£360 – £1,080

Measuring the customer experience with Top Tasks - Edinburgh

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Edinburgh Training & Conference Centre

16 St Mary's Street

Edinburgh

EH1 1SU

United Kingdom

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Event description

Description

User Vision has partnered with User Experience (UX) expert, author, and speaker Gerry McGovern to bring two masterclasses on his successful Top Tasks management model to the UK.

A masterclass on measuring the customer experience

The key to successful digital transformation is customer-centricity. As many companies have shown, the best way to put the customer first is to make sure the main tasks they want to perform are easy to complete.

This masterclass will give you the methods to focus on what your customers really want because giving people what they want—quickly and easily—is the foundation of a great customer experience.

You will learn how to build a solidly reliable management model around Top Tasks and the Task Performance Indicator, two essential metrics of the customer experience.

What attendees will learn:

1. Cutting edge techniques to clearly identify customers’ top tasks
2. How to measure the performance of your customers’ top tasks
3. How to create task questions for observation and measurement
4. How to select participants
5. How to run a remote test
6. How to analyse and present results from Top Tasks and Task Performance Indicator approaches

This Masterclass is ideal for managers of digital teams, customer experience and content professionals and online marketers. Tickets include lunch and a signed copy of Gerry’s latest book Transform.

We are also offering this event in London on May 10th.

Want to pay by invoice? Email us at hello@uservision.co.uk, with your business email and address and we'll handle the rest for you.

3 for the price of 2 offer available on full price tickets- please email hello@uservision.co.uk for more details..

Agenda


09:30 Session 1: Top tasks identification

  • Getting the organisation to think about customer tasks
  • Sources for a task list
  • Shortlisting

10:45 Break

11:00 Session 2: Identifying top tasks

  • Designing the survey
  • Getting people to vote
  • Analysing and presenting results

12:00 Lunch

12:45 Session 3: Measuring task performance

  • An ongoing management metric
  • Participant / customer selection
  • Creating task questions

14:00 Break

14:15 Session 4: Measuring task performance

  • Preparing for testing
  • Running an observation session
  • Analysing and presenting results

15:30 Final Q &A and conclusion

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Date and Time

Location

Edinburgh Training & Conference Centre

16 St Mary's Street

Edinburgh

EH1 1SU

United Kingdom

View Map

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