User Experience diploma
In February 2026, I graduated with a Professional Diploma in User Experience Design (87%, SCQF Level 8) from the User Experience Design Institute in association with Glasgow Caledonian University. This is an overview of my project.
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The brief
Develop a desktop booking experience for a hotel stay, from initial search through to reservation.
01: Research
Samples from my competitive benchmarking
exercise and the user testing session I ran.
I began with competitive benchmarking, choosing four sites at opposite ends of the market for maximum contrast: a mass-market booking platform, an upmarket curated hotel collection, a budget hotel that made a virtue of its flaws, and a luxury Parisian hotel. The spread revealed how different audiences shape everything from information architecture to tone of voice. Yet, the booking process is the same, regardless of budget or taste.
For user testing, I wrote impartial, non-leading questions designed to draw out detailed responses, and ran sessions over Zoom so I could record them for reference/evidence. The most striking finding came from note-taking on pre-recorded sessions: every user complained about having to scroll, yet every one scrolled compulsively around every page, whether they'd been asked to find something specific or not. This gap between what people say, and what they say they do, had an impact on my assignment.
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