Going from UX to Service Design
If you want to improve customer experience, you can no longer focus on just design and usability. Service design has to play a part. According to research, the most customer-centric organizations today grow 43% more than their peers each year. The secret to their success is the fact that they think beyond user experience (UX) to design seamless positive experiences for their customers at every single touchpoint. In other words, they utilize service design.
In this Master Class webinar, you will learn:
- What service design is
- How to practically apply service design in your work
- Why you should consider a career in service design
- How you can transition into a service design role
You'll gain insights from Frank Spillers' 20+ years of experience designing high-value services and products and learn how to use a systems-thinking approach to design clutter-breaking customer experiences. What's more, you'll learn tips and tools which will help you maximize customer retention (and profits) through the use of service design.
Whether you're new to user experience (UX) design or are looking to expand your career prospects, this Master Class webinar is a great chance to upskill and prepare yourself for the fast-growing field of service design.
Frank Spillers is the founder of Experience Dynamics, a leading UX consulting firm with Fortune 500 clients around the world. For over 20 years, Frank has been an internationally respected speaker, author, Senior UX practitioner and UX Master Trainer. He is a world expert in improving the design and user experience of websites, web applications, VR/AR and mobile apps and services.
A recognized subject matter expert by the U.S. Department of Labor, Frank has also developed new techniques for assessing user needs and user experience, and conducting rapid design prototyping. Recently, he has contributed ground-breaking research on the impact of design and emotion.
Before founding Experience Dynamics in 2001, Frank managed usability consulting for WebCriteria (now IBM Analytics) and worked with students of Dr. Donald Norman (the grandfather of User Centered Design) at Intuitive Design, a San Diego based User Centered Design consultancy. His current clients include: Microsoft, Intel, IBM, Logitech, GE, Hewlett-Packard, KeyBank, Four Seasons, Chase, Target.com and Whitepages.com. His work has been profiled in leading industry publications including The Handbook of Task Analysis for Human Computer Interaction, MarketingSherpa's Landing Page Handbook and the book-- The Persona Lifecycle.
Organized by the Interaction Design Foundation
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Frequently Asked Questions
Why aren’t the Master Class webinars free of cost for members?While the Master Class webinars aren’t free, they are open to both members and non-members of Interaction Design Foundation. While non-members pay $30 per webinar, members pay only $3. We charge this nominal fee to cover a few costs associated with producing the webinars, including:
- The cost of using Zoom as our webinar partner. Zoom is one of the most reliable webinar hosting platforms, but it’s also one of the most expensive. We chose quality over affordability to bring you a better viewing experience, and the nominal fee we charge helps us cover these costs, without making the webinars expensive.
- Along with the cost of Zoom, we also cover webinar costs associated with servers, payment gateways and code maintenance. In fact, 40 cents off every dollar in a transaction goes towards just the payment gateway alone!
Charging this small fee goes a long way in helping us cover these costs and enables us to continue to bring you high-quality content with the best experts.
Will the Master Class webinar be recorded?Absolutely! Every Master Class webinar is recorded by default, and if you register, you will automatically receive the link to the recording a few hours after the broadcast ends.
What happens if I can't attend a Master Class webinar live?No problem at all—as long as you make sure to register for it, you’ll receive a recording link a few hours after the broadcast ends. This way, you can catch up on everything that happens in the live session. But, do be sure to register, as the recording is only sent to registered attendees!
I’m a member, but when I try to register for the Master Class webinar, I’m being charged the non-member price. How can I get the discounted price for members?Please double-check the email address you are using to register for the webinar. You must use the same email linked to your Interaction Design Foundation membership in order to avail the special member price.
If you use another email address, our system will not realize that you’re a member. As long as you’re using the correct email address as a member, you will receive the special member price.
I just signed up for a Master Class webinar—what's next?Once you register, you’ll receive an email from Zoom, our webinar partner. This email contains the link you’ll need to join the Master Class webinar during the broadcast.
This email is sent from firstname.lastname@example.org so if you can’t locate it in your inbox, please check your Spam folder. If you still cannot locate this email, please reach out to email@example.com and we'll help you out!
I signed up for a Master Class webinar which aired recently, but I cannot find the recording in my email inbox. What can I do?The email with the recording is sent automatically to all registrants. However, because it contains links, it might get blocked by your spam filters.
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I missed registering for some of the Master Class webinars hosted in previous months. How can I get access to them now?Some of our past Master Classes are available on-demand at https://www.interaction-design.org/master-classes We’re constantly working to make recent Master Classes available on demand, so you can keep checking this page for new additions!
I’m a member, but I cannot see all the Master Classes I purchased on my profile. How can I find the ones that are missing?Many of the past Master Classes have been edited and uploaded to our platform so that our members can view them conveniently in one place.
After each Master Class broadcast, our video editors painstakingly edit, improve and enhance the quality of these recordings to give you a better experience—but this process takes time, and that’s why there’s sometimes a delay in making them available within your profile.
Until recent Master Class recordings appear in your profile, you can always playback any of the Master Classes you’ve purchased using the Zoom recording links you received after the broadcast. Can’t find these recording links? Then please email firstname.lastname@example.org for assistance.