The first is respected design strategist Dr Penny Hagen, who has worked in the commercial, community and academic sectors around Australasia over the last 15 years. Her speciality area, design thinking, is an emerging trend in the library world as organisations strive to provide better service to users with shrinking budgets and increased user expectations.

Dr Hagen runs her own strategic design consultancy Smallfire, which specialises in custom participatory design and stakeholder engagement programs for community and not-for-profit organisations. She is also User Experience Director at Digital Arts Network Auckland and most recently she has worked with Auckland University of Technology Library to implement user-centered approaches to service design.
Programme Committee member Melanie Chivers believes Dr Hagen’s keynote address will be hotly anticipated.
"I am excited to hear from Penny who has an excellent reputation and experience. Design Thinking is a buzzword worthy of the hype. We all want to provide the best service possible and Design Strategy offers us tools to rethink if we are doing that and how we might improve heading into the future."