Ultimate Guide To Ux

Get a job in UX and build your user research and UX design skills with this hands-on user experience training course.

Last updated 2022-01-10 | 4.6

- Bake UX into your workflow by following a proven
- user centred design framework.
- Plan field visits and user interviews to uncover user needs.
- Moderate a usability test and prioritise the observations.

What you'll learn

Bake UX into your workflow by following a proven
user centred design framework.
Plan field visits and user interviews to uncover user needs.
Moderate a usability test and prioritise the observations.
Create personas
user stories
red routes and user journey maps.
Uncover and describe users’ mental models.
Choose appropriate schemes for classifying and organising information.
Design and conduct online and offline card sorting sessions.
Select appropriate user interface design patterns.
Develop cheap
throwaway prototypes to get quick and frequent feedback from your users.
Create user interface designs that exploit universal principles of visual design.
Design usability tests to measure time on task
success rate and user satisfaction.
Evaluate the usability of systems by applying usability heuristics.
Prepare for the BCS Foundation Certificate in User Experience.

* Requirements

* You don't need a background in user experience
* design or coding to take this course.
* This is an in-depth course. If you allocate 60-90 mins a day
* and do all of the activities
* it will take 2-3 weeks to complete.

Description

  • Bake UX into your workflow by following a proven, user centred design framework.
  • Plan field visits and user interviews to uncover user needs.
  • Moderate a usability test and prioritise the observations.
  • Create personas, user stories, red routes and user journey maps.
  • Uncover and describe users’ mental models.
  • Choose appropriate schemes for classifying and organising information.
  • Design and conduct online and offline card sorting sessions.
  • Select appropriate user interface design patterns.
  • Develop cheap, throwaway prototypes to get quick and frequent feedback from your users.
  • Create user interface designs that exploit universal principles of visual design.
  • Design usability tests to measure time on task, success rate and user satisfaction.
  • Evaluate the usability of systems by applying usability heuristics.
  • Prepare for the BCS Foundation Certificate in User Experience.

Course content

12 sections • 166 lectures

Welcome Preview 02:52

Let's get to know each other.

Course Objectives Preview 05:35

Let me tell you about the objectives of the training and what it is that we’re going to be covering.

Student Workbook and Download Pack Preview 00:15

This pack contains:

  • An 81-page student workbook packed with design exercises, tutorials on UX methods, templates to record user research observations and stencils for UI prototypes.

  • A written transcript of every lecture. Comprising 231 pages and 89,236 words, this document is useful if English isn’t your native language, if you are hard of hearing or if you just want a readable and searchable version of the course.

  • A 417 page slide deck containing every slide I show on the course.

Resources Preview 05:44

Here are two resources for the course that you need to know about.

The business benefits of user experience Preview 05:28

Before we do a deep dive into user experience, let's cover the reasons why user experience matters so much at the moment.

What is Usability? Product evaluation activity Preview 03:18

This is a fun design activity to get us started.

Can openers - Demonstration Preview 01:35

This video demonstrates the products that I want you to evalaute.

Can openers - User Research Preview 05:52

Let's look at some user research for these products.

Can openers - Debrief Preview 08:24

This activity teaches us that it’s not about the product. It’s about the experience of using the product.

The 6 Rules of Usability Preview 06:51

In this lecture, we review 6 key principles of user experience.

ISO 9241 - A standard for usability Preview 03:18

Did you know that there was an international standard of usability and user experience? Well, you do now.

The Course Roadmap Preview 05:06

Here is what we'll be covering in the course in 5 minutes.

Guiding Principles

Don't skip this lecture Preview 03:31

Online training is difficult. It’s not like being in a class where you just turn up. You’ve taken a big step in getting this far. I want you to finish the course, so here are three ways you can continue your good work.

Introduction to Section 2 Preview 01:17

How usability depends on the “context of use” Preview 08:20

This lecture explains why context is so crucial to designing a good user experience. We also review why, if you're a member of a design team, you are not representative of the target audience. 

