About Me
Hiring a good UX agency is not easy.
Why? Because many UX agencies provide mediocre UX that lacks differentiation for your product or service experience. We created a UX Hiring Guide with important facts you should consider when hiring a UX agency.
Frank Spillers, MSc
Lead Service DesignerInclusive DesignUX LeadAccessibility LeadOrganisational DesignStand-in UX or Service Design Director
Frank Spillers is an inclusive Service Designer and UX veteran. He founded an award-winning UX consultancy in 2001 (Experience Dynamics), working with Nike, Intel, World Bank, Microsoft, City of New York, Global Disability Rights Now, Greater London Authority, and more. He spent 25 years training hundreds of teams privately and another seven years delivering custom training for Interaction Design Foundation, the world’s largest design school attended by teams from Adobe, IBM, T-Mobile, Philips, and the UN.
Frank is a subject matter expert in: Service Design, UX management, Inclusive Design, Service Design, VR/AR UX, Accessibility, Emotion Design, mobile UX, and cross-cultural design (localization UX).
Frank is an independent consultant and provides training and mentoring to Google, Harvard, Accenture, Dell, Mercedes Benz, Zappos, Netflix, FedEx, and more at his UX Inner Circle: www.uxinnercircle.com
Our story
Experience Dynamics started out with one mission in mind: solve tough problems for our clients and put a smile on your user’s face. The goal? To reduce user stress of interacting with your products by improving your business results. We have since expanded our mission to teach, mentor, and coach teams in improving how they can repeat their success doing UX and thereby building better products and services.
Experience Dynamics enables our clients to develop measurable changes in business results by bringing UX and Service Design expertise to your projects.
Our clients include Nike, IBM, Intel, Women Enabled International, City of New York, Microsoft, GE Security, Mobility International USA, World Bank.
We focus on measurable design improvements that typically increase online customer conversion rates by 35%-88%.
Unlike other digital agencies, we don’t try to do everything. Instead, we focus on UX design, research, and product/service strategy. Our executive leadership lead projects and get their ‘hands dirty’ on nearly every project. This is the secret of our success: Carefully attending to every detail, keenly focusing on KPI’s and success metrics, while keeping a finger on the pulse— of our clients needs and requests.
My experience
I have worked with a vast range of clients, including businesses in almost every industry including:
- Extensive experience with Business to Business (B2B) and Business to Consumer (B2C) user experiences such as enterprise grade web applications and sites, portals and Enterprise Resource Planning sites.
- A range of product/ service types from physical products to Software as a Service, informational sites, services, software, business process as a service.
- A global footprint, with studies and companies in 33 countries including Australia, Brazil, Canada, China, Chile, Denmark, Finland, France, Germany, Greece, India, Ireland, Israel, Italy, Japan, Kenya, Mexico, New Zealand, Norway, Poland, Russia, Spain, South Africa, Sweden, Switzerland, Turkey, UK and nearly all 50 US states.
- A range of platforms including Responsive Web Design and Mobile apps and sites; i have worked with complex Web Apps, thick and thin clients. I are even help clients with new Virtual Reality and Augmented Reality design and UX challenges.
- A range of user types from home owners to difficult to reach “C” level users, nurses, CMO’s, Directors, Sales Traders and users with disabilities (blind, mobility, cognitive and hearing impaired).
- A variety of business challenges including promotional sites, informational sites, branding, ecommerce, lead generation, publisher sites, catalog sites, gamification, social experiences, Intranets, HR sites, CMS’s, enterprise collaboration, tangible products, health and wellness devices, medical devices, MRI patient experience, Accessibility and Independent Software Vendor web and mobile apps.
Early Years
In early 2001, Experience Dynamics was hatched in a loft in Portland, Oregon by our founders. The company grew out of five years of early R&D with Social VR interfaces, online communities, and led to UX consulting for dot-com and Fortune 500 companies.
We quickly saw results from complex web applications and e-commerce sites, with conversions of 5%-88% from applying Agile and Lean UX in a rapid Human Centered Design process.
Our work was noticed by Fortune 10 clients who sought us to solve complex User Research and UX design in B2B and B2C. Our clients included KeyBank, Intel, Chase, Chrome Systems, Daimler-Chrysler, and Providence Health System. With a reputation for expertise and results, we created one of the first portable usability labs and three generations of usability testing software. We also left behind UX teams and a thirst to grow UX organizational maturity. Many of our early projects became the foundation of today’s in-house UX teams.
