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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.

UX Writing workshop- part 1/3 1069 This workshop builds on UX Writing- Increasing conversion rates with emotional impact (Masterclass) See Part 2

Agenda:

Without key content, UX is lost. UX Writing brings strategic and contextually relevant content that supports and enables key UX and Interaction Design goals. Content is the most important and cheapest ‘interface’ to fix. However taking a systemic approach to staffing the role, and creating a collaborative space with the Design, Research, and Engineering team is vital. In this workshop, with Sr. UX Writer Katrin Sutterlin (wefox) and Frank Spillers (Experience Dynamics) we will learn how to tackle key UX Writing challenges including how to craft content for neurodiverse audiences for maximum accessibility. Topics we will cover: Part 1 topics covered:

• Designing and prioritising content with Content First
• Researching your users pain points (desirability and task support)
• Conceptual models and UX writing
• Auditing your UX Writing
• Tone vs Voice: Making a Tone Map

Part 2 topics covered: with guest Katrin Sutterlin, Sr. UX Writer at wefox (Germany)

• Intro to neurodiversity
• Designing for people on the neurodiversity sepctrum
• UX vs neurodiversity
• Layouts and writing for Neurodiverse audiences

Part 3 topics covered:

• How to craft high-conversion microcopy
• Wireframing and UX writing
• How best to approach content design (including updates to existing content vs new projects)
• Creating a Content UX strategy
• Evaluating & testing copywriting: tools and techniques
• Localization and content considerations
• Managing a UX writing team: business case, hiring, and working with UX research & design process

UX Writing workshop 1053 APRIL 28th 8:00AM PST; 11:00AM EST; 4:00 PM GMT; 8:30 PM IST 3 hrs This workshop builds on UX Writing- Increasing conversion rates with emotional impact (Masterclass)

Agenda:

• Understanding the role of a UX Writer and UX Writing
• How best to approach content design (including updates to existing content vs new projects)
• Creating a content UX strategy
• How to craft high-conversion microcopy
• Evaluating & testing copywriting: tools and techniques
• Building a Content system (Voice & Tone Style guide)
• Testing and measuring effectiveness of content and copy
• Managing a UX writing team: business case, hiring and working with UX research & design process

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.

Cost:

VALUE of $399…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.

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 ***FREE WITH UX INNER CIRCLE MEMBERSHIP** Pricing Options ($49, $99 or $349 per month) 30- Day Free Trial

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.  

Agile Squads and UX- Interview with Nikos Vasil...

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.

UX process case studies: UX management in action (2 of 2) 1030 1 hr See part 1 here

Agenda It does not matter what you design, or even how you design it, if you do not have stakeholders on board and organizational buy-in, your UX can suffer. UX process sculpting is the ‘holy grail’ of UX management. Re-working how your UX comes together, by whom, and when certain activities and decisions are taken is critical to success. In this Masterclass, we will review best practices in UX process and UX maturity. We will hear from three UX Inner Circle members (a non-profit and two banks) who will present their current efforts to impact organizational transformation. Topics to be covered in this Masterclass:

• Determining UX maturity- what works and what doesn’t
• What’s missing from your UX process
• Guerrilla tactics for getting organizations to embrace UX process
• UX process mapping and process redesign
• UX process case studies
• Troubleshooting your UX process including for Service Design and Inclusive Design efforts

Miniclass: Designing Context-aware experiences

Insight Sprints part 2/2 1026 2 hrs Links to User research Data  Link to Miro Board This workshop builds on the ‘This is Ethnography Doing’ workshop. Insight Sprints are a new method proposed by Etienne Fang (Principal Researcher at Amazon). The Insight Sprint builds on the Design Sprint method of socializing the design process in your organization and making informed decisions fast. This workshop focus on the Insight Sprint method applied to real data captured in our previous workshop: This is Ethnography Doing. Socializing user research and giving teams a first-hand view of evidence from the field study is key. For example, exploring user pain points and context of use can inform better design decisions. Better still, product and service teams that are engaged in UX Research spot more opportunities and are better capable of responding to them. The result? Longer-term views of customer value and exchange of value between your company and customers. Moreover, teams that leverage user research insights tend to be more Outside-In design-driven. The Insights Sprint is a practical tool to get teams to use and value customer behavior data. This workshop will map out a practical Insight Sprint approach for conducting workshops with your stakeholders that can be used in parallel to the Design Sprint method developed at Google. Note: This workshop will be split into smaller working sessions.