What is a browser? Preview 02:32

If we asked 50 people this question: “What is a browser?”, how many people do you think would give us a correct answer? Does this video challenge your views of how "ordinary" people think about technology?

Copyright belongs to Ji Lee who uploaded it to YouTube. The original file is here: https://www.youtube.com/watch?v=o4MwTvtyrUQ

What do users want? Preview 06:23

The first rule of finding out what people want is: Don’t ask people what they want.

An introduction to contextual inquiry Preview 08:26

There are many ways of getting an understanding of your users' context. Here we cover one of the more useful techniques: contextual inquiry. This technique lets you penetrate deep into the world of your users and discover what it is that they actually want to do with your system.

The Remote Control - Activity Preview 05:02

Imagine you work for a company developing a new user interface for a home entertainment system.

You’re going to visit a customer to see how the existing system is used.

After you’ve watched the video, list 5 things you learnt from observing the user in context.

The Remote Control - Debrief Preview 03:12

Here are my observations.

Practical field visits, step 1 - Users Preview 02:28

Great field researchers demonstrate 5 key behaviours. Let's review each of those behaviours in turn.

Further reading

Practical field visits, step 2 - Focus Preview 04:36

The second habit I see in great user researchers is they agree the focus of the field visit long before they leave the office.

Practical field visits, step 3 - Recording Preview 05:57

The next habit I see in great user researchers is that they record the sessions.

Practical field visits, step 4 - Notetaking Preview 05:49

The next habit I see in great user researchers is that they take great notes.

Practical field visits, step 5 - Affinity Diagramming and User Story Mapping Preview 05:50

One final habit I see in great user researchers is that they know how to analyse the data.

Presenting results as empathy maps and storyboards Preview 01:52

The user journey map is just one way you can present your results. Let’s quickly look at some other methods.

Guerrilla techniques for user research Preview 05:08

There are some situations where contextual inquiry might be problematic, so here I talk about some other methods. These aren’t replacements for contextual inquiry, but if you can’t do anything, you can at least do these.

Three myths about field visits Preview 02:58

Three myths about this kind of user research that you might hear.

User research

Introduction to Section 3 Preview 00:45

Why the average user doesn't exist Preview 07:17

Real users aren’t elastic. They’ve got specific requirements based on their goals, capabilities and contexts.

Introduction to Personas Preview 09:30

Does your web site suffer from 'elastic user' syndrome, where you give equal value to every possible user doing every possible task? In this lecture, I explain why “Something for Everybody” means “Everything for Nobody”.

Walkthrough of a persona case study Preview 04:41

Let's look at a case study where we are designing a mobile app aimed at walkers (hikers). How would we go about developing personas for this application? 

Walkthrough of a persona case, continued Preview 05:59

Let's review how we might analyse the data from this field visit.

The benefits of personas Preview 02:30

There are four main benefits of personas:

  1. Personas make assumptions about users explicit.
  2. Personas place the emphasis on specific users rather than “everyone”.
  3. In limiting our choices, personas help us make better design decisions.
  4. Personas help the design and development team gain a shared understanding of users.

The pitfalls of personas Preview 05:56

I wanted to turn now to look at some of the pitfalls to avoid when we’re developing personas.

Publicising your personas Preview 03:39

Let's look at some ways that I’ve seen personas publicised within organisations, so that you can decide which approach would work well for you and your organisation.

The 7-step persona checklist Preview 04:50

Here’s a checklist you can use to decide whether or not your persona cuts the mustard. I’ve used the acronym PERSONA to remind you about the things that you should look out for.

Illustrating the context of use

Introduction to the Design Activities Preview 02:41

Practice your user research and design skills by completing five real-world sample projects. As you work through each project, you’ll master the full range of research and design activities that user experience professionals carry out day-to-day.

