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Sarah Stern Experience Strategy Lead for DLab, DIRECTV’s Digital Innovation Lab @sarahstern Sarah is an Experience Strategy Lead for DLab, DIRECTV’s Digital Innovation Lab. She helps designs products, services and experiences for the customer, driven by human-centered design methodologies. By understanding the customer across all touchpoints of DIRECTV, she helps promote a holistic understanding of the customer experience to stakeholders and product managers, and helps influence the company’s culture and roadmap. Previously, she was an Information Architect at Walt Disney Parks & Resorts Online and AT&T/Yellowpages, which basically means she asked lots of questions and drew lots of things. She’s active in the Los Angeles design community, co-organizing the Los Angeles Service and Gov Jams, which aim to empower Los Angeles with the tools of service design and design thinking. She was introduced to the world of Information Architecture by Lynn and Chris (yes, the same Lynn and Chris!) while getting her MLIS degree from UCLA.