Conversational pivots with Level of Zoom
February 27th 8:00AM PST; 11:00AM EST; 4:00 PM GMT; 8:30 PM IST
30 minutes (brief overview, brief activity, Q&A)
Agenda:
Service design operates across stages, channels and touchpoints. To do it well you need to be able to zoom in and out of details and across journeys. With multiple levels of zoom, you can consider both the macro and micro aspects of a service. These levels of abstraction– from big picture to tiny details– help frame how you research or design for an experience.
Yes, But: The point isn’t to simply zoom in or out, but to help contextualise conversations with the appropriate level of zoom for the conversation. Much of service design and UX design is about solving the right problem in the right way- appropriate for user, business and technology constraints. Level of zoom (LoZ) offers a tool for seeing user needs in the right way. Managing stakeholders with tactics like level of zoom can be powerful.
In this Miniclass, Frank Spillers will help you understand how to use level of zoom to get stakeholders to appreciate holistic or detailed perspectives.
Topics we will cover in the Miniclass:
- Introducing the Level of zoom (LoZ) technique
- Pivoting conversations with LoZ
- Conversational pivots by stakeholder role (engineer, Product, Sr Manager etc)
- Q&A
Cost:
FREE with Open Circle membership (no cost to join, wow amazing)
VALUE of $35…join the UX Inner Circle to get this and enjoy access to $14,385 worth of value- recording trainings from 25 years of Frank Spillers’s work.
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. Also see: What kind of people join the UXIC?
| Date: | 27 Feb 2025 |
|---|---|
| Time: | 09:00 am PST 12:00 pm EST 05:00 pm GMT 06:00 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.