Find My Pet Preview 02:39

Find my pet: a product that allows people to track down wayward pets who have got lost.

Citizen Journalist Preview 02:31

The Citizen Journalist: a system that will allow ordinary people to film events, take photographs, write a story and create a crowdsourced, online newspaper.

Digital Postcard Preview 03:11

The Digital Postcard, an app that will allow users to create and send their own postcard, either by using a photograph they have taken on their phone, or by selecting a professionally taken image of a local beauty spot.

Gift Giver Preview 03:59

Gift Giver, a gift recommendation system based on an extremely accurate product recommendation technology.

Tomorrow's Shopping Cart Preview 03:28

Tomorrow’s shopping cart: a device that lets customers find any product in a supermarket.

Design activity research briefing Preview 04:11

Speak with a minimum of 5 users to find out:

  • Is there a need for this system?
  • If not, how can you change it so that it meets a need?
  • Who are are the main user groups?
  • What day-to-day activities do they engage in that’s related to the product?
  • What is the workflow (the sequence of activities)?

Make sure you actually observe people, don’t just interview them.

Don’t overthink this activity. Just get out and speak to some users!

Persona Groups Briefing Preview 01:34

What different groups of users did you identify? Use the template in your workbook to identify the groups.

Persona Creation Briefing Preview 05:23

To do this activity, you'll need a sheet of flip chart paper, some Sharpies and a pack of sticky notes. You will create a persona for ONE of your user groups that will include:

  • A sketch: Show the persona’s context, with a quotation stating the main user need.
  • Facts: Descriptive demographic information about your persona.
  • Behaviours: How is the persona solving their problem now?
  • Needs and goals: What does your persona want to accomplish?

Student work examples - Personas Preview 14 pages

Compare your work with what other students have done on these same projects.

Introduction to Section 5 Preview 00:42

Red Routes, or why featuritis doesn't work Preview 04:20

A common design mistake is to assume the design should always be made as flexible as possible. Flexibility has costs in terms of decreased efficiency, added complexity, increased time, and money for development. A focus on users tasks can help us enormously.

The What and Why of Red Routes Preview 07:46

Thinking in terms of the user’s need helps us design much better user interfaces because they prevent us from becoming too implementation focused in our thinking.

The Flexibility - Usability Trade off Preview 05:06

Flexible designs are, by definition, more complex that inflexible designs. And as a result they are generally more difficult to use. So, for example, a Swiss army knife has many tools that increase its flexibility, but these tools are less usable and less efficient than a specialised device that just has the individual tool.

Prioritising red routes Preview 03:59

So how do you go about identifying red routes? One approach is to identify the frequent and critical tasks.

Red Routes — Quick Activity Preview 02:38

In 5 minutes, brainstorm 5 red routes for ONE of the following:

  • An application that lets you back up your computer over the Internet
  • A presentation app (like PowerPoint) that runs on a mobile phone
  • An application to help you calculate your taxes
  • An application that lets you read online magazines on a tablet device, like an iPad

Student work examples - Red Routes Preview 14 pages

Compare your work with what other students have done on these same projects.

How to build bulletproof user stories for agile Preview 07:58

People approach red routes differently based on the context of use. So we need to embed some of the user's context into the red route. We do this by creating user stories.

Testing a user story Preview 02:00

How do you test a user story to see if it’s any good? Here are four questions you can ask of your user story.

Student work examples - User Stories Preview 13 pages

Compare your work with what other students have done on these same projects.

Red routes and user stories

Introduction to Section 6 Preview 00:38

Introduction to Lean UX Preview 03:45

How does your company measure the success of its products and services? Are product teams judged on how easy their products are to use or on how fast the products are completed? You might not think that user experience can be measured, but it can. Here's how.

Problem and Solution Hypothesis Testing Preview 05:32

I want to distinguish between two kinds of hypothesis. The first is the “problem hypothesis”. It’s our assumption about the user need. We need to check this.

