How to Conduct Ethnographic Interviews Masterclass 707 The focus of this Masterclass is on How to Conduct Ethnographic Interviews. User interviews are one of the core methods for gaining an understanding of UX requirements. They lead to an analysis of goals, tasks, pain points, and opportunities. These evidence-based data end up as the driving insights that go into prioritization decisions, personas, and journey maps. But how to make sure you are interviewing without ‘surveying’ or ‘focus grouping’? To be clear surveys and focus groups are market research techniques and are weak, inappropriate, and low on behavioral insight. This is why user interviews are very important to your UX process. Anybody can interview, right?! However, making sure you are getting good data, without bias, assumption or agendas is really critical. In this Masterclass, Frank Spillers will guide you through tried and tested approaches for gaining the most from your time with users, in-person or online. He will share tips he has learned and invented for digging deeper into user interviews to get the most from user encounters. You will learn how to: Gain rapid rapport with users; Detect and identify artifacts and their meaning (physical, mental, social, emotional, and cultural); Handle subject matter expert interviews; Communicate user findings to stakeholders and most importantly how to apply insights from user interviews and behavioral observation to your design.

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Prototyping Product-Service systems MasterClass 671 4 hrs

Agenda:

The focus of this Masterclass is Prototyping. Traditional UX Designers prototype digital experiences with wireframes. However, in a world where "the lines between hardware, software, and services are blurred or are disappearing" (Tim Cook, CEO of Apple), how do we prototype multiple touchpoints across multiple channels? How do we design for product as well as service experience? Note: Most teams actually design service experiences, just not deliberately. Instead, they design experiences in a product-centric way, using UX product-centric toolsets. In this Masterclass, we tackle the problem through a balanced product-service lens, leveraging a systems view. This Masterclass builds on the Leveraging Service Design Masterclass and the Service Blueprints workshops to address the real-world user research, Journey Map and Service Blueprint defined to address the sustainability case study. In this Masterclass, we will cover UX Design prototyping as well as Service Design prototyping skills. Where UX Designers leverage wireframes, Service Designers rely on physical improv-style prototyping of services (think theater). In Product-Service systems, designers need to be able to leverage both approaches simultaneously. This hands-on Masterclass will bring clarity to the product-service prototyping process. We will uncover how evidence-based Interaction Design decisions are made, and how to move a Service Blueprint into the prototyping and testing phase. Together, we will prototype the orchestration needs of a product-service system experience.

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

Service Blueprints workshop- pt 3/3 647 3 hrs Part 1 is here... Part 2 is here...

Service Blueprints workshop

Agenda- part 3:

Building on parst 1 & 2 , Service Blueprints: Steps to creating implementable blueprints, we pick up Service Blueprinting by 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 the 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.

How UX Designers can help solve Sustainability...

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