This course teaches you how to plan, conduct, and apply customer experience (CX) research to support confident decision-making. You will explore how to choose research methods, recruit participants, conduct ethical research, and turn findings into shared knowledge. The course emphasizes building CX research as a cumulative, ongoing practice.

Performance Objectives: After completing this class, you should be able to:

• Identify what to measure or learn to improve customer experience.
• Select CX research methods and understand the data they produce.
• Write and prioritize effective research questions.
• Plan and conduct inclusive, ethical research.
• Analyze and synthesize findings into meaningful insights.
• Share and maintain CX knowledge over time.

Prerequisites: You should complete Foundations of Human-Centered Design and Customer Experience or have the same level of knowledge about HCD and CX principles, before enrolling in this course.

Intended Audience: Anyone seeking to improve usability, accessibility, efficiency, and overall experiences for both internal and external customers.

Sales Tax Notice: Effective October 1, 2025
In accordance with Washington State law (ESSB 5814), sales tax will be applied to all training services. In addition to the course cost, sales tax will be calculated based on your agency's location and added to your final invoice after the class is completed.