The second is the “solution hypothesis”. This is our design that we think meets the user need. We need to check this too. Let’s begin with the problem hypothesis.

Defining and measuring usability Preview 03:01

Usability: The extent to which a product can be used by specified users to achieve specified goals with effectiveness, efficiency and satisfaction in a specified context of use.

Measuring Effectiveness Preview 04:25

The ISO definition of usability gives us three measures that we can use to assess the usability of our web site. In this lecture we show how to unpack the definition of usability and apply it to usability measurement.

Measuring Efficiency Preview 03:43

Our second component of usability is efficiency. Let’s look at how we can measure efficiency.

Measuring Satisfaction Preview 02:53

The third component of usability is satisfaction. How do you measure user satisfaction?

The Usability Dashboard Preview 05:30

Let me show you a real example from a project that I worked on where we can put our usability measures together and create a dashboard that we can use to measure progress

Measuring usability

Introduction to Section 7 Preview 01:01

Introduction - The Elements of User Experience Preview 02:22

Let me introduce you to a diagram that’s been very influential in the field of user experience. It was created by Jesse James Garrett.

Introduction to information architecture Preview 06:12

In this lecture, we introduce the topic of Information Architecture (IA) and show that it is about SMOLF-ing information: structuring, managing, organising, labeling and finding information.

LATCH - The 5 Hat Racks for organising information Preview 08:14

Richard Saul Wurman wrote a book called “Information Anxiety”. In it, he introduced the idea of the 5 hatracks: the 5 ways that you can organise any kind of information: location, alphabet, time, category or hierarchy. Let's look at how to use each of these organisational schemes.

LATCH - Case Study using BBC iPlayer Preview 03:04

BBC iPlayer serves as an interesting case study because they use of all these organisational schemes in their interface.

Introduction to card sorting Preview 07:49

The hardest kind of information to organise is category information as you don’t know the categories that people use. In this case, card sorting is the technique to use. In this lecture, we describe how to run a card sort.

Demonstration of an online card sort Preview 03:20

This lecture shows a screencast of an online card sort in progress, so you can see how it works. You can take part in the study via this link: https://demo.optimalworkshop.com/optimalsort/webusability

Card sorting data analysis Preview 02:40

How do you analyse the data from a card sort?

Card sorting analysis example Preview 04:29

You analyse card sort data with agglomerative monothetic clustering. It sounds complicated, but conceptually it's quite straightforward. In this lecture, we describe this analysis method. You can play with the analysis tool here: https://demo.optimalworkshop.com/optimalsort/shared-results/webusability

Semantic matches and faceted navigation Preview 03:45

Faceted navigation is a way to improve the findability of information in many systems, particularly those with large collections of products or documents.

Trigger words Preview 06:49

Trigger words are the words and phrases that make people click on links. Information architecture is also about labelling: the labels that we use for things in our interface.

Information Architecture

Introduction to Section 8 Preview 01:31

Mental models, conceptual models, affordances and signifiers Preview 07:01

If you understand your users’ mental models, you'll find it much easier to organise and structure information in a way that makes sense to them. But what do we mean by "mental models" and how can using metaphors in our design help and hinder?

Some examples of mental models Preview 05:25

Let me interview you so I can uncover your mental model of the way an ATM machine works.

Skeuomorphic versus Flat design Preview 05:05

With iOS7 and beyond, Apple responded to the criticism of skeuomorphic design by redesigning the interface using a more flat aesthetic. The argument is that digital constructs have, in many cases, become more culturally relevant than analog ones, so people may actually learn them more quickly.

User interface design patterns and consistency Preview 06:23

You’d know a spreadsheet anywhere — formula bar at the top, grid below — no matter what company made it. Or an e-mail program, a word processor or a Web browser. I’m going to call these things “idioms” or if you prefer “design patterns”.

