Understand customer needs through research

Understand customer needs through research, available at $19.99, has an average rating of 5, with 20 lectures, 4 quizzes, based on 2 reviews, and has 20 subscribers.

You will learn about Recognise the effects of a good customer experience Recognise the types of materials that are typically called personas Recognise how your own organisation uses research-based customer profiles Recognise the elements that make an effect research-based customer profiles Recognise the need to persuade leadership to invest in research Recognise how to create a research plan and to execute it Recognise how to roll out the research-based customer profiles across the organisation Recognise the gap assessment of processes required from those which exist today This course is ideal for individuals who are Products managers looking to generate double digit growth or Experience designers looking at creating user-centred services or Mid-level Marketers looking to deepen skill sets It is particularly useful for Products managers looking to generate double digit growth or Experience designers looking at creating user-centred services or Mid-level Marketers looking to deepen skill sets.

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Summary

Title: Understand customer needs through research

Price: $19.99

Average Rating: 5

Number of Lectures: 20

Number of Quizzes: 4

Number of Published Lectures: 20

Number of Published Quizzes: 4

Number of Curriculum Items: 24

Number of Published Curriculum Objects: 24

Original Price: ￡59.99

Quality Status: approved

Status: Live

What You Will Learn

Recognise the effects of a good customer experience

Recognise the types of materials that are typically called personas

Recognise how your own organisation uses research-based customer profiles

Recognise the elements that make an effect research-based customer profiles

Recognise the need to persuade leadership to invest in research

Recognise how to create a research plan and to execute it

Recognise how to roll out the research-based customer profiles across the organisation

Recognise the gap assessment of processes required from those which exist today

Who Should Attend

Products managers looking to generate double digit growth

Experience designers looking at creating user-centred services

Mid-level Marketers looking to deepen skill sets

Target Audiences

Products managers looking to generate double digit growth

Experience designers looking at creating user-centred services

Mid-level Marketers looking to deepen skill sets

Organisations struggle to make the best decisions as they have a host of deeply-held assumptions about their customers.

This naturally leads to:

Multiple moments throughout the customer journey where the organisation doesn’t meet the customer’s goals

Disagreement amongst stakeholders about what the customer actually wants

Awkwardness around prioritising what matters the most to the customer

This course will teach you how to go about creating that insight and how to put it into practice.

Avoiding the persona trap

Don’t make the mistake creating hypothetical personas. They don’t provide permission for change, as they’re simply made up. Without the depth of trusted insight, your stakeholders can and will ignore you.

Conducting research properly can be a time consuming exercise, but a rewarding one. But this is only a quarter of the story. Simply executing your research and issuing profiles will most likely lead to business as usual.

You need to concentrate on changing hearts and minds and know how to mitigate against the numerous risks. This course has been specifically created to address the effectiveness of developing and implementing profiles.

Focused on what matters

There’s no ‘what is a persona?’ or long-winded explanations – you don’t have time for that. It’s straight to the point with specific lectures and tools in just over 90 minutes, enabling you to:

Understand the hard numbers behind great customer experiences to powerfully convince your leadership why create such a tool

Conduct an audit of what’s in use today and start to change mindsets by unpicking assumptions about your customers

Have a comprehensive plan of activities and mitigate against common risks

Know the exact steps and methods to plan and conduct research yourself

Know what elements in your profiles are most useful, with a plan for rolling-out across your organisation.

If you’re at a mid level in your role and looking to make a real impact to breakthrough to the leadership level, this course is for you.

Course Curriculum

Chapter 1: The customer – in customer experience

Lecture 1: Welcome and module 1 introduction

Lecture 2: Why CX matters within an organisation

Lecture 3: Core outcomes from good customer experience design

Lecture 4: Prospects, customers, and teams

Lecture 5: Persuading leadership to invest

Chapter 2: Typical tools used in organisations

Lecture 1: Module 2 introduction

Lecture 2: Understanding what’s in use today

Lecture 3: Type of tools in use causing challenges

Lecture 4: Calling out assumptions to change mindsets

Chapter 3: Creating a customer research tool

Lecture 1: Module 3 introduction

Lecture 2: Research process, activities, and timelines

Lecture 3: Developing your screener

Lecture 4: Writing a discussion guide

Lecture 5: Planning recruitment and incentives

Lecture 6: Selecting your tool for data capture

Chapter 4: Activating insight throughout the organisation

Lecture 1: Module 4 introduction

Lecture 2: Documenting insight as an effective tool

Lecture 3: Rolling out across the organisation

Lecture 4: Conducting a gap assessment

Lecture 5: Monitoring and long term change

Instructors

Jonathan Lovatt-Young
Experience Strategist

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Frequently Asked Questions

How long do I have access to the course materials?

You can view and review the lecture materials indefinitely, like an on-demand channel.

Can I take my courses with me wherever I go?

Definitely! If you have an internet connection, courses on Udemy are available on any device at any time. If you don’t have an internet connection, some instructors also let their students download course lectures. That’s up to the instructor though, so make sure you get on their good side!