NOV 6th  9:00AM PST; 12:00PM EST; 17:00PM ...

Designing Employee Experiences 3445 OCT 18th  9:00AM PST; 12:00PM EST; 17:00PM BST (London); 18:00PM IST 22:30 PM IST 60 min Cost: Non-member: $99 [wlm_stripe_btn sku=payperpost-3421 button_label="Buy Now" pay_button_label="Buy Now" coupon="1"] Open Circle:  FREE, Join OPEN Circle...(NEW!) Inner Circle: FREE! ($99 a month for all events plus Digital Library 250+ videos)

Designing Employee Experiences- crucial Service Design focus

Designing backstage employee experiences is crucial for seamless and efficient service delivery. While customer-facing elements often get the most attention, the processes and interactions behind the scenes directly impact overall service quality.

Why this matters: Focusing on backstage experiences involves understanding and addressing employees' unique needs and challenges daily. This can include improving internal communication, streamlining workflows, and ensuring that employees have the necessary tools and resources to perform their jobs effectively.

Co-creating with employees is critical to a Service Design process. By actively engaging them in workshops and feedback sessions, organizations can gather valuable insights and identify pain points that may not be visible from a managerial perspective. This collaborative approach leads to more practical and tailored solutions and fosters a sense of ownership and empowerment among employees. When employees feel heard and valued, their motivation and job satisfaction increase, leading to better service outcomes. In this Masterclass, Frank Spillers will take you through "employee design" in the Service Design process. Two sector case studies we will examine: Retail, with a focus on Apple Store employees, and Local government with a focus on a London council. By prioritizing backstage employee experiences, organizations can create a more supportive and efficient work environment, ultimately enhancing the overall service experience for customers. But it takes more than wishful thinking. Employee experience design is nuanced and requires delicate management and design.

Topics we will cover in this Designing Employee Experiences Masterclass:

• How employees are critical to service design and delivery
• Analysis of successful service design implementations
• Aligning management culture, employee culture, and customer culture
• Change management and how to design employee experiences
• Prototyping service solutions
• Measuring employee service experience (KPIs)
• Role of AI in employee service design

About Monthly MasterClasses:

These monthly meet-ups are topic-driven live events with an informal presentation by Frank Spillers and group activities and discussions. Monthly MasterClasses are included as part of your membership. They allow a deep dive into important UX topics, with insights drawn from process best practices and case studies from Frank’s two decades in the field. Cost: Non-member: $99 [wlm_stripe_btn sku=payperpost-3421 button_label="Buy Now" pay_button_label="Buy Now" coupon="1"] Open Circle:  FREE, Join OPEN Circle...(NEW!) Inner Circle: FREE! ($99 a month for all events plus Digital Library 250+ videos)

Chapter 2 Creating Peaks (positive moments of t...

Masterclass- Designing for Context-aware experiences 3425 SEPT 6th  9:00AM PDT; 12:00PM EDT; 5:00PM BST; 6:00PM CET 60 min Cost: Non-member: $99 [wlm_stripe_btn sku=payperpost-3425 button_label="Buy Now" pay_button_label="Buy Now" coupon="1"] Open Circle:  FREE, Join OPEN Circle...(NEW!) Inner Circle: FREE! ($99 a month for all events plus Digital Library 250+ videos)

Designing for context-aware experiences

Context-awareness is the jewel in the UX crown. Why? Because context-sensitive design meets users’ context-of-use needs– as important as ease-of-use. Context dictates whether a design will withstand the stress test of social, emotional, or physical constraints, interruptions, or adjustments the situation requires. Humans work and play in context: Context dictates behavioral choices. Context-awareness is also a skill teams need to acquire, in order to plan and design high-performing user experiences.

What do AI + IoT have in common?

