DIGITAL CUSTOMER EXPERIENCE & ETHICAL DESIGN

Hi! I’m Trine Falbe.

I help companies create world class digital customer experiences.

I also work to empower digital professionals to design with ethics.

I’m available for workshops, consultancy, advisory sessions, individual coaching and speaking at conferences and events.

Read more about my background, the services I offer, or send me an email

Upcoming events

Ethical Design Masterclass

In collaboration with Smashing Magazine. A workshop that will help you sell, enable, produce and run a sustainable business on ethical design principles!

1-15 March 2022, online.


KLEAN Masterclass

Organised by the Danish digital agency KLEAN, this masterclass is part of a series of 5 about ROOM for thought.

January 2022, Aarhus, Denmark.


SERVICES

I offer services in two areas: digital customer experiences and ethical design.

My goal is always to help my clients create more meaningful, trustworthy experiences for their customers.

I facilitate 1-day workshops for companies and networks on either digital customer experience or ethical design.

My workshops are suitable for groups from 10 to 40 people and can take place either on-site or online.

My workshops always includes 3 components: inspirational input from me, hands-on activities for the participants, and feedback loops.

I offer advisory sessions and consultancy to companies who want to improve their digital customer experience and create more meaningful, long lasting relationships with their customers.

I’m a good fit for companies who already have a team working on the digital presence and communication, but who are unsure as to how to specifically improve the existing customer experience. 

Or for companies who outsource design and development and need someone to take charge of the brand experience.

I specifically look at:

– Identifying opportunities for optimisation in the digital customer/ user experience

– Customer support automation – which frees up time for support staff

– Micro optimisation of the customer/ user experience – it’s often the small things that count

– Optimisation of the user experience on the digital platforms

I have been a professional speaker for more than 10 years.

I do talks at conferences and events about UX, digital customer experience and ethical design.

Visit my speaker section to explore some of my previous talks.

Ethical design is the must-have toolset (and mindset) needed to make better decisions in digital product development.

I do 1:1 coaching for digital professionals who want to grow their vocabulary and toolbox in ethical design.

Book me to speak at your event or conference

As a professional speaker for more than 10 years, I am confident and always delivers engaging and inspiring talks. Below are examples of the types of talks I give. 

RESPONSIBLE & ETHICAL DESIGN

Ethics and taking responsibility in design is more relevant than ever. And it’s easy to agree that people would generally benefit from less evil digital products. However, it’s often easier to agree to than do.

The talk will introduce a take on how to make products and services more responsible, one step at a time. It includes ways to identify opportunities for improvement, how to get business buy-in and how to set up for success.

DESIGN FOR CHILDREN

Kids these days use online tools from before they can read. They are growing up in a new paradigm – they have not known the world before the Internet. An this impacts the way they act on, interact with, and perceive digital interfaces and the web.

The talk shares Trines insights about the way kids interact with interfaces, how it differs from the interaction patterns of adults, and provide some guidelines on how to design for kids in a respectful and empowering way.

Better user experiences

We are in the midst of the Age of the Customer. Customer loyalty is dropping, and people demand companies to be transparent, honest and sustainable. In the end, you get better results if you design good, fun, exciting, lovely, interesting and real user experiences. White Hat User experiences.

White Hat UX is a powerful competitive advantage that more companies could make use of. It also makes for a good business case when done right. This talk explains the do’s and don’t of White and Black Hat UX, spiced with a variety of nasty and stellar UX examples and a dive into the metrics of UX to help you measure your UX success.

Published books

The Ethical Design Handbook (2020)

A practical handbook on ethical design for digital products. With practical techniques to make honest interfaces work for digital products. Full of practical guidelines on how to make ethical decisions to influence a positive change without hurting the bottom line.

White Hat UX (2017)

Most things in life come with a dark side. For years, the online space has acted as a playground for thieves, bandits and murky types who will use every trick in the book to make you do the opposite of what you set out to do. But there is hope. The next generation in user experience is coming.

About me

I’ve been working with UX for 20 years. I’ve done digital customer and user experience in news, for kids, and in various e-commerce. I’ve been an UX educator for a decade, I’ve written 2 books and frequently speak at international conferences.

Ever since entering the digital industry in the early 2000s, I decided that I would spend my time on creating value for people. That drive has only become stronger over the course of my career.

Today I work in 2 areas:

I help companies to improve their digital customer experience.

I help digital professionals develop a language and toolset to work with ethical design.

You can follow along in my work on Linkedin and Twitter.

If you’d like to get in touch, you can email me at trine@trinefalbe.com

Clients & collaborators

From the blog

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