Turning Point
As Experience Dynamics grew, we began helping our clients build their own UX practice. Frank Spillers led projects and teams, including hiring UX designers, researchers and directors. Clients turned to Experience Dynamics as a trusted partner, looking for differentiated UX, practical expertise and rapid delivery of UX Design and Service Design projects. We started conducting UX training and teaching Human Centered Design methods to dozens of teams from Apple to Amazon.com and more. Today our design work touches over 500 million users worldwide. And we feel like we’re only beginning to realize our mission of bring ROI to UX by making our users smile! This means when users are happy using designs and services, they relax, form positive impressions, and attach those to your brand. It pays to keep your users in a good mood.
Experience Dynamics uses a proven and rigorous Human Centered Design methodology to improve your designs. Our design recommendations are based on:
- 23 years of successfully solving complex UX/UI issues for our Clients
- 700+ UX Research and Design projects
- Tackling complex enterprise UX, Service Design and social impact projects
- Trusted support from Fortune 500 clients worldwide
Verifiable results of my UX consulting work:
- 80% increase in conversion rate; 200% increase in revenue
- 400% increase in sales only 30 days after launch
- Most innovative product awarded, from my UX consulting
Why hire me
- I are experts
I have a deep understanding of UX: Interaction Design, Emotion Design, Inclusive Design and Service Design.
Frank Spillers are recognized internationally for being experts in the ISO standard methodology that governs UX: Human Centered Design.
There’s a reason companies like Apple, Amazon.com, MetLife, American Express, Citigroup and others seek us out for UX training.
Frank Spillers, CEO mentors an elite group in a micro-community with members from Google, Capital One, Harvard, Deloitte, Accenture and more. See Frank Spillers UX Inner Circle…
- I have a 5-star record
I work at a tactical and strategic UX. This means I don’t just work with your design issues or your users. Instead i also work your people, your brand, your organization. My successful track record and trust by Fortune 10 companies comes from a delicate approach that looks beyond UX design and to business impact and generating value.
My goal is to build capacity, collaboration and to leave a lasting value on your organization.
- I are business driven
My approach to UX is to work two levels: tactical and strategic UX. Many firms create wireframes and forget the interface is a vehicle for a business objective. Instead i start with business needs and balance those with user needs. Wireframes come from doing the hard strategy work up front. Some of my results: Frank Spillers increased customer conversions by 88%; and lifted revenue 200% (covered in a MarketingSherpa case study). See Enterprise UX consulting.
I are also dedicated to Inclusive Design consulting, Accessibility and Impact consulting for rights-based organizations.
- I are fast
Since 2001, at the start of the Agile revolution, I have been delivering rapid, Agile-friendly usability consulting services. I have worked with hundreds of teams globally to deliver rapid research and design solutions (think weeks, not months).
- I put the "U" in ux (User Experience)
I First and foremost are your customers or end users. Frank Spillers are known to be the leaders in helping you access the wisdom of your users. I “do more user research than most UX consultants I’ve seen” (Harley Manning, VP, Forrester Research) because I tool.
Still not convinced? Here's 7 more reasons to take action on your UX
- Tailored to You. You will get exclusive access to my mastery of Service Design, UX and Human centered design methodology. You will also get answers applicable to your specific product and industry, not canned, recycled guidelines.
- Design Recommendations always: You will get design recommendations with every deliverable. I don’t believe in separating research from design. Any and all usability consultants should give you specific design recommendations, period.
- Work with the Founder. You will work with the founders of the company, not the junior intern. You’ll get to work in close collaboration with a small, light and fast team.
- Solid Expertise. You won’t get “make it up as you go along” UX consulting like many out there. Instead you will get professional usability consultants with proven track records--recognized globally as leading-edge in my field.
- Practical Answers. I bring my understanding of human cognition and customer behavior to tough business problems.
- Pure Passion. I love what i do and my passion means no details are missed. Professional, Competent, Insightful and pleasure to work with- that's how it should be.
- 100% Guaranteed. I offer a full 365 day satisfaction guarantee on any product or service you purchased and didn't get results with. You are trying to improve your customer experience after all. I lead by example.
Values
Be Evidence Based
Verify and validate with users Teach you how to make better decisionsImprove trust from StakeholderAim for Award-Winning
Bring the passion, energy, and funPlan for an award-winning, life-changing designHelp you exceed your business goals
Find the Unexpected
Look beyond – take a systems thinking approachFacilitate discovery (discover problems first, not solutions)Listen deeply (to the unstated user needs)
Audience First
User Advocacy (User needs first)
Disability Advocacy (Put people with disabilities needs first)
Inclusion Advocacy (Put underserved users needs first)
Do What’s Right
Bring equity, ethics and inclusion into teams, discussions and solutions.
Collaborate
Work together
Make your life easier
Bridge your Organizational gaps