Creating Superior Customer Experiences and UX with User-Centred Design

Discover how to plan, create, evaluate and refine winning interactions with customers.

This is a 2 day (9:30-16:30) interactive training course

  • Central London location

The course costs £1095 (excl. VAT) per attendee, and we allow a maximum of 10 attendees per session

  • This includes breakfast, lunch and refreshments throughout both days of the course, all course materials and a certificate of completion

Next course:

Course Description:

This is an intensive introduction to planning, creating, evaluating and refining winning interactions with customers.

The framework, theory and practical exercises revolve around digital experiences – such as websites and mobile apps – but are applicable to any customer interactions (ever more important in a joined-up, less channel-centric world).

Whether you are doing it yourself, manage 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 best practice, rather than assumption and speculation.

The course is fun, it’s interactive and you will meet interesting people to exchange ideas and experiences with.

Is It For You?

If you have a stake in improving conversions, satisfaction and loyalty through interactions with customers, this course is for you!

People who take this course are typically Marketing Managers, Digital Marketers, Project Managers, Designers, Developers and User Experience Managers.

What You’ll Learn

Topics covered in the course include:

  • 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) such as usability assessments, design patterns and more
  • Introduction to persuasive marketing and design
  • User-centred design, from concept through development to launch and optimisation, including:
    • An introduction to techniques for modelling customer behaviour, such as personas, scenarios, mental models and more
    • An introduction to techniques for structuring and testing customer journeys
    • An introduction to techniques for ideation and concept formation
    • An introduction to the techniques used for documenting ‘information architecture’ and the customer experience
    • An introduction to the techniques for rapid prototype development (from hand-drawn to clickable prototypes)
  • The essentials of user testing
  • Hands-on practical exercises, including:
    • 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

Learning objectives

After completing the lesson, you 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) the appropriate research to supply genuine and actionable customer insight to improve the 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

I enjoyed the interactive aspects of the course - it made me feel really engaged. I also liked the science/psychology behind how people behave. Really enjoyed the experiments and real life stories/examples too. Interesting to see user testing in real life as well in labs!


Julia Roberts
Digital Communications Executive, EDF Energy


Great facilitation and atmosphere - there were lots of "reasons why" for stuff I thought I understood. Very useful!


Jon Bounds
Web Editor, Oxfam


Quality trainers with real hands-on expertise, rather than just an academic point of view. Great content with great examples and a good spread of information.


Fran Giltinan
Director of Business Improvement, Foxtons


The tutor's knowledge and obvious love of the subject was infectious and it was really valuable getting insights from someone so experienced in usability!


Steve Sayce
User Experience Manager, IGD


I came away with ideas and ways to put what I've learnt into practice immediately.


Natalie Heaton
Specialist Editor, BUPA

About your trainer

Juliet has worked on large-scale responsive websites from strategy to launch. She is a specialist in developing interactive prototypes and has designed interfaces displayed on HDTVs all the way down to mobile phones. Juliet’s range of expertise gives her the ability to bring cross-discipline insight to any project, balancing in that sweet spot where customer and business needs meet.

Juliet Rowley

Senior Consultant

The Venue

Bunnyfoot (London office)
4th Floor
54 St John's Square
London, EC1V 4JL

We're based in the heart of Clerkenwell, just a 5-minute walk from Farringdon mainline railway and underground stations.

Plan your journey on Google maps

Read enough? Get in touch…

Contact Beth Airey to discuss your needs:
0207 608 1670

Or, come and visit us! We have offices in Oxford, Sheffield and London.

Full contact and location details