You guessed it: they are context-sensing or dependent on contextual information. Why this matters: Learning key principles for designing context-aware systems is vital. Principles like context recognition, user adaptation, and proactive response guide the design process. IoT devices provide real-time data, while AI enables smart analysis and predictions. When you apply these principles, you can create systems that anticipate user needs and provide timely, relevant interactions. How? By conducting user research to uncover context of use can help apply practical insights for better context-aware design. In this Masterclass, UX Veteran Frank Spillers will delve into the importance of understanding physical, social, emotional, and temporal contexts to create impactful, adaptive designs. By exploring context-aware design principles, you will learn to enhance your experience strategy in AI-augmented products and services

In Designing for context-aware experiences, UX veteran Frank Spillers will help you:

• Understand the concept and importance of context-aware systems.
• Explore different dimensions of context: from fatigue to decision-support.
• Learn key principles for designing context-aware systems.
• Apply context-aware design principles through interactive activities.
• Context as UX requirement: How to capture context and map it to your design, algorithm, or UX strategy
• Building context intelligence in your team.
• Inclusive Design context-sensing: strategies for emerging inclusive technology.

About Monthly MasterClasses:

These monthly meet-ups are topic-driven live events with an informal presentation by Frank Spillers and group activities and discussions. Monthly MasterClasses are included as part of your membership. They allow a deep dive into important UX topics, with insights drawn from process best practices and case studies from Frank’s two decades in the field. Cost: Non-member: $99 [wlm_stripe_btn sku=payperpost-3425 button_label="Buy Now" pay_button_label="Buy Now" coupon="1"] Open Circle:  FREE, Join OPEN Circle...(NEW!) Inner Circle: FREE! ($99 a month for all events plus Digital Library 250+ videos)

Masterclass- Are you strategic or tactical in your UX work? 3421

Are you strategic or tactical in your UX work?

As a designer or researcher, your approach to UX tasks, processes, and deliverables can make or break your organization's UX maturity. Working in isolation or in a silo limits the potential of your UX efforts. Collaboration and communication are crucial. Sharing processes, insights, and findings with your team contributes to a culture of learning and growth. This collective approach ensures that everyone understands the value of UX and contributes to its success. Yes, and: it matters how you influence the UX work that goes on in your organization.

Why UX as a team?

Because it will be done with or without you. Like User Research being conducted by Product Owners, Project Managers, or Developers... Don't like that? Do something about it... Conducting your UX as a team sport can transform your work. I only realized how important this was when I started practicing Service Design. Why this matters: When UX is integrated across your team from top to bottom, it becomes a shared responsibility. Insiders call this the "Apple secret." A collaborative environment encourages continuous feedback, iterative improvements, and a deeper understanding of user needs.

Yea, how you collaborate with UX teams matters (see Masterclass)

Failing to socialize UX processes and insights stunts organizational growth. Teams that don't regularly expose themselves to UX activities miss out on valuable learning opportunities. By involving everyone in the UX process, you create a more informed and user-focused organization. Regular workshops, user testing sessions, and cross-functional meetings help embed UX principles throughout the company, elevating overall UX maturity. Ultimately, a mature UX practice is built on a foundation of teamwork and communication. Designers and researchers who actively involve their colleagues in the UX process contribute to a culture of continuous improvement. This collaborative approach not only enhances the user experience but also drives business success, fostering a more agile and responsive organization.

In "Are you strategic or tactical in your UX work?", UX veteran Frank Spillers will cover:

• How to approach common UX and Service Design deliverables
• Collaborative practices vs Silo death spirals
• What tactical looks like, what strategic looks like
• Manage stakeholders- give 'em hell, give 'em love-- ignore them?
• Practical tips for jump-starting  Team sport UX: managing up and across
• How to operationalize UX maturity- a new case study i've just discovered from my forthcoming book on how to manage UX.

About Monthly MasterClasses:

These monthly meet-ups are topic-driven live events with an informal presentation by Frank Spillers and group activities and discussions. Monthly MasterClasses are included as part of your membership. They allow a deep dive into important UX topics, with insights drawn from process best practices and case studies from Frank’s two decades in the field. Cost: Non-member: $99 [wlm_stripe_btn sku=payperpost-3409 button_label="Buy Now" pay_button_label="Buy Now" coupon="1"] Open Circle:  FREE, Join OPEN Circle...(NEW!) Inner Circle: FREE! ($99 a month for all events plus Digital Library 250+ videos)

Doing UX Research alongside AI workshop- Open 3410 SEPT. 11th 9:00AM PDT; 12:00PM EDT; 5:00 PM GMT (BST); 6:00 PM CET 2 hours Part 1 of 3 (6 hours total) Open Circle: $150 (Get it FREE, Join Inner Circle) [wlm_stripe_btn sku=payperpost-2981 button_label="Buy Now" pay_button_label="Buy Now" coupon="1"] Inner Circle: FREE! ($99 a month for all events plus Digital Library 250+ videos)

Doing UX Research alongside AI workshop

This workshop builds on the Miniclass Rethinking User Research with AI (Free with Open Circle membership). In this workshop, "Doing UX Research alongside AI," we will conduct user research using AI throughout the UX Research (UXR) process. We'll test workflows and tools together in a hands-on format.

