DDat Profession Capability Framework Training – User Research and User-Centred Service Design
This is an in-house training course. For further information and pricing contact [email protected] or phone on +44 20 7661 7817.
Global Government Forum, as part of Pendragon International Media Ltd, have been named as a supplier on Crown Commercial Service’s Learning & Training Services DPS Framework. All our Learning and Training services are included in the framework.
Crown Commercial Service supports the public sector to achieve maximum commercial value when procuring common goods and services.
Course Overview
Understanding User Centred Design (UCD) is critical to leverage the potential of Digital Service delivery. This course introduces the key concepts of UCD and covers in detail the role of the user researcher, and also discusses how user researchers and service designers work together to deliver high-performing services. It explains how UCD is used at different points in digital delivery and operation to ensure services that delight users and maximise value for your organisation. It explains how working with users at the centre of delivery reduces risk and minimises waste and lost time.
Who is this seminar designed for?
The seminar is designed for all of those involved in a digital service delivery team, but in particular focuses on those looking to undertake the role of user researcher.
How will you benefit from attending?
You will be confident that you understand the concepts around user centred design, user research and service design in the context of digital services operation. You will understand the skills needed to undertake user research on a digital service. You will be able to identify common pitfalls and challenges that are encountered while undertaking user research on a digital service. You will understand core service design concepts and how and when these are undertaken in a digital service design and delivery.
Learning Outcomes
You will understand:
- What the role of the User Researcher does in the context of a government digital service
- How a user researcher will work within a digital delivery team.
- How user research activities fit into the digital delivery lifecycle and iterative delivery.
- How user research relates and interacts with service design activities.
- The basic techniques used in modern user research including both qualitative and quantitative approaches.
- The core techniques of observational user research and contextual inquiry.
- How to use modern online services to assist with user research.
- Best practice in the presentation of user research results.
Agenda
Day One
Start Session One: Introduction to the role of user researcher
- Understanding user needs
- Why do user research?
- Why you are not the user
- The user researcher in the digital team
Discussion
Break
Session Two: Overview of quantitative and qualitative approaches
- Understanding common quantitative and qualitative methods
- How methods change through the digital service lifecycle
- Choosing appropriate methods for different situations
Discussion
Lunch
Session Three: User centred design in iterative delivery
- Including user research in agile workflows
- User flows, journey mapping and service design. Pain points/opportunities.
- Working in the open
- Content design
- Participatory and co-design
- When is enough user research?
Discussion
Break
Session Four: The role of the user researcher in detail
- User interviews and observational research.
- Affinity sorting
- Surveys, remote and distributed research
- Finding your users.
Discussion
Break
Day Two
Session Five: Further techniques of user research
- Personas, archetypes and mindsets
- Participatory and co-design
- Providing research with maximum impact
- Playing back findings effectively
Discussion
Break
Session Six: Data, analytics and metrics
- Measurement and analytics overview
- Performance analytics, a/b testing and funnel analysis
- Collating analytics and user feedback
Discussion
Lunch
Session Seven: Prototyping
- Prototyping in the alpha phase and beyond
- Prototyping tools
- Pitfalls of prototyping
Discussion
Break
Session Eight: Considering next steps
- Summary and thinking forward
Final questions and discussion
Close
This is an in-house training course. For further information and pricing contact [email protected] or phone on +44 20 7661 7817.
Crown Commercial Service supports the public sector to achieve maximum commercial value when procuring common goods and services.
