Title of education

User-centricity, features of "good" passage through the process

Users of our products and services today have a stronger impact on our business than ever before. This means that we need to better understand and listen to them: User feedback becomes a key building unit for continuous improvement. Companies that view user-centric activities in this way are freed from looking at data collection, user interface design, and usability testing as isolated processes. A proactive feedback and learning culture creates value for customers and users.

Content of the training:

Organizations, when offering/delivering their services/products, to a greater or lesser extent meet the expectations of their users.

Identifying different types of users, formally describing their expectations and then measuring the fulfilment of their expectations when implementing each request is the basis for making good reports/dashboards.

Only well-defined indicators will provide timely and complete information for making business decisions.

Education topics:

User Orientation Concept
Exercise: Door-to-door packages
Advantages and disadvantages of methods for collecting user requests
Method 5WHY?, method 5W+2H, description of process problem (problem statement)
Voice of Customers (VoC) and Voice of Business (VoB)
Critical to Quality (CTQ) and Critical to Business (CTB)
CTQ/CTB exercise in groups
Metrics used to measure business processes: business, process, consequential, financial metrics
How to identify a "good" metric?
Description of the project objective to improve the process
Output measurements matrix
Exercise: Application of the Output measurements matrix

Duration: 8h, 2 days

Lecturer: Gordan Krčelić, Juraj Dobrila University of Pula

Locations and dates: Mate Parlov Sports Centre, Galijotska ulica Pula

Part 1 of the training – 06/06/2024, 9 a.m. to 1 p.m.

Part 2 of the training – 11.06.2024, 9 a.m. to 1 p.m.

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