Why AI in User Research?

Incorporating AI in UX research can potentially drive research productivity. Experimenting with new tools and methodologies keeps UX researchers (and those wanting to or doing user research) at the forefront of the field, enabling you to explore new possibilities and stay competitive. Embracing AI-assisted tools is crucial for staying relevant.

Figure this out, or somebody else will for you (like your Product team).

This workshop aims to provide practical skills and an understanding of using AI tools to gather and interpret user data. This includes understanding user needs, preferences, and pain points with greater precision. These insights can inform design decisions, leading to more efficient data analysis and stakeholder decision support.

About the workshop

This workshop provides a playground to explore AI-augmented User Research. You learn how AI can enhance user research, from automating data collection to analyzing user behavior patterns. This integration can streamline the research process, making it more efficient and accurate.

Yes, but knowing how and when to bring in AI is critical. In this workshop, we will get hands-on experience with tools. Frank Spillers will facilitate your discovery, helping you fold AI into your research process without losing core UX best practices.

We will discuss the ethical use of AI in user research, expose AI-assisted weaknesses, and identify how to manage AI to avoid mistakes. Overall, the workshop will equip you with a cutting-edge exploration into emerging AI-assisted UX research workflows. The goal is to make you more proficient in blending AI with UX research for better outcomes.

Topics we will cover:

• Current UX Research AI tools: pros and cons
• Playing with tools (hands-on effort)
• Shortcuts with AI: good and bad for UXR
• Governance model for AI-assisted User Research
• Managing stakeholders: "Democratizing User Research with AI"

6 hours total over 3 sessions Cost: $199 (non-member); $150 Open Circle member; Free for UXIC members

About UX Inner Circle Workshops:

These workshops are live events facilitated by Frank Spillers, a leading UX and Service Design consultant and trainer. Workshops involve group activities and discussions, with more hands-on experience in learning the material presented. Online workshops are included as part of your UX Inner Circle membership. They allow a deep study of UX topics, with insights drawn from process best practices and case studies from Frank Spillers two decades in the field. Join the monthly subscription UX Inner Circle to get this free plus 250+ videos of past events.

Why Join?

The UX Inner Circle is a professional learning community with a program of monthly events for UX researchers and designers, managers, and directors practicing UX and Service Design. We are a small group of currently 50 UX and Service Designers, Directors, and Researchers currently 100% working in UX. Attendees come from orgs like Harvard, Google, IBM, Accenture, Deloitte, Capital One, US Bank, healthcare, government, and non-profits. So why join?

• Refine or expand your current skills– push the boundaries of your learning.
• Get advice and guidance: Put a top-performing UX expert (Frank Spillers, CEO of award-winning UX firm Experience Dynamics and top instructor at Interaction Design Foundation) in your pocket. Stay connected with the latest on what Frank is thinking and prioritizing in UX and Service Design.
• Ask other UXIC colleagues anything on a dedicated private Slack channel. Also, collaborate during monthly meet-ups (Masterclasses).
• Get a promotion at work or upgrade your skills, portfolio, or process knowledge. This is the #1 reason folks keep subscribing to the UX Inner Circle.

Doing UX Research alongside AI workshop 3409 SEPT. 11th 9:00AM PDT; 12:00PM EDT; 5:00 PM GMT (BST); 6:00 PM CET 2 hours Part 1 of 3 (6 hours total) Non-member: $199 [wlm_stripe_btn sku=payperpost-2981 button_label="Buy Now" pay_button_label="Buy Now" coupon="1"]

Doing UX Research alongside AI workshop

This workshop builds on the Miniclass Rethinking User Research with AI (Free with Open Circle membership). In this workshop, "Doing UX Research alongside AI," we will conduct user research using AI throughout the UX Research (UXR) process. We'll test workflows and tools together in a hands-on format.

Why AI in User Research?

