This is a 3-day live and interactive online training workshop led by an expert digital marketing practitioner, designed to help you boost your rates of conversion, loyalty and advocacy Can we help? Call the team on 020 7970 4167 or email

  • 16 June 2020
    3 Days
    • £1,695.00 excl. VAT


    This online course runs on 3 separate days: Day 1: Tuesday 16th June, Day 2: Thursday 18th June, Day 3: Tuesday 23rd June.

    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.

    Practical skills and real-world examples are key takeaways from this 3-day Fast Track course. You’ll also have lots of opportunity to discuss issues and ideas specific to your organisation throughout the session. At the end of the day, you’ll have an ‘Action Plan’ that you can use as you tackle the challenges facing your own organisation.


    • Foundations & Strategy

    • Definitions
    • Business case
    • How people behave online
    • User-Centred Design (UCD) process

    • Research & testing

    • Principles of good research and testing
    • Focus groups & interviews
    • Card sorting
    • Survey
    • Ethography
    • Metrics/Analytics
    • Personae & Customer Journeys
    • Heuristic evaluation
    • Usability testing (Benchmarking & Think aloud)
    • Paper prototyping
    • Eyetracking
    • Metrics/Analytics

    • Strategy issues

    • Organisational approaches to CX
    • Design approaches
    • Goals & metrics
    • Customisation & personalisation
    • Multi-channel experiences
    • Video
    • Mobile (App types, Wallet integration & Mobile First)

    • User Experience (UX) principles

    • Interaction cost & Aesthetics
    • Expectations & consistency
    • Structure, Mapping & Clutter
    • Affordances, visibility & feedback
    • Progressive disclosure & information scent
    • User control vs. Constraints

    • Design guidelines & patterns

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

    • Persuasive design

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

    • Writing for the web

    • Vocabulary
    • Sentences & 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 & 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


    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.

    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 3-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 & testing techniques most beneficial to your organisation
    • Designing & evaluating Customer Experience based on best practices 
    • Planning and conducting your own research and testing

    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