tayengwa
Over the past decade, I’ve worked with fintechs, banks, and digital innovators across Africa — from building products that bring the unbanked into the financial system, to fighting identity fraud at scale. One thing is clear: great digital products aren’t just built on code. They’re built on understanding people.
In this keynote, I’ll share practical lessons and future-forward ideas on how we can design better products for Africa by combining human-centered thinking with smart use of data. We’ll cover:
The goal is simple: leave you inspired and equipped to design digital products that don’t just function — they connect, include, and improve lives.