Progressive disclosure Preview 05:22

Progressive disclosure is a fundamental principle of interaction design that allows you to simplify your user interface. It exploits a basic law of psychology known as Hick’s Law, but I like to think of it as a reverse strip tease. Here's why.

Choosing the correct user interface control Preview 04:55

Basic user interface controls like radio buttons, checkboxes, scrollbars etc — are the building blocks of a design's "language". Here's how to use these controls correctly.

Checkboxes, radio buttons and Fitts' Law Preview 08:05

One of the problems with small controls is that they fall foul of Fitts’ Law. According to Fitts’ law (named after the psychologist Paul M Fitts), the time required to rapidly move to a target is a function of the distance to and the size of the target.

The Drop Down Menu - The UI control of last resort? Preview 04:49

Why is Afghanistan always top in a country drop down menu?

Expectations about web page layout Preview 07:29

People have certain expectations about where objects will be in an interface. Let's look at web pages as an example.

Interaction Design

The Aesthetic Usability Effect and the Contrast Principle Preview 05:40

Visual design is often dismissed as eye candy. In fact, we can use four key principles of visual design to create more usable interfaces. These principles are Contrast, Repetition, Alignment and Proximity.

The Alignment Principle Preview 02:51

The whole point of the alignment principle is that nothing in your design should look as if it were placed there randomly. Every element should be connected visually via an invisible line.

The Principles of Repetition and Proximity Preview 04:52

The principle of repetition simply means reusing the same or similar elements throughout your design. The principle of proximity is about moving things closer or farther apart to achieve a more organised look.

Form redesign - Alignment Preview 03:22

In this lecture, I redesign a form using these principles of visual design. You'll get a lot more from this lecture if you make an attempt at fixing the form yourself before you view my changes.

Bluffers' Guide to Eye Tracking Preview 05:02

Eye tracking is the process of determining where someone is looking. It can also measure how someone moves their eye when scanning an object or looking at a web page.

Form redesign - Labels Preview 03:58

Form labels: should they be left aligned, right aligned or top aligned?

Form redesign - The Question Protocol Preview 05:48

Whenever you design a form, you need to make each question work hard to be admitted.

Form redesign - Trigger words and finishing touches Preview 03:07

As a general rule, avoid having the word ‘Submit’ on your submit button.

Visual Design

Introduction to paper prototyping Preview 04:20

Paper prototyping is one of the best methods we have of rapidly mocking up and testing our design idea with users. In this lecture, I explain what paper prototyping is (and what it isn't).

Examples of paper prototypes Preview 03:23

Here’s some examples of paper interfaces.

A paper prototype in action Preview 01:53

Watch this example of a paper prototype being used to test out an early design concept.

Copyright belongs to channy who uploaded this file to YouTube. You can view the original file here: https://www.youtube.com/watch?v=GrV2SZuRPv0

Getting the design right and getting the right design Preview 02:08

Another way that paper prototyping helps us is it prevents us from latching onto an early design solution. It encourages us to get the right design before you get the design right.

Paper prototyping's strengths and weaknesses Preview 03:11

Paper prototyping is fine for where we are at the moment in the design activity but it's not suitable for everything.

What's in a paper prototyping kit? Preview 04:56

Have you ever wondered what goes into a paper prototyping pack? Would you like to put your own pack together? This lecture shows you how to use the contents of your stationery cupboard to create paper interfaces.

Overview of electronic prototyping tools Preview 02:46

Once you get past the paper phase, there are dozens of electronic tools you can use for prototyping.

Prototyping activity - Briefing Preview 02:07

Develop a paper interface for your application based on one of your user stories and your primary persona. Your design should comprise a sequence of 4-6 screens (one screen per step).

Student Work Examples - Prototyping Preview 00:04

User Interface Prototyping

Introduction to Section 9 Preview 01:20

The 2 types of usability evaluation Preview 04:17

There are just two ways of evaluating user interfaces. Every evaluation technique falls into one or other of these categories.

