UP TechX 2025 International Conference

Permanent URI for this collectionhttp://hdl.handle.net/2263/105202

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Now showing 1 - 12 of 12

Unlocking Potential: Human-Centred Design in Higher Education
(2025-10-29) Rama, Kishan; Nel, Marguerite A.
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-centred 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 behaviour and applying behavioural 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 humour, 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 also enchant.
Designing for Humanity in the Age of Automation
(2025-10-30) Selebi, Olebogeng
As automation, artificial intelligence, and data-driven systems reshape the nature of work, the urgency for human-centred design has never been greater. In this session, we'll explore how UX practitioners can position human values, needs, and agency at the core of rapidly evolving technological ecosystems. Drawing on research from across Africa and global trends, the talk will explore how inclusive, empathetic design can bridge the growing gap between digital systems and human users—particularly those at risk of being left behind. From reimagining workplace interfaces to designing for equity in algorithmic decision-making, this session will provide practical insights on how to ensure that digital transformation enhances, rather than erodes, human dignity, creativity, and connection. In the age of automation, design is not just about usability - it is about shaping the future of work itself.
Reinventing Engagement: Application of Cloud Tech to Transform Customer Experience
(2025-10-30) Nel, Bianca; Nel, Marguerite A.
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 increased by 250%, with 70% of queries now being resolved without requiring agent intervention. Average handling time has halved, while support overheads have dropped by 70%, and infrastructure costs have fallen by 48%. This presentation will explore how leveraging cloud infrastructure, custom plug-ins, and conversational AI transformed a traditional call centre 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.
Beyond Prompting AI – Design and Learn
(2025-10-30) Erasmus, Jacqueline; Nel, Marguerite A.
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 AI as a Continuous Feedback Loop AI-Assisted User Testing Simulation Real-Time Accessibility Validation Embedded Learning While Designing 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.
Crafted, Not Assembled: Building Holistic UX in the Age of Automation
(2025-10-30) Brosens, Jacques; Nel, Marguerite A.
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: The hidden UX costs of treating automation and AI as design-neutral tools. Why early-stage decisions in business, tech, or operations often break UX later. Practical strategies for aligning multidisciplinary teams around human outcomes. The irreplaceable value of human insight, especially in complex or underserved contexts. 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.
Beyond Interfaces: Designing Human-Centred Digital Experiences Fueled by Data
(2025-10-30) Tayengwa, Sam; Nel, Marguerite A.
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-centred thinking with smart use of data. We’ll cover: Why “human” wins over “pretty” – How understanding people’s real-life context beats chasing design trends. Data across the journey – From the first click to long-term loyalty, using data to shape every touchpoint. Case studies from the continent – Real examples of digital products solving African challenges in finance, identity, and access. The near future – AI, hyper-personalisation, and building trust in a digital-first Africa. What good looks like – Clear, human, and measurable ways to know if your product is truly working. The goal is simple: leave you inspired and equipped to design digital products that don’t just function — they connect, include, and improve lives.
UX Uniquity: The Old Dog with New Tricks
(2025-10-29) Schonwald, Tanya; Nel, Marguerite A.
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 in the lives of those who rely on them to navigate life.
Accessibility in Motion: From Library Floors to Digital Doors
(2025-10-29) Mosito, Mpho
The presentation “From Library Floors to Digital Doors: Accessibility in Motion” explores how libraries can create seamless, inclusive experiences across both physical and digital environments. Drawing on user experience (UX) principles and insights from usability testing with students who are blind, partially sighted, or physically impaired, the talk highlights practical ways to remove barriers and enhance accessibility. It examines accessibility not merely as compliance, but as an ongoing commitment to equity, dignity, and inclusion. By integrating accessible design into library spaces, websites, and services, and through collaboration between UX professionals, IT teams, and disability support units, libraries can ensure that every user—regardless of ability—has equal access to information and knowledge.
From Pixel to Planet: The UX Imperative for a Sustainable Digital Future
(2025-10-29) Smuts, Hanlie
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 policymakers 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.
Keeping Users Engaged Through Gamification
(2025-10-29) Finger, Lesego; Nel, Marguerite A
Education often feels like broccoli, necessary but not exciting. Matric Live utilises gamification and AI to transform that broccoli into a dessert. With streaks, badges, leaderboards, and adaptive challenges, learning becomes addictive, like social media, but with real impact. My talk will demonstrate how playful design and intelligent feedback keep learners motivated, curious, and eager to return.
How I Interview My Interviews: A Chat-based Research Method
(2025-10-29) Coovadia, Aalia; Nel, Marguerite A.
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 allows you to revisit each interview in a completely new way, without recontacting a single participant. It’s fast, surprisingly intuitive, and designed to surface what traditional methods often miss.
Being Human-Centred in the AI Era
(2025-10-29) Deschenes, Amy; Nel, Marguerite A
In an era increasingly dominated by artificial intelligence and technological innovation, academic libraries must recommit to a deep understanding and service to our users. This keynote explores the critical importance of user-centred design and user research in libraries, presenting a comprehensive approach to developing empathetic, data-driven organisational cultures. Drawing on practical case studies and research examples, the presentation will guide participants on how to transition from a reactive approach to occasional user feedback to building a strategic user-centred library. Practical examples will demonstrate how libraries can transform user interactions by understanding user motivations, addressing pain points, and developing more responsive and 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 organisational practices that prioritise user needs in an increasingly algorithmic world. Attendees will learn how to adopt different research methods in their organisations and concrete strategies for formalising their library’s approach to human-centred design. Key themes include: Navigating technological trends while maintaining human-centric approaches Preserving human agency and empathy while acknowledging AI innovation Understanding the fundamentals of user-centred design & research methodologies Building organisational UX maturity & adopting strategies for impactful change based on user input Examples of UX wins & fails from other libraries

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