"A well-designed experience grows in value over time. An experience represents a contribution of valued offerings desires and memories all knitted together coherently."

Leana talked about how to craft an experience through a technological device. As a use case she talked about the concierge project at Kraftwerk Zurich. With the concierge, which looks like a telephone, they have created an intelligent assistant for meetings at the Kraftwerk location. Moreover, Leana talked about Olmsted's 7 S's and design principles.

Born and raised in Zurich, Leana was an interior and a product designer before heading to Milan to study service design. Driven by her interest in the process of designing experiences rather than end products, she embraced service and experience design in the years following her studies.