Introduction to UX and User Journey Mapping

In this masterclass led by Dr. James Branchand industry expert James Chudley participants will delve into the invaluable benefits that user experience (UX) can bring to their businesses or organisations. Tailored for Cornwall-based businesses, this session will unveil the power of UX through the lens of journey mapping—a vital tool for assessing how well products or services align with business needs and user expectations. Throughout the session, attendees will: 

• Discover how understanding customer interactions can optimize overall service delivery, leading to enhanced customer satisfaction. 

• Learn techniques for refining product or service offerings based on deep insights into customer needs, behaviours, and pain points. 

• Gain strategic insights into designing and refining customer experiences to drive business growth. 

• Identify opportunities to reduce friction, enhance customer satisfaction, loyalty, and retention by mapping out and optimizing every step of the customer journey. 

By the session's end, participants will have produced an initial version of a journey map, offering a visually compelling and accessible summary of user behaviour. This living document will serve as a strategic asset, enabling businesses to: 

• Identify areas for future user research, ensuring ongoing alignment with customer needs. 

• Prioritize improvements and innovation opportunities to stay ahead in the market. 

• Align stakeholders around common goals and vision, fostering collaboration and buy-in. 

• Empower team members to focus on customer needs, driving continuous improvement and innovation. 

Moreover, attendees will have the opportunity for informal networking following the session. Additionally, participants can opt for a one-to-one session with the host to delve deeper into specific topics. Led by James, a senior lecturer in design strategy at Falmouth University, renowned for his expertise in UX design education, this masterclass promises invaluable insights tailored to drive tangible business outcomes and growth. 
 
About the hosts: 

Dr James Branch is a senior lecturer in design strategy at Falmouth University.?He recently completed a PhD focussed on UX design education at Loughborough University. James has taught on the MSc UX Design programme at Kingston University, the MA UX Design online course at Falmouth. 
 
James Chudley has been working as a design professional for 25 years and is an Experience Director at cxpartners, a user-centred design consultancy that is part of Sopra Steria. His experience spans the gamut of design practice from shaping projects and leading programmes of work to leading the delivering of user-centred research, strategy and design work for clients such as Google, Spotify, Aardman, NHS England, BBC, Expedia, Hotels.com and Virgin Trains. 

 This project is [funded/part-funded] by the UK Government through the UK Shared Prosperity Fund.