Understanding your users makes a difference in whether a product or project succeeds, even more so as the public sector increasingly delivers its services remotely. User Experience (UX) is the process of designing the interaction between the end-users and your product, ensuring the best experience and improving your reach and efficiency.

Host this In-House course for your teams to improve service design and interact with users inside and outside your public sector organisation. Take back to your organisation standard practices and internal guideline to create a consistent user experience across your projects and services. Understand how your product works and your end-users interact with it. Implement insights from user research into operational practice and decision-making.

Renew your knowledge and gain the tools to grow and develop your research practice and ensure digital inclusion so that services achieve their outcomes. Combine theory and practice and learn how to improve your service-delivery and retain your customers in this specifically designed interactive virtual course.

Learning Outcomes

  • Understand the impact of user experience on your business and product
  • Identify key approaches, attitudes, and processes elements necessary for sustainable UX design
  • Gain valuable insights on how to engage with your users at all stages
  • Learn about information architecture and the importance of good structure for usability
All the Understanding ModernGov courses are Continuing Professional Development (CPD) certified, with signed certificates available upon request for event.

Enquire About In-House Training

To speak to someone about a bespoke training programme, please contact us:
0800 542 9414
[email protected]


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09:45 - 10:00

Ice-breaker and Clarifications of Learning Objectives

10:00 - 10:45

Building Your Strategy: What We Know About Users

  • Understand what their goals, behaviours and context are
  • Users’ needs and the hierarchy of needs
  • Create mental models and understand the science behind UX
10:45 - 11:00

Morning Break

11:00 - 12:00

Planning Your Research: What Makes Good Research

  • Refresh your knowledge on the different types of research: desk-based, qualitative, quantitative
  • Establish a structured approach: choose your method
  • Conducting remote research and considering people needs: tools and tips
  • Make your research inclusive: why diversity of experiences and unconscious bias matter
12:00 - 12:45


12:45 - 13:00

Reflection Session

13:00 - 14:00

Designing Your Product: From Data to Design

  • Going from the general to the specific: interpreting results and identifying patterns
  • Avoiding a poorly designed model: adapt to users’ actions and conduct an in-depth analysis
  • Variation in feature set design: site map and screen flow according to your users and medium (web v. mobile)
14:00 - 15:00

Gathering Insights: Optimization Through Solid Structure and Organisation

  • Adjusting your content & design: mental models v. concept models
  • Balancing users desires and needs: information hierarchy and interactive flow
  • Continuous improvement: research as an iteration process and long-term strategy
15:00 - 15:15

Afternoon Break

15:15 - 16:00

Testing Your Product: Planning Your Approach for Better Results

  • Listening to your users – establish your sources of information
  • Toolkit: profiling users and writing your test script
  • Recruiting participants: dos and don’ts
  • Running a workshop face-to-face and remotely: tools and tips
16:00 - 16:15

Round-up and Key Takeaways