45 min. Miniclass: Toward Sustainable Interacti...

Conducting holistic UX heuristic evaluations workshop 2149 Part 2: https://vimeo.com/827756041

How to conduct Heuristic Evaluations workshop

First, a heuristic evaluation is a design review conducted by User Experience experts. The point is to detect design issues before a design is released or to improve it if already live. Heuristic means 'rule of thumb', which indicates what might be a problem to be verified with user testing (and observation). This workshop focuses on how to conduct heuristic evaluations with a 21st-century reality check.

What does a holistic heuristic evaluation mean?

Next, heuristic evaluations for Websites almost always reference the early pre-Web heuristics developed in 1990 by Jakob Nielsen and Ralph Molich (referred to as Nielsen's heuristics). While these are a good starting point, there are more heuristic sets you ought to know about and leverage. Nielsen's are a starting point, and there are more sets we will work with during this workshop.

So what's holistic about this workshop?

In addition to the fact that there are many more heuristic checklists you should be aware of and use in your expert reviews,  there is an urgent need to bring these UX heuristics into the 21st century. Specifically, we need more emphasis on context of use, harm reduction, and sustainability. In this workshop, we will evaluate designs using 'holisitic' heuristics refined for Websites, Web applications, mobile, and Augmented Reality as well as Omnichannel experiences.

Topics we will cover:

• How to conduct Heuristic Evaluations- by the book (research-based), hint: most people don't follow the actual guidelines.
• How to document and communicate heuristic findings without being a jerk
• Pitfalls of Heuristic Evaluations and how to correct them
• Using a super-checklist of heuristics that is more inclusive of all known rules of thumb
• Evaluating for current business problems (Inclusive Design, Accessibility, Sustainability)

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:

Not a member? $100 Members: FREE…join the UX Inner Circle to get this and enjoy access to $10,385 worth of value- recording trainings from 20 years of Frank Spillers’ work.

Buy this How to conduct Heuristic Evaluations workshop and get it live + the recording for only $100** USD: [wlm_stripe_btn sku=payperpost-2141 button_label="Buy Now" pay_button_label="Buy Now" coupon="1"]

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 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 anything to other UXIC colleagues 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***

Sustainable Interaction Design Masterclass 2141 2 hours Download the Donut-centered Design Toolkit

Why Sustainable UX Design?

Sustainability UX represents the efforts of the UX community to address climate emergency challenges. As more attention is given to the topic (see Grandfather of Human-Centered Design, Don Norman's latest definition, Humanity-Centered Design), designers and researchers need refreshed practices to tackle new interaction design challenges. Sustainable Interaction Design (SID) brings together tools, checklists, and mindsets for prioritizing sustainability in your work. However, a planet-centric design approach that emphasizes radical approaches to addressing renewability and regenerative methods must also put people at the center. In this way, it is better to think of this approach as what Chris Golias, Sr. User Researcher at Google calls "Donut-centered design". The "donut economics" model advocated by Kate Raworth stresses the need to keep social systems (communities, individuals), the inner ring of the donut, in balance while simultaneously addressing planetary capacity and infrastructure (the outer ring of the donut).

How can we start practicing Donut-Centered Design?

To deal with the complexity of problems facing the planet and communities living in the balance, we need fresh approaches to design. 'Donut-centered' techniques like Circular Design or Sustainable Interaction Design combine tools, checklists, and mindsets that help structure the practical adoption of these methods to Business as Usual UX design.

In this Masterclass, we will apply a Sustainable UX Toolkit to multiple scenarios that require radical design thinking. We will see where sustainable interaction design can provide fresh ways to frame and approach design challenges.  In this way, participants will come away with a working framework and application of sustainability UX that can be built into existing process going forward.

Topics this Sustainable UX masterclass will cover:

• What is Sustainable Interaction Design?
• How can we leverage realistic and practical strategies and tactics in our designs?
• Stakeholder tips: What to tell your team (i.e. sustainability is not a solo cause of a concerned designer)
• How can we bring UX and Service Design mindsets and approaches to building sustainability into value propositions as a default?
• Scenario activity- applying the Sustainable Interaction Design Toolkit to practical challenges

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:

Not a member? $100 Members: FREE…join the UX Inner Circle to get this and enjoy access to $10,385 worth of value- recording trainings from 20 years of Frank Spillers’ work.

