This three-day course will boost your rates of conversion, loyalty and advocacy through the delivery of impressive and effective customer experiences.

  • 15 September 2020
    3 Days
    • £1,695.00 excl. VAT


    Who should attend?

    If you’re involved in creating or managing customer experiences, then this course has plenty of value for you. If you’re new to CX (customer experience), you’ll get an in-depth overview and if you’ve been working within CX for a while, there will be plenty of time to deep-dive into your areas of interest.

    What will I learn?

    Foundations and strategy

    • Definitions
    • Business case
    • How people behave online
    • User-centred design (UCD) process

    Research and testing

    • Principles of good research and testing
    • Focus groups and interviews
    • Card sorting
    • Survey
    • Ethnography
    • Metrics/analytics
    • Personae and customer journeys
    • Heuristic evaluation
    • Usability testing (benchmarking and think aloud)
    • Paper prototyping
    • Eyetracking
    • Metrics/analytics

    Strategy issues

    • Organisational approaches to CX
    • Design approaches
    • Goals and metrics
    • Customisation and personalisation
    • Multi-channel experiences
    • Video
    • Mobile (app types, wallet integration and mobile first)

    User experience (UX) principles

    • Interaction cost and Aesthetics
    • Expectations and consistency
    • Structure, mapping and clutter
    • Affordances, visibility and feedback
    • Progressive disclosure and information scent
    • User control vs. constraints

    Design guidelines and patterns

    • Homepage
    • Forms
    • Icons
    • Navigation
    • Landing pages
    • Calls-to-action

    Persuasive design

    • Reciprocity
    • Authority
    • Social proof
    • Commitment and consistency
    • Likeability
    • Scarcity
    • Paradox of choice

    Writing for the web

    • Vocabulary
    • Sentences and paragraphs
    • Headings
    • Lists
    • Bold
    • Links
    • Concision
    • Page summary

    Mobile experience principles

    • Task design
    • Screen space
    • Download speed
    • Legibility
    • Lack of hover state
    • Tap target size
    • Orientation change
    • Gestures
    • Data input 

    Design guidelines and patterns for mobile

    • Homepage
    • Navigation
    • Forms
    • Ecommerce
    • Login
    • Search
    • QR codes
    • Video

    Future trends

    We’ll discuss some of the technologies that are likely to influence customer experience in the next few years, including;

    • Wearables
    • Bots
    • Bendable screens
    • AR (augmented reality)
    • IoT (Internet of Things)
    • Voice control
    • Security

    Course Requirements

    This is an online course using Zoom. You can access easily through your web browser and we'll give you a quick tutorial at the start to ensure you get the most out of the workshop.

    How will I benefit?

    After attending this three-day course, you’ll have greater knowledge, skills and confidence in the following areas;

    • Creating a business case for the benefits of improved CX  
    • Developing a CX strategy (and supporting processes) relevant to your organisation
    • Selecting the research and testing techniques most beneficial to your organisation
    • Designing and evaluating customer experience based on best practices 
    • Planning and conducting your own research and testing

    Delivered online, this course will be fast-paced, highly engaging and interactive throughout, with breakouts, exercises and discussion to ensure the session is truly participatory.

    In-company training

    This course can also be delivered exclusively for your team. In-company training ensures everyone is up to best practice standard and you'll benefit from a more open environment to discuss your most pressing issues.

    CPD accreditation: As we’re a registered provider with the CPD Standards Office you’ll get an official CPD certificate of attendance upon completion of the course. This can be used within your formal CPD record for a professional body, institute, or employer.


    Tim Fidgeon

    Tim Fidgeon is one of the UK’s leading digital trainers and consultants.  He holds an MSc in Human-Computer Interaction and has been helping organisations develop market-leading digital strategies, experiences and content since the late 90s.  After leading the User Experience teams for several large digital agencies, he is now a freelance trainer and consultant. 

    He has recently worked with: Coca-Cola, Sony, Vodafone and General Motors. 

    His articles on digital marketing and user experience have been published by: .net magazine, New Media Knowledge, Usability News & Web Standards Group