Incorporating AI in UX research can potentially drive research productivity. Experimenting with new tools and methodologies keeps UX researchers (and those wanting to or doing user research) at the forefront of the field, enabling you to explore new possibilities and stay competitive. Embracing AI-assisted tools is crucial for staying relevant.

Figure this out, or somebody else will for you (like your Product team).

This workshop aims to provide practical skills and an understanding of using AI tools to gather and interpret user data. This includes understanding user needs, preferences, and pain points with greater precision. These insights can inform design decisions, leading to more efficient data analysis and stakeholder decision support.

About the workshop

This workshop provides a playground to explore AI-augmented User Research. You learn how AI can enhance user research, from automating data collection to analyzing user behavior patterns. This integration can streamline the research process, making it more efficient and accurate.

Yes, but knowing how and when to bring in AI is critical. In this workshop, we will get hands-on experience with tools. Frank Spillers will facilitate your discovery, helping you fold AI into your research process without losing core UX best practices.

We will discuss the ethical use of AI in user research, expose AI-assisted weaknesses, and identify how to manage AI to avoid mistakes. Overall, the workshop will equip you with a cutting-edge exploration into emerging AI-assisted UX research workflows. The goal is to make you more proficient in blending AI with UX research for better outcomes.

Topics we will cover:

• Current UX Research AI tools: pros and cons
• Playing with tools (hands-on effort)
• Shortcuts with AI: good and bad for UXR
• Governance model for AI-assisted User Research
• Managing stakeholders: "Democratizing User Research with AI"

6 hours total over 3 sessions Cost: $199 (non-member); $150 Open Circle member; Free for UXIC members

About UX Inner Circle Workshops:

These workshops are live events facilitated by Frank Spillers, a leading UX and Service Design consultant and trainer. Workshops involve group activities and discussions, with more hands-on experience in learning the material presented. Online workshops are included as part of your UX Inner Circle membership. They allow a deep study of UX topics, with insights drawn from process best practices and case studies from Frank Spillers two decades in the field. Join the monthly subscription UX Inner Circle to get this free plus 250+ videos of past events.

Why Join?

The UX Inner Circle is a professional learning community with a program of monthly events for UX researchers and designers, managers, and directors practicing UX and Service Design. We are a small group of currently 50 UX and Service Designers, Directors, and Researchers currently 100% working in UX. Attendees come from orgs like Harvard, Google, IBM, Accenture, Deloitte, Capital One, US Bank, healthcare, government, and non-profits. So why join?

• Refine or expand your current skills– push the boundaries of your learning.
• Get advice and guidance: Put a top-performing UX expert (Frank Spillers, CEO of award-winning UX firm Experience Dynamics and top instructor at Interaction Design Foundation) in your pocket. Stay connected with the latest on what Frank is thinking and prioritizing in UX and Service Design.
• Ask other UXIC colleagues anything on a dedicated private Slack channel. Also, collaborate during monthly meet-ups (Masterclasses).
• Get a promotion at work or upgrade your skills, portfolio, or process knowledge. This is the #1 reason folks keep subscribing to the UX Inner Circle.

Understanding Cross-Cultural Design Cross-cultu...

Creating Service Blueprints workshop- part 2 3306 1 hour See part 1 here...

Creating Service Blueprints workshop- part 2

Service Blueprints are crucial for delivering customer value and streamlining employee and backend systems. They address customer pain points and breakdowns in workflows, touchpoints, rules, policies, and procedures. In this workshop, attendees will learn to shape their Service Design process for a proven holistic approach to creating a Service Blueprint.

Service Blueprints Workshop Highlights:

• Understanding Service Blueprints in Service Design.
• Identifying and addressing customer pain points.
• Analyzing whole-systems: workflows, rules, and procedures.
• Incorporating IT and Operations in Service Design.
• Designing and improving Policies with Policy Design.
• Designing UX for digital or any-channel touchpoints.
• Managing Service Blueprints implementation and longevity.
• Real-life case study with customer data and business problems.

Watch this 2-min Promo Video 

About UX Inner Circle Workshops:

These workshops are live events with an informal presentation by Frank Spillers and group activities and discussions, with a more hands-on experience to learning the material presented. Online workshops are included as part of your UX Inner Circle membership. They allow a deep study of UX topics, with insights drawn from process best practices and case studies from Frank Spillers two decades in the field.

