In Module 3, I learned the importance of analysing research data and the most effective techniques for doing so. I recognise that data analysis is a necessary step that enables us to accurately articulate the problems experienced by users.

This module explores the concept of triangulation – using multiple sources of data to more clearly understand the problems to be solved. One data source just isn’t sufficient and you’ll, more often than not, end up relying on your own assumptions.

I learned how to prepare and facilitate an affinity diagram/mapping session, as well as how to prepare a customer journey map and customer value curve. I recognise their importance in capturing user goals and behaviours. I also delved into user personas and explored the pros and cons of this technique.

Topics included in Module 3

• Triangulation

• Affinity diagrams

• Customer journey map

• Personas

• Customer value curve