Lisa D. Dance- Speaker, Author & Radio Host

Lisa brings a warm, engaging, and sometimes humorous perspective to complex topics... from User Experience and Customer Experience to Ethical Technology and its real-world impact on people. Speaks at conferences, leads workshops, writes for industry publications, and hosts a weekly radio show.

Topics I Speak On

UX Research for Risk Management
Understanding Customer Experiences Gone Wrong
Proactively Mitigating Technology Harms
Getting Your Team Involved in Ethical Research & Design

What People Say

"I love how you've abstracted and articulated the very real human calculations we do in all of our transactions — and are helping everyone to rethink the way we approach partnerships. The combination of a big-picture framework with tangible details is what feels really special about your approach!"— Webinar Attendee

Invite Lisa to Speak

Today is the Perfect Day to Improve Customer Experiences!

By Lisa Dance

"Today is the Perfect Day to Improve Customer Experiences!" is compelling, illustrated collection of true stories showing how technology and bad processes make customer experiences “ridiculously wrong.”

This book calls decision-makers to action with clear examples, hidden cost analysis, and the new concept of “unpaid customer labor.” It’s a practical wake-up call for leaders who want faster, more humane fixes that reduce frustration and long-term costs.

A Sharp, Approachable Briefing

Featuring stories from banking to healthcare, it highlights the hidden costs organizations absorb and urges immediate, practical improvements.

Buy Paperback

Behind the Book

Check out Part 1 of this fascinating discussion between Lisa and Illustrator Antonio Meza about their collaboration on "Today is the Perfect Day to Improve Customer Experiences".

Part 2-A fascinating conversation between author Lisa D. Dance & illustrator Antonio Meza (2/7/24)

Understanding Customer & User Experiences Gone Wrong (Part 2)

Join Lisa & Antonio Meza as they delve deeper into their collaboration of Lisa's book titled "Today's The Perfect Day to Improve Customer Experiences".

If you create products, services, technology, or experiences, or control budget for them, this is a must-attend. The negative impact on customers and their loyalty is lasting, and these issues are bigger than you think. Don't miss out on this insightful discussion. #customerexperience
#userexperience #ux #productdesign #linkedinlive #ebook #illustrations #customerjourney

View Recording

"UX Happens IN RVA" Radio Show

Lisa hosts a weekly conversation on UX, business decisions, and real-world impact.

Live Mondays at 11:30 AM via On the Mic with Mike on YouTube (streaming on LinkedIn, and Facebook), with highlights featured Saturdays 6-7 am on ESPN Richmond 106.1 FM.

Why this show exists

User experience is already happening across Richmond, but it’s not always recognized as such. This show makes that work visible, connecting UX to real business decisions and outcomes through conversations with local organizations and professionals.

If you’re a business owner or leader, you’ll likely recognize some of these patterns in your own organization.

UX Happens in RVA
w/ Lisa D. Dance
show microphone & skyline of Richmond, VA over the James RVA

featured shows

Customer Journey Mapping Explained for Business

n this episode of UX Happens in RVA, host Lisa D. Dance sits down with Mike King to break down one of the most powerful tools in customer experience: customer journey mapping.

Listen Now

Exploring Responsible Technology and AI

In this episode of "UX Happens in RVA", Lisa talks with guest Jill Heinze, an AI Trust Architect at Saddle-Stitch Consulting, about the need for Responsible Technology and AI, governance, anticipatory research projects, and the critical role of education in using AI responsibly.

Listen Now

Fostering Innovation and Creative Problem Solving at UR

In this episode of "UX Happens in RVA," Lisa talks with Andrew Ilnicki, Director of the Innovation Studio at the University of Richmond on how they use interdisciplinary collaboration, creativity, and design thinking to help students, faculty, and staff to creative problem.

Listen Now

Why User Experience Matters: Lessons from Amazon's FTC Settlement

In this episode of “UX Happens in RVA,” Lisa and Mike King discuss the implications of Amazon's $2.5 billion FTC settlement over Prime's deceptive practices and how it relates to “Click to Cancel.” Lisa highlights how design and business decisions can intertwine with costly results, using user experience research as an early warning system.

Listen Now

How Digital Strategy, UX, and Branding Build Customer Trust

In this episode of "UX Happens in RVA," host Lisa Dance talks with Juliette Oliva, co-owner of Pixelstrike Creative about how effective digital strategy, UX, and branding can build customer trust and help small businesses thrive. Juliette also offers practical advice on refreshing your website.

Listen Now

Understanding Different Research Methods: UX vs. Market Research

In this episode of "UX Happens in RVA," Lisa Dance and Tobin Ward, a Qualitative Market Researcher, explore the differences between UX and market research methods, discussing when to use surveys, interviews, and focus groups for achieving effective business outcomes.

Listen Now

Lisa D. Dance- Speaker, Author & Radio Host

What People Say

Today is the Perfect Day to Improve Customer Experiences!

By Lisa Dance

A Sharp, Approachable Briefing

Behind the Book

Understanding Customer & User Experiences Gone Wrong (Part 2)

"UX Happens IN RVA" Radio Show

featured shows

Customer Journey Mapping Explained for Business

Exploring Responsible Technology and AI

Fostering Innovation and Creative Problem Solving at UR

Why User Experience Matters: Lessons from Amazon's FTC Settlement

How Digital Strategy, UX, and Branding Build Customer Trust

Understanding Different Research Methods: UX vs. Market Research

This website uses cookies.