High Touch

sequence sf, 1501 mariposa ste 200
drinks and small bites

panel overview

Today, there are more ways to shop, stay healthy, and get our needs met. Consider the range of consumer experiences we encounter: there is the “sharing economy” with companies like Airbnb and Lyft flipping the concept of ownership on its head; there are subscription retail brands like Stitch Fix and Birchbox bringing the store (and style) to your door; and, increasingly, there are self-service and automated experiences like Disney Magic Bands and self-checkout at the Apple store that empower the customer like never before.

While these experiences ultimately put people in the driver’s seat, consumers expect an exceptional level of customer service with every brand encounter and purchase. But what does that really mean in today’s world, where “high touch” could mean “no touch,” and when technology mediates every interaction and transaction?

Join us for a panel discussion to dig into this topic more deeply and participate in a lively discussion with thought leaders from companies that are on the leading edge of change.


  • Chris Waugh

    Chris Waugh

    VP, Design at One Medical

    Chris is VP of Design at One Medical. He is focused on using design thinking as a means of creating positive impact for people and their families. Before joining One Medical, Chris worked as a Health Practice Lead for IDEO.

    Chris is a competitive cyclist, triathlete, and volunteer coach for Team in Training, a group that raises money for The Leukemia ∓ Lymphoma Society by training people for marathons, triathlons, and bike rides.

  • Paco Viñoly

    Paco Viñoly

    Design Director at Square

    Paco Viñoly is Design Director at Square. He was most recently the Head of Digital for BermanBraun, where he led the team responsible for the digital business and large scale media partnerships with Microsoft and Aol.

    Prior to BermanBraun, Viñoly served as Sr. Director of User Experience for the Yahoo! Media Group managing the creative teams for the company’s U.S. media properties. He also served as Creative Director at CNET Networks and Bank of America.

  • Nadia Shouraboura

    Nadia Shouraboura

    Founder & CEO at Hointer

    Dr. Nadia Shouraboura is the CEO of Hointer. Hointer is reinventing the shopping experience, making it easy and fun. At Hointer men and women have a new way of discovering, trying-on and buying great clothing. Before joining Hointer, Nadia was Technology Vice President of Amazon's Worldwide Operations, where she owned technology powering Amazon's global supply chain and fulfillment. She also served on Jeff Bezos' senior leadership team responsible for overall direction and operations of Amazon.

    Nadia holds a PhD in Mathematics from Princeton. She lives in Seattle with her husband and sixteen year-old daughter.

  • Cheryn Flanagan

    Cheryn Flanagan

    Creative Director, Service Design
    at Sequence

    Cheryn has nearly 20 years of experience designing digital products and service experiences for a client list that includes Best Buy, DirecTV, and Xerox. Trained as a graphic designer, she’s worked in the fields of package design, brand design, environmental graphic design, and digital design for renowned agencies such as IDEO, frog design, and MetaDesign. At Sequence, Cheryn leads interdisciplinary project teams from vision setting to delivery, developing solutions that create impact for clients and their customers.