Why Join?

The UX Inner Circle is a professional learning community with a program of monthly events for UX researchers and designers, managers, and directors practicing UX and Service Design. We are a small group of currently 50 UX and Service Designers, Directors, and Researchers currently 100% working in UX. Attendees come from orgs like Harvard, Google, IBM, Accenture, Deloitte, Capital One, US Bank, healthcare, government, and non-profits. So why join?

• Refine or expand your current skills– push the boundaries of your learning.
• Get advice and guidance: Put a top-performing UX expert (Frank Spillers, CEO of award-winning UX firm Experience Dynamics and top instructor at Interaction Design Foundation) in your pocket. Stay connected with the latest on what Frank is thinking and prioritizing in UX and Service Design.
• Ask other UXIC colleagues anything on a dedicated private Slack channel. Also, collaborate during monthly meet-ups (Masterclasses).
• Get a promotion at work or upgrade your skills, portfolio, or process knowledge. This is the #1 reason folks keep subscribing to the UX Inner Circle.

Ready to Join the UXIC?

30- Day Free Trial (billing starts month 2) Membership includes access to ALL monthly event recordings and more (going back 20 years of Frank’s UX career). 150+ recordings.  Monthly live meet-ups (Masterclass topics) and workshops (every other month). Miniclasses (short webinars) and access to longer webinars Frank provides with his UX firm Experience Dynamics. Financial inclusiveness membership: USD$49 per month for Nonprofit-Student- or you live in the Global South/ Emerging Market (.org; .edu) Regular membership: USD$99 Individual per month 20% discount on Annual Price; switch anytime, cancel anytime. Review the Pricing Options ***THIS EVENT IS FREE WITH UX INNER CIRCLE MEMBERSHIP***

Notes from the session…

Leveraging Task Analysis in UX Design 3295 90 min

Leveraging Task Analysis in UX Design Masterclass

Task Analysis is a type of user research that goes deep into how users solve their problems (AKA "perform tasks"). It digs into workflow analysis and is key to making JTBD (Jobs to be done) work for UX teams. Task Analysis is versatile and fundamental to all Interaction Design efforts, applicable across domains, users, and contexts. It's a research technique rooted in UX behavioral science dating back to the 1970s. It's largely been forgotten, but still factors in as a core UX research and design activity.

Why Task Analysis Matters: Tasks are at the heart of how UX designs and measures success.  By meticulously analyzing how and why a user takes steps to complete a task, designers can correctly model and design task-oriented interfaces. Task-oriented designs are the result of translating what users need in order to successfully complete their tasks.

Identifying the right tasks to include in your design

Analyzing tasks takes you into a user's problem-solving. In UX, we like to say "fall in love with the problem", which requires Right Problem Definition. In this Masterclass, Frank Spillers will guide you to discovering how Task Analysis surfaces user tasks, pain points, decisions and issues. We'll go for a deep dive into the role of artifacts- tools evoked by users to improve their task performance. In Leveraging Task Analysis in UX Design we will cover:

• How user research uncovers an understanding of goals, tasks, and sub-tasks
• How artifacts aid and shape the conditions under which tasks occur
• Two Task Analysis Techniques vs Ethnography
• Creating user flows and task models from field data.
• Hands-on exercise: participants conduct a mini-task analysis.
• How to transform task insights into actionable design decisions.

 

Bonus: July 12th 2024: Attend a FREE Q&A with Larry Marine--Frank's old boss, mentor, and one of Human-Centered pioneer Donald Norman's best students. Pick up a copy of the book Disruptive Research by Larry Marine and Debbie Levitt.

What You’ll Learn in Leveraging Task Analysis in UX Design Masterclass:

• The basics and importance of task analysis in UX.
• Techniques for effective task analysis.
• How to translate task insights into design features.
• Best practices for designing inclusive and accessible task-oriented UX.
• Practical application of task analysis through hands-on activities and real-world examples.

About Monthly MasterClasses:

These monthly meet-ups are topic-driven live events with an informal presentation by Frank Spillers and group activities and discussions. Monthly MasterClasses are included as part of your membership. They allow a deep dive into important UX topics, with insights drawn from process best practices and case studies from Frank’s two decades in the field.

60 min Welcome Invite: Larry Marine & Debbi...