Pardon our mess: Maintaining Alignment When Operations Can't Stop
Most organizations plan for change. Few can operate through it.
This session introduces the core practice of experience orchestration: mapping how change ripples across infrastructure, operations, and customer experience, tracing where ripples collide, and building the collective view teams need to steward transformation while operations keep running.
You will learn how to trace ripple effects across frontline and customer touchpoints, make cross-system dependencies visible in real time, and allocate delivery between people and AI agents as capabilities shift.
At the end of the session, you’ll walk away with an orchestration playbook for spotting gaps, adapting to ongoing change, and concrete plans to put it to work in your organization.
Date and time: Wednesday, October 28, 2026. 1-4 PM
Venue: Nextview Frankfurt Design Thinking Center (DTC) - Main workshop room. Westerbachstraße 47/Haus nr. 5, 60489 Frankfurt-Mitte-West
Note, workshops are not included in the conference ticket price.
Facilitator
Parc Masterson
Lead Service Designer
Harmonic Design
Parc has built a design practice around getting to the heart of challenges and helping people do meaningful work while navigating the complexity required to deliver value for business and people alike. He is a passionate leader and facilitator that shapes cultures for service–one where individuals can grow and teams can flourish amidst ambiguity and volatility.
Facilitator
Becky Scheel
Creative and Community Lead
Harmonic Design
Becky Scheel, Creative and Community Lead, Harmonic Design
Becky Scheel is a service designer, design leader, and visual thinker who assists organizations in understanding complex problems. Her work integrates service design, facilitation, research, strategy, and visual communication to help teams build a shared understanding and transform ambiguity into actionable solutions.
With over 20 years of experience, Becky has designed experiences across various industries and disciplines. Her background includes exhibit design and digital experiences at Zoo Atlanta and Georgia Tech, as well as service design and organizational transformation at Harmonic Design, where she was the company’s second employee. At Harmonic, she leads complex client engagements while also influencing the firm's creative direction, marketing, and community programs.
Her work has included Fortune 500 organizations, nonprofits, higher education, and conservation initiatives. She has facilitated executive and cross-functional teams, created service design tools and visual frameworks, and co-developed published service design toolkits. She has also published research on animal-computer interaction and digital enrichment for orangutans.
Becky serves on the advisory board of the Georgia Tech College of Design and the Service Design Network’s Media & Publications team. She is particularly interested in visual storytelling, data visualization, wildlife conservation, emerging technology, and designing for both human and nonhuman perspectives.
She is also a passionate advocate for red pandas, an oil painter, live music fan, collector of chairs, and enthusiastic believer in giving a h*ck
Facilitator
Doris Rösner
Senior Manager Customer Experience
Fraport AG
Doris Rösner is Senior Manager Customer Experience Strategy at Fraport AG, where she plays a leading role in shaping the future of passenger experience at Frankfurt Airport. Her career spans service quality, passenger communication, business development and Customer Experience (CX) strategy, always with a strong focus on translating customer needs into tangible improvements. A key focus of her work is the holistic Passenger Experience for Frankfurt Airport’s new Terminal 3.
Doris sees the airport as one connected journey, where infrastructure, processes, services and memorable moments need to come together to create a coherent story for passengers. She views digitalization and AI as powerful enablers to better understand passenger needs and develop relevant, human-centered solutions. Her vision is to move airports beyond functional excellence and create experiences where seamless processes meet genuine hospitality and inspiring moments that passengers remember.
At the heart of her leadership approach is a simple belief: innovation happens when people think beyond organizational boundaries, connect different perspectives and work towards a shared purpose. As the initiator of Fraport’s CX Strategy Circle, she brings people and expertise together to turn customer centricity into tangible change. Her approach is pragmatic, collaborative and solution-oriented, always focused on what best serves the passenger and the overall experience.
