Author: Michelle McCausland

This page contains the notes taken from the UX training course “UX Foundation Online” provided by UXTraining.com

Triangulation

• using multiple datasources to retrieve more accurate data / results
• Finding patterns

Affinity Diagrams

• Structure unstructured data retrieved during research

1. Share all research and give people time to digest
2. Everyone has pens and post it notes
3. Be descriptive
4. In silence for now
5. Place post its on the wall
6. As a team, group items
7. Encourage discussion
8. Name each group

• Buy in, encouage team inclusivity.

Customer Journey Map

• Diagram that represents a customer's experience as they interact with the software.
• Break up tasks into columns for each step in the journey.

For each column:

1. Goals
2. Behaviors
3. Context
4. Pain Points
5. Mental Model

• Identify if positive / negative experience per state
• All based on patterns when analysing research data
• Highly structured / easy to understand output
• Represents customer's point of view

Personas

• Builds empathy
• Specific not general
• Objective Data

Pitfalls of personas:

• Fictional data can be exploited - keep to a minimum
• Created without research - do your research!
• Don't always have the intended effect

Customer Value Curve

• Provides competitive analysis
• What matters to customers
• The quality of offering
• Each curve represents customer