Buy this Emotion Design Masterclass and get it live + the recording for only $100** USD: [wlm_stripe_btn sku=payperpost-2123 button_label="Buy Now" pay_button_label="Buy Now" coupon="1"]

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 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 anything to other UXIC colleagues 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***

Miniclass: Infiltrating Product Design with Ser...

Story prototyping the Metaverse workshop Part 2 2096 3 hrs 21 min 3 hours (Part 2 of 2) total 6 hrs View part 1 here... Download the Immersive 3D UI Toolkit here 

Agenda

Here's the bottom line on the metaverse: Your metaverse experiences won't make a lasting impact if they are not emotionally compelling and engaging. The secret to doing this by using storytelling. In this two part workshop, 3D UX veteran Frank Spillers will teach you how to prototype for immersive experiences. Storytelling skills are critical for UX design in 3D. This applies to all immersive media and audiences: AR as well as VR, and to B2B as well as B2C. Immersive media offers an evolutionary shift building on our love of stories in traditional media (movies and books). Traditional storytelling exists in a third-person "UI". You can't see through your own eyes (unless that rare storyteller is so skilled they get you to totally imagine being there). Instead, immersive first-person storytelling, according to research, changes how we experience information. Story activates the potential to change perspectives and our experience with the immersive content. Story is also how we activate our user's imaginations which this spatial (3D) technology. This workshop teaches you how to design using storytelling as your UI medium. The focus is on prototyping with storytelling or "story-prototyping" in order to maximize the potential of immersive technology and content and to give users a great experience. By great experience, we mean one worth their time, one they will tell friends about, and one that changes them for that moment or forever. One of the premises of this workshop is: if your metaverse content is going to be relevant, it has to be emotionally compelling and engaging. If you want to learn how to design for AR or VR, take this workshop. Frank Spillers is one of the few instructors on the planet teaching intermediate to advanced UX design for immersive 3D. He has been working on this topic for 25 years and teaching it in workshops and online with the Interaction Design Foundation to over 30,000 students for the past six years. Story prototyping the Metaverse workshop Part 2 will cover:

• Metaverse beyond the hype: immersive experience design guidelines
• The immersive 3D interface toolkit: supporting spatial cognition
• The story arc and emotional engagement in VR vs. AR
• Constructing an “immersive story prototype” for VR/AR experiences.
• Social VR: designing for inclusion, safety, and emotion

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.

Miniclass- Beyond Translation: Getting cross-cultural design right 2091 1 hr 14min

Getting your focus right for Localization UX

Agenda:

If you ship your software, product, or service to markets outside your country, you probably do translation (or outsource it). You probably think you have localization covered. You're probably 50% right in your approach. The opportunities for reaching the Next Billion users are vast, but what stands between your company and that opportunity is not language translation. Instead, it is the ability to offer an experience that is culturally sensitive that makes the difference to global user adoption. Users in local markets will struggle to adopt your product if it does not feel right, feel local, or feel understanding of their cultural needs.  Therefore, a UX localization strategy is crucial. The Lunar New Year celebrated throughout Asia, aka Chinese New Year, is always a good reminder of cross-cultural design. Chinese exchange red envelopes or 'hongbao' with money for good luck. The most popular app in China, WeChat, attributed its rapid growth and adoption to the use of the red envelope metaphor (a virtual red envelope acts as the confirmation of money sent/received). That's a very real example of cultural fit and a reminder of why so many American companies have failed to compete against local solutions in China and India, the two largest populations in the world.

Cross-cultural UX design starts at home

Cross-cultural design is about crossing borders. The first border is your company culture (how you think they do things) vs your users' culture (how they actually do things). This is why user contact is vital in healthy UX efforts. Next, we cross the regional borders to learn that people in the South, North, East, or West think, speak and act a little differently. Here we can look at who we missed out, and which user groups or communities we have left out. This makes Inclusive Design critical to your cross-cultural design competency. Finally, we cross the national borders to explore other user groups in their locales, with the dynamics of national, regional, and local user culture all at play. In this Miniclass, short 30-minute webinar, we will cover distinctions in localization that bring access, digital literacy, cultural norms, inclusion, and cross-cultural user advocacy into focus. Based on his 20 yrs experience with global UX projects, Frank will make the case for the need for a UX-led approach to localization that reframes the goal of translation into one of cultural fit. Topics we will cover in Beyond Translation: Getting cross-cultural design right:

1. How to do Cross-cultural design "Beyond Translation"
2. Examples of cultural sensitivity of culturability in localization UX
3. Managing localization projects (and vendors) with a UX-led approach to culture
4. Q&A

About Miniclasses:

A brief, but deep-dive into a topic, led by Frank Spillers. The sessions provide an orientation to key points on a topic. The sessions are FREE to members of the UX Inner Circle.

