Workshop //
Designing for Multi-Touchpoint Service Experiences
Sunday, March 3rd from 8:30am - 12:00pm
Want to help your team and stakeholders develop a mindset for designing and delivering multi-touchpoint
service experiences before getting caught up in constraints and requirements? Could you use a fun,
experience-driven method to level the playing field and get multidisciplinary teams working together
to generate ideas?
During the first part of this service experience workshop, we’ll use an acting method called ‘service storming’
to rapidly generate ideas for a service concept across multiple touchpoints. This simple, but powerful tool will
help teams cover a wide range of experiences in a short time period.
After acting out some service experiences, we’ll focus on making them operational. For this, we will turn to the
service blueprint, a service design tool that helps you capture experience across time and touchpoints in a way
that many teams and stakeholders can understand and design from.
Together, these tools will help you and your teams develop a service mindset, work better across disciplines,
and move from ideation to execution of multi-touchpoint service experiences.
What you’ll get in this workshop:
- A great team building exercise that gets people thinking outside of the box, screen,
or whatever constrains them
- An introduction to service storming, a great ideation method that using acting as a way
to generate and communication service concepts
- An introduction to service blueprints, an operational tool used to visualize the touchpoints
and backend systems needed to realize service experiences
A Note About Workshops // Pre-conference workshops are not included in general session registration. Please see the FAQs page for more information on workshops.
Register for workshops here.
Workshop //
Measures of Success: How to Quantitatively Measure Your User Experience
Sunday, March 3rd from 8:30am - 12:00pm
How do you know if the user experience your team is slaving over is succeeding or failing? How can your team use data to make better decisions? Quantitative measures can help answer these questions and can complement more traditional qualitative research methods like usability testing.
Like many things in life, quantitative measurement relies on good preparation. To effectively measure a user experience it must be divided into discrete pieces that can be measured against their objectives. In this half-day, hands-on workshop, participants will be guided through the steps required to create a Capability Strategy — a technique that defines the objectives and measures for pages within a user experience.
Using examples from their own work, participants will:
- Identify capabilities within their user experiences.
- Define and prioritize the objectives of a capability.
- Establish meaningful measures and success criteria for a capability.
Participants will collaborate in small teams to iterate through each step 3 or 4 times during the workshop, working on each team member’s capabilities in turn.
Upon completion of the workshop each participant will have a solid understanding of the technique, have experienced several practical iterations, and will leave with the beginnings of a Capability Strategy that can bootstrap their own quantitative measurement efforts.
A Note About Workshops // Pre-conference workshops are not included in general session registration. Please see the FAQs page for more information on workshops.
Register for workshops here.
Workshop //
Creative Leadership Skills: Break Down Silos, Cultivate Teams
Sunday, March 3rd from 8:30am - 12:00pm
How many times have you wished that your team would just get along and do great work? It can’t be that hard, right? Turns out, it sure can be. People are tribal, emotional creatures. No matter how UX-y we are, we still see ourselves as the center of our universe, band together with people like us, and see ourselves in opposition to others.
Cultivating a great, high-functioning team is the elusive challenge of every creative leader. What’s more, there’s no there-there – you can’t check “have great team” off of your list and be done with it. Building a great team is more like tending to a garden – planting seeds, fertilizing the soil, tilling the field, pulling out the weeds, and showering it in sunshine.
This hands-on workshop is an advanced course for managers and team leaders of multi-disciplinary teams or needing to bring multiple teams together. You’ll learn about, experience, and practice a set of methods aimed at overcoming toxic team killers, lowering walls between individuals, disciplines and groups, and building highly functioning creative teams.
What you’ll get in this workshop:
- silos: learn what they are, when they work, and when they don’t
- toxins: how to identify and cure the four crippling team toxins
- change: how organizational change works in groups and individuals
- conflict: why healthy conflict is critical, but unhealthy conflict kills
- empathy: build empathy with a powerful tool
- accountability: use a simple framework to increase accountability, ownership,
and responsibility
- action: develop an action plan for cultivating a high-functioning team
A Note About Workshops // Pre-conference workshops are not included in general session registration. Please see the
FAQs page for more information on workshops.
Register for workshops here.
