Course Description

Customer and User Experience Research are tools that organizations use to gain insights about their customer experience and the usability of their products, platforms and services. The key to excelling in this work is to understand people and this is why social science training is an asset for job seekers in these fields. This course will cover the language, logic and practices employed by market researchers to study human experiences of various kinds, such as customer, user, employee and brand experience. Industry relevant readings will focus on the ways that organizations can harness the power of knowledge about the customer journey and other human experiences to achieve their goals. They will also learn about many of the methods Customer and User Experience Researchers employ such as traditional techniques like survey research and focus groups, but also many newer strategies like diary/camera studies, card sorting and desirability studies. Students will be trained to add value both to for-profit organizations for maximizing return on investment as well as non-profits for enhancing community, changing social policies or delivering public services. Developing a customer centric mission is a key objective of most modern organizations. By taking this course students will learn to use research to achieve that objective in an evidence based fashion. May be repeated for a maximum of 6 credits.

Course Reviews

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