Service Blueprints workshop 2/3 643

3 hours

Part 1 is here... Part 3 is here...

Service Blueprints workshop

Agenda- part 2:

Building on part 1, Service Blueprints: Steps to creating implementable blueprints, we pick up Service Blueprinting with building out our Sustainability UX 'Energy Saving' Journey touchpoint inventory that will lead to the Service Blueprint activity. Service Blueprints bring together the "plan" of how your organization intends to deliver the value proposition for the customer or to streamline value co-creation in 'backstage' (backend) systems.  Service Blueprints build on an understanding of customer pain points and where the breakdowns exist from a whole-systems perspective. This can involve workflow, rules, processes, and procedures; systems (IT/ Operations), and UX designs for digital touchpoints. The focus of this workshop is not just the Service Blueprint, but on effectively understanding how to shape your Service Design process for improved effectiveness. Having an implementable Service Blueprint is critical. Frank will guide you through steps for creating an implementable blueprint. By attending this workshop, you will be able to create a Service Blueprint by using a real-life case study, with real customer data and a business problem to solve.

 

Remote UX- How to move Design & Research online

Improving how you Collaborate with UX Teams- Masterclass 620 3 hr 22 min Many teams that work with UX people silently struggle with two key issues: Deeply understanding UX roles and knowing how to best work with UX people. Understanding the role and 'Jobs to be Done' of UX teams is a big issue on its own. Knowing how to best work with a UX Designer, UX Researcher, UX Writer or UX Director is entirely another matter. The reality is most teams do not know how to correctly work with UX roles, activities, and processes. No UX Designer, Service Designer, or Researcher is immune to organizational misfiring and overstepping. In this MasterClass we will uncover patterns of dysfunction and address remedies for fixing broken team collaboration. UX by nature is collaborative: we work with users to bring their voices to the decision-making process. At the same time, UX often has to fight to be seen, to be permitted to act, or simply to work in tandem with Product, Development, or Marketing teams. This is toxic and needs to change in your organization if you are going to have a high-performing UX team. Being clear about where, when, and what UX people really do, followed by tactical ways to collaborate with them will get you more results for your cross-functional team effectiveness. At the heart of UX collaboration is leadership, strategy, and organizational UX maturity. In this MasterClass Frank will unpack UX leadership from Visual Design to Lean UX to Service Design touching on common traps and sharing strategies you can apply to your daily and weekly team work methods and interactions.

Service Blueprints workshop part 1/3 577 3 hr 15 min Part 2 is here... Part 3 is here...

Service Blueprints workshop

Agenda- part 1:

Building on the MasterClass ‘Leveraging Service Design to repair broken journeys’, we zoom into the Service Blueprint, the most popular process and step in the Service Design toolkit. Service Blueprints bring together the “plan” of how your organization intends to deliver the value proposition for the customer or to streamline value co-creation in ‘backstage’ (backend) systems.  Service Blueprints build on an understanding of customer pain points and where the breakdowns exist from a whole-systems perspective. This can involve workflow, rules, processes, and procedures; systems (IT/ Operations), and UX designs for digital touchpoints. The focus of this workshop is not just the Service Blueprint, but on effectively understanding how to shape your Service Design process for improved effectiveness. Having an implementable Service Blueprint is critical. Frank will guide you through steps for creating an implementable blueprint. By attending this workshop, you will be able to create a Service Blueprint by using a real-life case study, with real customer data and a business problem to solve

Interview with Neil O'Connell- UX Director at M...

Getting Journey Mapping & Personas right 548 3 hrs. 30 min. LINK TO NOTES...(PDF)

Core to UX research and UX design is understanding who you are designing for and why you are supporting them. In this live Zoom MasterClass, Frank Spillers will cover the topic of Journey Mapping and Personas: “Getting Journey Mapping & Personas right- tested tips and techniques on how to better design and deliver these vital deliverables”. Journey Maps and Personas sit underneath all product and service UX design. How you create them and how you use them determines your success levels with evidence-based UX decisions.

Customer Journey Mapping and Personas are a regular technique but they are sadly misused or misplaced by all too many UX practitioners. User data or evidence from the field is vital to good design decision-making, and to building organizational momentum around Outside-In Design. Good personas and journey maps can help to dismantle the culture of assumption that goes into most product and service design process. Frank will share many examples where personas were rejected, accepted and where they transformed organizational UX maturity and momentum.

In this MasterClass, we will get to the bottom of tried and tested techniques for developing Journey Maps and Personas. Frank will discuss essential lessons from dozens of projects and over a decade of learning how to get these techniques right. He will cover Lean UX research methods for “light and fast” online User Research including how to capture, analyze and synthesize user insights and user data to make the right choices for users.

Mastering User Research

Interview with Mohammed Sear- Global Client Ser...

Getting Better Results with UX: A UX Management...

Getting Journey Maps and Personas right- promo

Leveraging Service Design MasterClass- Recording 521 3 hrs 20 min In this monthly meet-up of the UX Inner Circle, Frank will show you how Service Design can go where UX on its own can not. We will contrast UX to Service Design techniques and then review typically broken service journeys with an emphasis on Homelessness, COVID retail experiences, Healthcare and Government-related experiences, and service responsiveness. Frank will guide you through Service Design approaches to repairing broken journeys and reconnecting omnichannel value across stakeholders and services (Touchpoints, Moments, and Interactions).

How (and When) To Run A Design Sprint- John Zer...