Formative and Summative Usability Testing Preview 04:23

There are a few flavours of usability testing, but there are two main ones that I want to tease out. These are “formative tests” and “summative tests”.

Why 5 users is (usually) enough for a usability test Preview 04:05

How can we get away with just 5 users in a usability test? The answer is because we focus on behaviour rather than opinion but this has important consequences for how we run a usability test.

In-person and remote usability testing Preview 02:17

Before reviewing how to moderate a usability test, I wanted to mention the different ways that people tend to carry out formative usability tests.

Welcoming the participant and giving instructions Preview 04:36

One of the first steps in running a usability test is to explain to the participant about thinking aloud. You want participants to keep up a narrative that explains what they are looking for, where they are confused and any decisions they are making.

Getting participants to think aloud Preview 03:07

Thinking aloud comes easily to many people but some people struggle with the idea. For some people, thinking aloud is an odd thing to do, so I recommend that you get each participant to practice to check they understand the process.

Creating good usability test scenarios Preview 04:27

With your test scenarios, it takes some practice balancing not leading users on the one hand and not making the task too difficult on the other. Here are four questions you can ask of your test scenarios to see if they are any good.

Keeping a poker face and reminding participants to think aloud Preview 03:22

Sometimes it's hard being a usability test moderator. You need to make sure you keep a poker face.

This video makes the point in a humorous way.

Copyright belongs to Guy Collins Animation who uploaded the file to YouTube. You can view the original file here: https://www.youtube.com/watch?v=fa9DLxDtPtc

Roles in a usability test - moderator, computer and observer Preview 04:11

Testing a paper prototype is different to testing a live web site. This lecture explains the different roles.

Observations and interpretations Preview 02:21

A good observation is something you see or hear. It’s not your guess at what’s behind the problem, no matter how sure you are.

Prioritising usability problems Preview 06:00

You can use affinity sorting or a flowchart to prioritise usability problems.

Student Work Examples - Usability Testing Preview 00:04

Student Work Example: Video of a usability test for 'Find My Pet' Preview 08:17

This video shows an example of a student running a usability test of her 'Find My Pet' prototype.

Jakob Nielsen's Usability Heuristics Preview 04:33

In collaboration with Rolf Molich, Jakob Nielsen created 10 principles or "heuristics" you can use to evaluate your interface.

Visibility of system status Preview 01:53

Are users kept informed about system progress with appropriate feedback within reasonable time?

Match between system and the real world Preview 02:17

Does the system use concepts and language that’s familiar to the user rather than system oriented terms? Does the system speak the user’s language?

User control and freedom Preview 01:18

Can users do what they want, when they want?

Consistency and standards Preview 01:09

Do design elements such as objects and actions have the same meaning or effect in different situations?

Help users recognise, diagnose and recover from errors Preview 01:16

Provide good error messages.

Error prevention Preview 01:47

Can users be led to make an error that good design would prevent?

Recognition rather than recall Preview 01:59

Are design elements such as objects and actions visible? Does a user have to remember stuff from one part of the system to another?

Flexibility and efficiency of use Preview 01:25

Are tasks efficient and can users customise frequent actions or use shortcuts?

Aesthetic and minimalist design Preview 02:38

Do dialogues contain irrelevant or rarely needed information?

Help and documentation Preview 02:08

Is appropriate help information supplied and is the information easy to search and focused on the user’s task?

Why you need more than one reviewer Preview 02:08

You shouldn't just do a heuristic evaluation on your own — you need to have multiple evaluators. Here's why.

Web Accessibility Guidelines Preview 02:53

The Web Content Accessibility Guidelines are based around four key principles.

Usability Evaluation

Introduction to Section 10 Preview 01:34

How to convince your manager that UX matters Preview 06:16

It’s obvious from what you’ve learnt on this course that usability and UX make a lot of business sense. But trying to make usability happen in an organisation needs more than logical arguments.

