|Date||October 11 2013 (9:30am – 4:30pm)|
|Venue||Etc Venues, The Hatton, London, United Kingdom|
About the course
Econsultancy's Customer Experience Statistics Compendium states that 80% of consumers would be less likely to return to a website after a negative shopping experience. Can you afford to lose customers this way?
This course will highlight the key steps involved in building and maintaining great online experiences for your customers - leading to improved long-term customer engagement and loyalty.
As the online experience becomes more sophisticated and streamlined and the marketplace becomes more competitive, it’s becoming increasingly important for brands to differentiate themselves through superior customer experience.
This course is designed to explore the activities involved in creating and measuring engaging online experiences, and improving customer retention.
Who should attend?
This course is ideal for those involved in developing a new site or improving the experience of an existing site. Project managers, designers, and developers, commercial or marketing functions will all benefit from learning about the principles of and activities required to create a great customer experience.
How will I benefit?
Upon completion of this course, you'll be able to:
- Appreciate how a deep understanding of your customers leads to better design and content decisions
- Look beyond the mechanics of usability in order to create a great experience for your customers
- Understand the fundamentals of persuasive design and where to apply it
- Test your existing site or sites in development to identify any issues with your customer experience
- Understand the "Total Customer Experience" - integrating across channels and beyond the limited online transaction
What will I learn?
The course covers:
- The customer perspective (using profiles as design tools)
- Mapping customer journeys
- Information architecture - building an information architecture and structure that will improve SEO and conversions once customers arrive
- The fundamentals of persuasive landing page design
- Testing approaches & when to use them (user journeys, multivariate)
- Measuring engagement and gaining network recommendations
- Introduction to incremental profiling and personalised content
- Overview of design patterns
Senior Interaction Designer, Bunnyfoot
Jon is a highly experienced interaction designer with a background in graphic design and illustration. He has been incorporating user centred design into web design for over 15 years, and is an expert in accesisbility, information architecture, wireframing, storyboarding and prototyping as well as all aspects of the visual design of user interfaces.
He has been sole of principle designer on major projects for clients such as the Houses of Parliament, Orange, Egg, Citibank, BAA, Boots, Birmingham City Council and the Crown Prosecution Service.
Since joining Bunnyfoot his clients have included Siemens, Nectar, the Met Office, BOC and Virgin Holidays.
In his free time Jon plays in a band - Shining Examples - writes and paints. He shares his home with two Bengal cats and three ex-battery chickens.w