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CREATING SUPERIOR CUSTOMER SERVICES & UX WITH USER CENTRED DESIGN - UX TRAI...
Tue, 25 Jul 2017, 09:30 – Wed, 26 Jul 2017, 17:30 BST
About the course
An intensive introduction on how to plan, create, evaluate and refine winning interactions with customers
The framework, theory and practical exercises will revolve around digital experiences such as web sites and mobile apps but is applicable to any customer interactions (ever more important in our now more joined up, less channel centric world)
Whether you are going to do it yourself, run internal teams or contract out, this course will supply you with the vocabulary and knowledge (and some experience) of a whole range of tools and techniques to help you create profitable customer experiences based on evidence and good practice, rather than assumption and speculation
It's fun, it's interactive, you will meet interesting people to exchange ideas and experiences with, you will produce something worthwhile and go back to your desk armed with weapons (and a few dinner party tricks) to impress your colleagues and friends.
What will you learn?
- What customer experience really means and how to enhance it
- Tools and techniques to evaluate user/customer experience (or to specify standards for user/customer experience): usability assessments, design patterns and more
- Introduction to persuasion marketing and persuasive design
- User centred design from concept through development to launch and optimisation –key techniques all along the way:
- Introduction to techniques for modelling customer behaviour: personas, scenarios, mental models and more
- Introduction to techniques for structuring and testing customer journeys
- Introduction to techniques for ideation and concept formation
- Introduction to techniques for documenting ‘information architecture’ and the customer experience
- Introduction to techniques for rapid prototype development (from hand drawn to clickable prototypes)
- The essentials of user testing
- Hands on practical exercises include:
- Honing requirements for a site, app or service
- Group evaluations of sites, apps and concepts submitted by the attendees
- User testing and customer research exercises
- Modelling the customer and their behaviour
- Facilitated group ideation resulting in interactive concept development
- Lo-fi prototype development
After completing the training, participants will be able to:
- Describe and discuss the benefits of and key factors for delivering an enhanced customer (user) experience
- Differentiate between good and bad research techniques and be able to specify (and potentially deliver) appropriate research to supply real and actionable customer insight leading to improvements in customer experience
- Evaluate (and/or plan for) the usability and persuasiveness of customer experiences
- Utilise appropriate techniques from user centred design and information architecture to bridge the gap between customer insight and the physical interaction with customers via on and offline channels
- Produce testable interactive prototypes quickly and cheaply
- Build upon the techniques introduced, either through extra in-depth courses or home study using references provided to books and other resources
- Pastries on arrival
- Hot & cold refreshments
- Fresh fruit
- Course materials
- Certificate of completion
About the trainer
Jon Dixon - Senior Interaction Designer
A highly experienced interaction designer with a background in graphic design and illustration, Jon has been incorporating user centred design into web design since the 90s, and has practical experience across the whole spectrum of UCD activities from ethnography through behavioural modelling, information architecture, wire-framing, storyboarding and prototyping to formative user testing, as well as the visual design and behaviour of user interfaces.
Over that time he has been sole or lead consultant on major projects for clients such as the Houses of Parliament, Orange, Egg (Citibank), BAA, Boots and the Crown Prosecution Service. His most recent clients have included Unify (formerly Siemens Enterprise Communication), Nectar, the Met Office, Virgin Holidays, Platts (McGraw Hill Financial), Royal Caribbean Cruises, Great Rail Journeys and EDF Energy.
He delivers training courses and has blogged for both Bunnyfoot and e-Consultancy and was one of the speakers at UX Brighton 2013, where he drew on his previous career as a professional actor to ask whether there are lessons that UX designers can learn from the process of method acting in order to better understand the (sometimes hidden) motivations of users, their emotional and psychological complexities, and their background and environment.