UX Research & Customer Empathy
Two days to learn how to find information where it lives: with your customers. Interviews, observation, testing: you practise user research methods. Then you learn to turn them into personas, customer journeys and insights the whole team can use. The goal: to base your decisions on what your customers truly experience.
The problems you recognise
Course content
MODULE 1
Explore needs
Learn the different techniques to gather your customers’ needs and expectations, identify areas for improvement and spot opportunities for innovation: preparing and conducting customer interviews, field and online observation, immersion. Tools are presented, followed by practical exercises between participants.
Tools practised:
Customer interview guide · Empathy interview · Field observation · Immersion
MODULE 2
Test
Once an idea, a concept or a page has taken shape, learn to test it with the right technique for what you want to validate: the 5-second test to check that a homepage or website communicates its value proposition at a glance; the classic user test to observe how someone interacts with a product, interface or prototype; and concept testing to validate interest in an idea or offer before developing it.
Tools practised:
User testing · Concept testing · 5-second test
MODULE 3
Synthesise
Learn to structure what you have observed and tested into formats the whole team can use: personas that embody typical profiles, empathy maps to visualise thoughts and frustrations, and a customer journey to spot key moments of friction or satisfaction. AI tools can speed up sorting through a large volume of interviews, but fine-grained interpretation remains a skill you learn to master yourself.
Tools practised:
Persona · Empathy map · Customer journey · AI tools for interview synthesis
What you gain
A complete research toolkit
You master the key UX research techniques to gather, analyse and activate customer knowledge at every stage of a project.
Actionable insights
You learn to synthesise what you observe into usable personas, empathy maps and customer journeys.
Autonomy in the field
You leave able to run your own interviews, observations and tests.
Format & logistics
Ideally an even number
Who is it for?
Frequently asked questions
What is the difference between UX research and traditional market research?
Market research looks at who buys and at what scale: it analyses sector trends, competition, market size and stated intentions (through quantitative surveys or panels). It validates the economic viability of an offer.
UX research (user research) looks at how and why people use a product or service: it observes real behaviour, cognitive blockers and emotions experienced in context (through user testing, in-depth interviews or usage journeys). It ensures the experience is usable and relevant.
In short: market research checks whether there is demand; UX research makes sure the proposed solution meets it without friction.
Do you need access to real customers to take this course?
No. Practical exercises take place between participants. If the two days are spread out, you will practise in your real context between sessions.
Can AI be used to analyse interviews?
Yes, as a complement: to summarise, transcribe or spot trends across a large volume of interviews. But fine-grained interpretation, the kind that captures nuance and what is left unsaid, remains human work that this course teaches you to do yourself.
Want to understand your customers better?
Get in touch to organise this training course in your organisation.
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