Designing for trust, privacy and security in UX...

How CX and UX work together Miniclass

Problem Space discovery in Agile Masterclass 1678 2 hours 44 min

• Not a member?  Buy this Problem Space Discovery course and get it live + the recording for only $100** USD: [wlm_stripe_btn sku=payperpost-1678 button_label="Buy Now" pay_button_label="Buy Now" coupon="1"]
• Free for UX Inner Circle Members--Join now, cancel anytime

Agenda- Problem Space discovery in Agile Masterclass

One of the biggest contributions UX makes to product management efforts is problem framing or how to frame the right problem for users and the business. Many stakeholders mistake asking UX designers to create mock-ups or visuals before vetting business requirements or ideas past the "evidence filter" of user behavior (field study research).  By starting with solutions, we give them credibility and power that they should not have until they are: either tested with users, or based on user constraints and opportunities found in their current problem-solving behaviors and expectations. Instead, we must 'deep dive' into a better understanding of the user's 'problem space' and remove unknowns, ambiguities, biases, and risks.

Understanding the problem space leads to better Agile UX

Poorly understanding the "problem space" means you are guessing or relying on your internal assumptions, hunches, and brainstorms. Or worse, basing decisions on the wrong kind of research (yeah, focus groups and surveys). UX as a field de-risks this very dangerous approach which relies on trusting yourself or internal decision-making unbalanced with a view from the user's world. Problem spaces are rich with context to understand how your features or design proposals will meet actual user needs, with the highest degree of emotional value (differentiation) delivered to users. Regularly mapping the problem space helps you build context intelligence within your team. Products and services that perform start with an understanding of context of use (where, when, how, and why) of how your features, functionality, or service will be used. Framing the problem informed by context is the starting point to ROI-based UX.

What we'll cover- problem framing, how to run a problem space discovery workshop and more!

In this Masterclass, we will cover problem space discovery in an Agile context including how to create more accurate MVP's on an ongoing basis. We will start with problem framing and learn to create problem statements. In this Masterclass, you will also learn how to run a Problem Space Discovery workshop to help guide your organization toward smarter product decision-making. Topics we will cover in this Masterclass:

• Framing the ‘right problem’ in UX
• Making the business case for Problem space discovery
• Strategies for managing your stakeholders who jump to solutions without discovery
• Identify bias in framing and product decision-making
• Introducing Qualitative Research to teams new to UX Research
• Doing the right kind of research to identify 'right problems' and understand problem spaces
• How to craft compelling Problem Statements
• Getting Agile teams to practice with problem-informed MVP
• 'Continuous Discovery' hacks for Agile
• How to run a Problem Space Discovery workshop

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.

Understanding the role of intangible value in S...

Interface consistency- the case for and against...

Workshop- Designing Your Life: Avoid burnout and bring calm to your day (for designers and managers) 1110 3 hours

Agenda: Designing your life

"60% of managers saying the pandemic has hurt their mental health and 40% saying they are now prioritizing their mental health over their career" (LinkedIn news 9 March 2022).

This workshop follows the mantra from TED founder Richard Saul Wurman who once said, ‘Designing your life is the most difficult problem of them all’.

Today, you need to be totally resilient and adaptable, while staying creative. Yet the world we live in throws up obstacles including daily challenges to our attention and stress. Managers and designers who work cross-functionally can feel it most. Even success can be a challenge to remaining fresh and open to new information and ideas.

As UX Designers know, good journeys don’t just happen, they are meticulously designed and tested before confidence is felt. This workshop will show you how to apply User Experience and Service Design processes, mindsets, and tools to your life at work and in today’s work-at-home mode. The research-based tools and techniques you will learn have been tried and tested by Frank Spillers, founder of leading UX firm Experience Dynamics, and come from his personal experience.

