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Customer Insight Training

Wealden District Council have kick started their Drive to Digital programme with our customer insight training on user research and customer journey mapping.

SDS recently delivered two live and interactive courses on user research and customer journey mapping for Wealden District Council staff via MS Teams.

Together we explored why gaining a deep understanding of our customers is so important when designing and building services.

We covered the fundamentals of user research – what it is, why we do it and when to do it.

Then, following a live demonstration, we split into groups and everyone had a go at an interview, using the techniques of open questions, active listening, and empathy to help customers tell their story.

We also looked at different ways of recording, analysing, and sharing findings from interviews. In our groups we created user stories and identified user needs.

We finished by using some freely available templates to turn these user stories and user needs into customer journey maps.

Feedback from the course has been great. Staff at Wealden are looking forward to using what they learnt to carry out research with their customers and help to design customer focused digital services.

“Interesting and thought provoking, reminds you to think customer, not process. I left feeling very positive and am looking forward to using it.”

“This workshop is incredibly refreshing as it seeks to remind us that customer experience is as important as Council processes are when designing Council services. A MUST for anyone involved in this aspect of work.”

If you are interested in this customer insight training, or any of our training courses, please do get in touch.