Understanding your customer and usability research

• Identifying user needs, behaviours, motivations and what they value in relation to online and mobile
• Creating a 'backlog' of functionality for the project based on user stories
• Preparing a benchmark document of competitors to define best and worst practice for online and mobile activity
• Usability research exercise

Mapping the experience, user flows and Information Architecture

• Customer journeys and journey mapping for online and mobile
• Identifying top tasks for the journeys they represent
• Creating user flows to illustrate the different persona needs for online and mobile
• Auditing Information Architecture (IA) for your website or mobile app

User-Centered Design (UCD)

• Assigning UX and design teams user stories from your backlog
• Interaction and visual design
• Principles of user-centered design and best practice
• Responsive design
• Designing for mobile: touchscreens, gestures, multiple operating systems

Wireframes and prototyping

• Preparing paper "low fidelity" wireframes
• Evolving coded "high fidelity" prototypes
• Why prototyping makes commercial sense and wins over stakeholders
• Preparing assets for prototyping

Optimising content and page composition

• Defining the purpose of the page
• Focus on user benefits and credibility
• Headlines, language and tone of voice
• Communicating the page messages

Testing the experience

• Adopting a culture or constant testing and iteration
• Overview of analytics tools: online, guerrilla testing, focus groups
• User testing and moderation techniques
• Best practice tips for website, mobile and tablet
• Adding to the development schedule
• Accessibility - touch on requirements