Agenda:

• Assessing your life design destination (the heuristic evaluation of where you are).
• Defining your life journey map (3 essential journeys you need to map).
• Designing a new control panel of the mind (a new UI for motivation and more).
• Strategies for resilience and momentum (quick meditation and more).
• Dealing with distractions and guarding your focus.

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.

Journey Mapping workshop: Creating journey maps...

Masterclass- Getting the details of usability testing right 1092 2 hr 17 min Usability testing is an essential part of steering designs in the right direction or in quantifying their efficacy with your intended audience. Getting quality insights and data is vital. User testing is not market research and should be conducted with best-practice methods. This Masterclass will cover the ins and outs of setting up and moderating user tests including how to get the best from the technique by following proven practices.  In this Masterclass you will learn how to set up and conduct a usability test, including the following topics:

• Set up and conduct a usability test: When to test? What to test?
• What type of usability test and why (Formative vs Summative; low-fi vs high-fi and more).
• Better Recruiting- no more “down the hallway testing” please.
• Sample size: when the 5-user size sample fails.
• Tips for engaging stakeholders.
• Creating a bias-informed test plan.
• Moderation insider tips and secrets of good moderation (verbal, non-verbal, listening, and observation skills).

 

Masterclass- Getting the details of usability testing right 1088 JUNE 22nd 7:00AM PDT; 10:00AM EDT; 3:00 PM BST; 7:30 PM IST 2.5 hours -(group activities, 1:1 access to Frank Spillers)  Free with Inner Circle membership

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Usability testing is an essential part of steering designs in the right direction or in quantifying their efficacy with your intended audience. Getting quality insights and data is vital. User testing is not market research and should be conducted with best-practice methods. This Masterclass will cover the ins and outs of setting up, and moderating user tests including how to get the best from the technique by following proven practices.  In this Masterclass you will learn how to set up and conduct a usability test, including the following topics:

• Set up and conduct a usability test: When to test? What to test?
• What type of usability test and why (Formative vs Summative; low-fi vs high-fi and more).
• Better Recruiting- no more “down the hallway testing” please.
• Sample size: when 5 users fails.
• Tips for engaging stakeholders.
• Creating a bias-informed test plan.
• Moderation insider tips and secrets of good moderation (verbal, non-verbal, listening and observation skills).

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:

VALUE of $100…join the UX Inner Circle to get this and enjoy access to $10,385 worth of value- recording trainings from 20 years of Frank Spillers’s work. Try it for 30-days free…

FREE FOR INNER CIRCLE MEMBERS

Want to access the MasterClass? Join now starting at USD $49 Nonprofit-Student-Emerging Market/ $99 Individual/$349 Team of 4. Try it for 30-days free…

Masterclass: Journey Mapping as a Team Sport 1080 3 hrs Journey mapping is an important deliverable in your UX process that documents how customers interact across channels, and across time. However, it is more than a document. How you use Journey Mapping depends on how much ROI you want to gain from this deliverable. In reality, organizations that take a tactical view of journey mapping fail to engage key stakeholders, which slows down the implementation and measurement of journey mapping efforts. In short, ideas and recommendations are not given the justice they deserve– or that you want them to have. Journey mapping can be used tactically– by a UX designer or team, or it can be used strategically, bringing key stakeholders into workshops that surface insights, cross-pollinate key information and provide authority to decisions made about the customer, channel, or business strategy changes. This is the beauty of journey mapping as a team sport. This Journey Mapping Masterclass dives into how to run a Journey Mapping workshop. It will show how taking a stakeholder-centric approach to journey mapping can improve organizational value around UX and thereby boost your UX maturity. We will discuss measurement and implementation as well as clarification of roles in the Journey Mapping process.

