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.
- 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.
3 hours-(group activities, 1:1 access to Frank Spillers)
June 25th, 2021, at 4:00 PM UTC; 8:30 PM IST; 8:00 AM PDT; 11:00 AM EDT
Inclusive Design celebrates universal access by deliberately adjusting and adapting to the needs of underrepresented communities and users. However, to do inclusion right, it needs to be default in your design and development process. It needs to be automatic and not a sideline effort or something the DEI (Diversity, Equity, Inclusion) team handles or champions.
In this workshop, Frank Spillers will cover the following topics:
Summary: Prototyping intangible experiences involving services or product-service systems requires the use of Physical Mockups, Improvisation (improv), and role-playing. Also called experience prototyping or service prototyping, getting physical with your prototype scenarios lets you see gaps, breakpoints, and emotions.
Prototyping is the art of creating a quick-and-dirty mock-up of a proposed design direction. We previously captured 50 reasons why prototyping saves you time, concentrated on wireframes, but what about intangible experiences?
Inclusive Design webinar- FREE
Inclusive Design: How to bake inclusion into your process and experience
1 hr 15 min JUNE 3rd 2021 at 8:00AM PST; 11:00AM EST; 4:00 PM UTC; 8:30 PM IST
GET A RECORDING OF THIS WEBINAR INSTEAD (add your details to this list)
1. The business case for Inclusive Design
2. Why Inclusive Design? What exclusion looks like
3. How to bake Inclusive Design into product & service design and delivery
4. Q & A
Summary: Inclusive Design is the process of ensuring representation in your design, your team, and your design and development process. Inclusion is core to User Experience (UX) efforts. UX professionals are uniquely positioned to help drive inclusion in design teams, projects and processes.
User Advocacy is a core skill
First of all, UX Design (UXD) and UX Research (UXR) are rooted in user advocacy. In fact, UX could be termed “UXA” (user experience advocacy) since we’re always advocating: advocating for a better experience, advocating for users' needs, advocating for designs that empower users. Next, note that most UX work, discussions, and decisions are colored by advocacy. Advocacy is critical for inclusive design work, in particular reaching underrepresented users such as users with disabilities.