Dive into UX design topic based on our years of award-winning UX consulting from Experience Dynamics, Founder and Chief Experience Officer, Frank Spillers.

A piece of our mind / our blog

Context Intelligence is the key to amplifying your UX team smarts

By Frank Spillers

on February 7, 2022 - 9:17am
three people of color wait in a doctor's office for an appointment

Summary: Developing a depth of understanding of how users will interact with your product or service, specifically under which conditions of use and surrounding constraints, is vital to quality UX. Further to context of use is the ability to build this team skill called "contextual intelligence" continuously. The more a team factors for context of use, the more design decisions can benefit, leading to context-aware designs that respond and shape better user experiences. 

Stop wasting money chasing channels, start optimizing your touchpoints first

By Frank Spillers

on January 4, 2022 - 11:53am
Brown skinned Sales rep having a discussion with white couple shopping while leaning on the table with a catalog in the store

Summary: Customer service, customer experience, and user experience efforts come together around touchpoints. Touchpoints are significant interactions between customers and companies, occurring across channels. Figuring out where your journeys break down and how to better improve the interactions that occur there is a big deal for UX ROI. 

What is the significance of a touchpoint?

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. Likewise, 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.

WEBINAR: UX Writing- Increasing conversion rates with emotional impact (Masterclass)

By Frank Spillers

on September 3, 2021 - 9:19am
Ux writing cover slide man holding phone with edited text

UX Writing- Increasing conversion rates with emotional impact (Masterclass)

  • September 10th 8:00AM PST; 11:00AM EST; 4:00 PM UTC (GMT); 8:30 PM IST
  • 3 hrs (Zoom online)
  • Live with Frank Spillers

UX Writing is critical to creating a good experience. At its core, UX writing relies on the strategic use of words in alignment with UX goals. For example, good copywriting helps facilitate three important goals: 1) quick scanning, 2) reading and comprehending, and 3) taking action. Taking action relates to usability & accessibility and, of course, to conversion rates. In this Masterclass, we will prioritize how you can leverage emotional impact for improved customer conversion rates.

Configuration Hell- The Case for the Plug and Play User Experience

By Frank Spillers

on July 29, 2021 - 6:31am
A brown man with glasses interacts with his mobile phone

Summary: Users are not usually successful at configuring software, websites or devices and the configuration experience can be a major source of frustration. Instead, we need to move toward a world where everything is auto-configured and user experiences are "plug and play".

You know the drill: You download or install a new piece of software or open a new piece of technology (e.g. mobile phone, laptop, VR system) and you have to "configure it" to get something to work or work the way you want it to...

Defining Configuration

I refer to configuration in its broadest sense: A user must perform some advanced action in order to get some desired result from software, a website or a product experience. Typically the term configuration means to adjust or change settings- hiding, activating or altering useful features and system behaviors.

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