Masterclass- Touchpoint mapping and cross-channel UX 1052 3 hrs 22 min Products and service systems (think mobile app orders food delivery) rely on touchpoints. Touchpoints are value-rich exchanges between customers and your business. Common examples of touchpoints include information, help, advice, or consultation. Touchpoints occur when and where the customer wants them to occur. User behavior is “choose your own channel” (omnichannel) by default. It is for this reason that touchpoints need to be observed, optimized, and made consistently available across channels. Channels are not touchpoints. Channels are just how a customer approaches your company (mobile, Chat, Web, call center, etc). Omnichannel interactions have become the default, whether your company is noticing or not. And there’s the rub. Without a full inventory of customer interactions (via touchpoints) and an understanding of these touchpoints over time (a Customer Journey), you can be wasting money. For example, a mobile app that does not offer the same form hints as the Web version (because hover is not supported on mobile and designers used hover) caused users to enter the wrong information. This serious error required a call to the call center call (expensive to the company). Had the two digital channels in this example offered consistent hints to users, errors would have been prevented. In this Masterclass we zoom into touchpoint mapping, an inventorying technique to uncover breaks in customer touchpoints. We will unpack actual customer data touchpoints and develop recommendations for optimizing touchpoints unique to that channel. This will offer attendees a mini-workshop experience or “learning by doing”.

Masterclass: Managing UX process deliverables 1049 3 hrs

Agenda:

UX process clarity and consistency can strengthen your UX design efforts. Design systems sit at the heart of operationalizing design efficiencies in teams (aka DesignOps). However, UX teams need strategies and tools to manage the deliverables and processes wrapped around those UX activities/ deliverables. Furthermore, these UX deliverables in today’s reality require agility (Agile or Lean UX) and stakeholder engagement (or “UX as a Team Sport”). In this Masterclass, we will discuss the practical side of managing actual UX deliverables including:

• Persona management- How to update, store, share and socialize personas (across global teams).
• Journey Mapping management- How to create, engage stakeholders, store, and socialize journey maps (across global teams).
• Service Blueprint management- How to build, update, reference, and keep service blueprints alive from creation to service roll-out.
• Design systems- How to establish a Design Language and a system for re-usable UI guidance and components.
• Content systems- How to bring UX Writing or copy creation into your design system.
• Accessibility patterns- How to ensure best practices in WCAG 2x/3.0 are easily reproduced, tested, and referenced for your design widgets.
• Inclusive Design patterns- In addition to accessibility, how to assetize inclusive design content, patterns, and practices.

Why manage UX process deliverables? Business environments across organizational ecosystems (remote teams, vendors, partners, 3rd parties etc) require functional and useful access to UX deliverables. Furthermore, UX plays such a high-value role in the design and development of software today. It provides the decision-making compass for teams to move in directions that improve product/service success, by lowering risks to users and the business. This Masterclass will give you recommendations for managing your UX deliverables. The goal of which is fast, efficient, reusable, portable, and cost-effective ways to socialize and manage user data, workshops, insights, changing decisions, compliance, and more.  

Artifacts, power tools for better User Research...

Masterclass: Organizational Design- Building a UX Center of Excellence 1036 No matter where you are in the UX org chart, organizational design has always got to be on your radar. Why? Because UX in many organizations has been traditionally misunderstood, misrepresented, manipulated, or marginalized. Many UX professionals don’t actually get to do the full complement of what they should be doing. This is a serious ROI issue for organizations that do not have a strategic view of managing UX excellence. Building a UX Center of Excellence requires a clear definition of how value is created and shared with customers and stakeholders. It requires strategic intervention as well as tactical processes and procedures. Growing UX as a discipline requires nurturing buy-in, and participation from grassroots stakeholders (eg developers) all the way up to management. In this Masterclass, we will build on the UX process case studies–UX management in action Masterclass by mapping out boundaries and pillars that need to be redrawn, removed, or created. Ultimately, organizational excellence in UX efforts comes down to team collaboration, decision-making, and the holy grail–process repeatability. In this Masterclass, Frank will cover tips and techniques for ‘redesigning’ your organization based on what he has learned first-hand from helping dozens of organizations build UX groups. In addition, Frank will share research he conducted for his upcoming book on UX management (and the best-known methods of UX Directors and Managers worldwide). Topics to be covered in this Masterclass:

• How to manage UX deliverables for ‘UX as a Team Sport’ vs the ‘everyone doing UX’ dilemma.
• Noticing your organization’s actual vs perceived UX maturity, and how to bootstrap for growth.
• Operationalizing UX excellence- tips and tactics for moving your org forward.
• Developing a business case for UX Management and growth.
• Understanding how to confront organizational ‘force fields’.
• A checklist for what helps establish a Center of UX Excellence.
• Getting it right: confronting UX Theater, Baby Step Syndrome, and other threats to UX excellence.