About the course
- What is customer experience, why is it important?
- User centred design – a framework for delivering enhanced customer experience
Bedrocks and ‘rules’ for customer experience
- What usability really is
- The fundamentals of delivering usability
- Design patterns – shortcuts for specification and evaluation
- Does persuasion fit ethically with creating a good customer experience?
- Designing for persuasion
- Fundamentals of what good (and bad) customer research looks like
- Exploring the range of research methodologies from qualitative to quantitative
- Pros and cons of various research techniques
Introduction to 1-on-1 testing
Practical: Testing and interviewing try-outs
Planning for customer experience
- Setting appropriate goals
- Setting appropriate metrics
Extended practicals (Team working)
- Initial research
Who should attend?
What will I learn?
On successful completion students will be able to:
- Understand the essential elements and benefits of delivering an enhanced customer (user) experience
- Understand the appropriate techniques required to deliver real insight in order to define customer wants, needs and expectations
- Define a customer (user) experience plan including goals and metrics
- Understand the essential bedrocks of delivering an excellent and optimised end to end customer journey: usability and persuasion
- Undertake basic research and evaluation to improve customer insight, validate information coming from other sources, and assess designs and interfaces for online interaction
0207 269 1470, firstname.lastname@example.org