LIVE MasterClass: Leveraging Service Design techniques to connect cross-channel customer experience.
3 hours-(group activities, 1:1 access to Frank Spillers)
DATE/TIME: January 29th 2021 at 2:00 PM UTC; 6:30 PM IST; 6:00 AM PST; 9:00 AM EST
Format: Zoom
Agenda:
In this live Zoom MasterClass, Frank Spillers will cover the topic of Service Design. Service Design is a Human-Centered Design approach to: a) Identifying broken systems (eg. customer service/product experiences or interfaces; workflow, processes, and procedures; IT/ Operations systems/data; )…and, b) Improving inefficiency, friction, and wasted opportunities to connect employees or systems more deeply with customer needs and experiences across channels equally.
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).
About Monthly MasterClasses:
These monthly meet-ups are topic-driven live events with an informal presentation by Frank Spillers and group activities and discussion. 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.
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
| Date: | 29 Jan 2021 |
|---|---|
| Time: | 06:00 am PST 09:00 am EST 02:00 pm GMT 03:00 pm CET |
| Check Your Timezone | |
Who You will Learn From
Frank Spillers
Founder - UX Inner Circle
Frank Spillers, MS, founded the UX Inner Circle in 2020 to support senior practitioners facing complex challenges. The community exists to sharpen thinking, increase your confidence, and pressure-test real decisions. It’s built for people doing the work, not just talking about it. Frank founded an award-winning UX and Service Design consultancy (Experience Dynamics) and now leads UX and Service Design at numerous organisations, including the UK Government Digital Service. He has worked with and led teams to deliver hundreds of products and services over several decades. His work spans government, enterprise platforms, nonprofits, and global brands. He brings 25+ years as a senior UX and Service Design leader. His focus areas include Inclusive Design, accessibility, emotion-led design, cross-cultural UX, VR/AR, and UX leadership. His work has directly increased conversion by 88% and revenue by 300% for organizations including Nike, Microsoft, Intel, Capital One, Global Disability Rights Now!, the World Bank, and the City of New York.