Getting users for your first user research activity Preview 02:48

How do I get started with users? I know this can be a difficult prospect for people who work in an organisation that hasn’t done much user research in the past. So here are 5 tips for getting your users involved.

Building your UX career within your organisation Preview 03:34

I want to remind you to build your career. So here are some tips to help you build your career inside your company.

Creating a UX Portfolio Preview 04:22

So we’ve talked about building your career inside your company. How about building a career outside your company?

Student Work Example: Tomorrow's Shopping Cart Preview 00:04

Here's an example of how one student (Aaron Christopher) presented the results of his design activity as a portfolio entry.


Student Work Example: Gift Giver Preview 00:05

See how another student approached the Gift Giver project on this course and presented it as a portfolio entry. 

Student Work Examples: UX Portfolio Review Preview 57:49

Are your curious what a UX portfolio looks like? Do you want to know what makes a good portfolio? In this video, I review 6 different UX portfolios that people submitted to me through the course Facebook group. This is a long lecture (almost an hour) and pretty much a course in itself, so you only need to view this lecture if you are specifically interested in creating a UX portfolio.

What makes a great UX Portfolio? Learning points from the Portfolio review Preview 02:04

Here's a summary of the key points from the portfolio review. Use this as a checklist to evaluate your own portfolio.

Putting your knowledge into practice Preview 03:54

At the risk of sounding like Country Singer Loretta Lynn, we’ve come a long way baby.

Please give me your feedback on the course Preview 00:16

I hope you'll leave a review of the course in the Udemy interface but please also complete this short survey which provides more detailed feedback for me on what you liked and what can be improved.

Introduction to this section. Preview 00:45

FInd out what this section is about.

How can I identify the primary persona? Preview 02:40

I answer the question, "How can you know which persona is going to be the primary one?"

How do I determine a persona's key characteristics? Preview 02:01

I answer the question, "When creating personas, how are key characteristics determined?"

Which parts of the process can I skip? Preview 00:55

I answer the question, "With respect to the entire process, if management didn’t want to spend more resources on this, can you point to any parts of the process that you think developers can cheat (meaning, focus less time on) and still have success?"

I want a list of questions for my user interviews. Preview 03:12

I answer the question, "I want a list of questions for my user interviews."

How do you do contextual inquiry for a brand new product? Preview 02:46

I answer the question, "How do you do got about doing a contextual inquiry for a product that has no previous activity to base it upon. We're not emulating or replacing an existing process, our process is totally new."

How do you identify a user need? Preview 02:16

I answer the question, "How do you identify a user need?"

What's the best way to conduct user research with an existing product? Preview 02:03

I answer the question, "I’m trying to get clarity about the best way to conduct user research when a product or service already exists and you want to improve it."

What’s the difference between UX, customer experience and service design? Preview 02:38

I answer the question, "What’s the difference between user experience, customer experience and service design?"

Is it true that a 5 users will find 85% of the problems with a system? Preview 04:34

I answer the question, "Is it true that a usability test with 5 users will find 85% of the problems with a system?"

BCS Foundation Certificate in User Experience Sample Paper Preview 13 pages

BCS Foundation Certificate in User Experience Answers Preview 11 pages

WARNING! Don't view this document before taking the exam in the previous lecture.

How do I take the exam? Preview 00:25

Here's how to gain the BCS Foundation Certificate in UX.

Bonus lecture: Persona analysis with multiple behavioural dimensions Preview 04:29

Creating personas when you have just two behavioural dimensions is easy, but what do you do when your interviewees differ on several different behavioural dimensions?

Bonus download: The Fable of the User Centred Designer Preview 41 pages

"Once there was a bright young man who was looking for an effective designer. He wasn't looking for just any designer. He wanted to find a designer who could design complex technology that was simple to use." Follow a young man's journey as he discovers the three secrets of user-centred design.