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Mike Pitone

Sr. Manager Product Management & User Experience
Urban Outfitters

As Senior Manager of Product Management and User Experience at Urban Outfitters, Mike is responsible for driving the company’s UX process, design requirements and usability research. He was also most recently the Director of User Experience for eBay Enterprise (formerly GSI Commerce).

Artist and engineer, Mike takes a pragmatic approach to unifying visual design, system interactions and technology. A whole-systems thinker and believer that form follows function, he recognizes the value of stunning visual design and technical innovation, but not at the expense of delivering well-crafted functionality and a meaningful experience. With over 15 years of professional experience, Mike's work has been applied to ecommerce, content management, social networking, consumer/industrial advertising, health media/awareness, design tools/aids, and systems integration.

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Mobile & Tablet Summit

Monday, May 2nd, 2016

12:45 Customer-Centric Responsible Design - Embracing The Hyper-Connected Consumer and Omnichannel, Multi-Device Retail Experience

It’s no surprise that the retail industry has been going through some changes over the last decade. Changes in consumer behavior due to the rise of “the internet”, mobile devices, and ever-present connectivity have effectively turned the world of retail upside down and inside out. Today, customers need only travel to their pocket to reach a networked Shop Path of non-linear, time-shifted, micro-interactions with expectations of persistent state across all devices – and now our retail stores. The question is, how do we deliver a compelling experience that builds deeper connections with our customers regardless of where, when and how they want to interact with us?

• Pros and cons of "going responsive"; impact to both business and consumer, and identifying the
"right time"
• Leveraging non-standard, customer centric KPI's to measure micro-conversions to build
economic value and develop more meaningful relationships with our customers
• Re-thinking brick and mortar - the impact of mobile on customer expectations
• Taking a more holistic approach to evaluating the customer experience with consideration for
human expectations, feelings, perception, comprehension, objectives, and satisfaction.