Overview
Next intake: TBC
Applications are open year round and applications for any given intake will be accepted up to four weeks before beginning the course. The application process is the same for all our qualifications (including the MSc programmes) and successful applicants will be eligible to start any of the courses they qualify for providing the start date falls within 18 months of receiving the official offer letter. Speculative applications are welcome.
Contact training@econsultancy.com for an application form, along with full details of the content and timetable.
Cost: £2450 (+ VAT)
Description
The key to delivering an excellent customer (user) experience and all the associated benefits of this (such as increased conversions, increased loyalty, decreased cost of production and maintenance) is to understand the wants, needs and expectations of different customer types and how these might interact with your on and offline channels.
This certificate guides participants through the user journey design cycle, from defining objectives and undertaking customer research through to developing interactive concepts and carrying out user testing. Participants will gain practical experience of wireframing and prototype design, as well as gaining insight into key factors such as usability and persuasion, enabling them to assess customer journeys on their own sites and use established methods to make confident and robust recommendations for improvement.
The course is taught over two modules (12 weeks each) and assessed via two written assignments. All training and tutorial days will be held in Manchester.
Learning outcomes
Module one: Understanding customer (user)experiences
Upon completion of the module participants will;
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Understand the essential elements and benefits of delivering an enhanced customer (user) experience
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Understand the appropriate techniques required to deliver real insight in order to define customer wants needs and expectations
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Define a customer (user) experience plan including goals and metrics
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Understand the essential bedrocks of delivering an excellent and optimised end to end customer journey: usability and persuasion
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Undertake basic research and evaluation to improve customer insight, validate information coming from other sources, and assess designs and interfaces for online interaction
Module two: Creating customer (user) experiences
Upon completion of the module participants will;
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Understand the elements and activities required to construct and deliver an enhanced customer (user) experience
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Utilise appropriate techniques from user centred design and information architecture to bridge the gap between customer insight and knowledge and the physical interaction with customers via on and offline channels
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Undertake concept development and design ideation for interaction across mobile and web channels
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Construct basic information architecture blueprints and wireframe solutions illustrating and prototyping the customer experience journey
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Appreciate the value and benefits of user testing and undertake effective basic testing on prototypes and existing systems
For further info about the topics covered, please download the full day by day programme of contents and full dates.
Trainer
Jon Dodd
Managing Director and Co-founder, Bunnyfoot
Jon holds a DPhil. in Visual and Computational Neuroscience from Oxford University, and has over 13 years experience of developing and coding online information resources that are usable and accessible to multiple user groups and browser-device combinations.
He combines business acumen with programming expertise, and behavioural expertise, ensuring 'fluency' in and between all the necessary components required to develop top-flight online resources. Jon has overall responsibility for the accessibility, usability and eyetracking services for the company. He works directly with clients (when he can) and frequently appears as an invited speaker at national and international industry conferences.
Jon is a former invited expert for the Web Accessibility Initiative (WAI) and former editor-in-chief of the Usability Professionals Association online newsletter.
When not at Bunnyfoot you'll find Jon teaching scuba diving, entertaining the crowds with the local amateur dramatics society, wakeboarding or learning how to fly microlights (hang-gliders with hairdryers on the back).
