Today we're demystifying common tech jargon and using it to make sure your course or group program is the best it can be.
Watch or read below for the deets!
As I mentioned a few days ago, there are a lot of steps involved when you're creating a course or a group program. They're not hard, but it's super important that you get them all.
I think UX is the perfect road map to start with, so today we’re talking about what UX is and why your course or group program depends on it!
User experience, specifically in the context of courses or group programs, can be broken down into two major parts:
Course Content: This is your actual lessons and modules, the thing that you're teaching.
The Purchase / Communication / Tech Part: the experience that takes place outside of learning the content that you're teaching.
"UX" is short for User Experience.
Your clients, your customers, your students - anybody that interacts with your course or your group program - those are your users. The experience is what it's like when they interact with that course or group program including all of the different stages that surround the program.
We want to work through each of the two categories, exactly as one of your users would experience them.
As I said, this refers to how all of your users will receive, absorb, and interact with the actual course content (your lessons) and what that process looks and feels like for them. It might be helpful for you to ask a few questions to figure this out:
Will people receive all of the content at once or are they going to receive a new lesson or module every day / week / month? (The latter is called a “drip” course.)
How is the content delivered to them? Are they going to get videos or audio lessons? PDF workbooks? Worksheets?
Will there be homework?
Will there be a live component? If there is, what does that look like? How is it delivered? Who's eligible to participate and how are you going to let them know about it?
Is there a way for people to ask you questions directly and or interact with the other people that are taking the program as well? If there is, what does that look like? Is there a Facebook group or a Slack community that they can utilize?
Once you answer a lot of these questions, you'll know exactly what you need to be creating for each of your lessons. You'll also have a much clearer idea of the tech systems you need in place to deliver everything according to plan.
Purchase / Communication / Tech
This pertains to:
Anything that happens leading up to the point that someone starts taking your course
Anything that happens outside of the learning process, while they're taking your course
Any follow-up that happens after the course is over
How you manage any of these details behind the scenes.
For this part, you'll want to think through questions like
How and where do people pay? If you are offering payment plans, how are those managed? Are they automatic via your e-Commerce vendor or are you going to have to follow up manually?
How and when are you going to get your money? (Working through PayPal or Stripe usually allows you to get your money immediately, but it might require you to pay for a third party integration. If you use the e-Commerce platform included with your course host, some of them will only pay you every six to eight weeks.)
What emails are sent after someone buys? Where are they coming from? How many are there? What kind of information do they include?
What kind of tech support is available? Who's responsible for maintaining that and how is it communicated to your customers that that's who they should contact and how to do it?
What kind of follow-up is somebody going to receive while they're going through their course or after they've completed it?
This second piece is much more tech heavy than the first, but it's also super important. It's so important that it can affect your current or future enrollment rates!
That’s because if it's really hard to pay you, you're going to wind up with a couple people (at least) that say, "This is too hard. Never mind." Or, if accessing materials and using with the course is hard or clunky, it's not going to leave people with a great taste. They won’t be as likely to come back for something more from you.
When you're putting together a course or a group program, having the right content and the smarts to teach it effectively is absolutely essential, but it's not the only thing. You've got to make sure the user experience that is smooth and easy so that everyone who enrolls in your program wants to keep coming back for more.