
Expert level course

Knowledge checks / quiz and final test

Certificate of completion
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Access to online CX community and course resources (with Premium Connect subscription)

1–3 hours, plus 90-minute final test

Competency assessments
Learning objectives
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Identify customer needs and embed user and customer empathy into the design process
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Develop “North Star” future experiences linked to strategy
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Test and pilot customer experience designs
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Apply best practices and tried and tested approaches of design thinking to the product, journey, and experience redesign processes
Course
1
CX Design
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Discover the four principles of design
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Define problem statements by identifying “the who” and “the what”
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Discover the D.E.S.I.G.N. process, a framework that helps to design (or redesign) a customer journey, process, digital interface, policy, or customer communication:

Discover unmet needs
Know the people you’re designing for, so you can understand their needs better

Envision the future
Come up with different solutions that might be useful to people

Storyboard the future
Develop a narrative that brings together several elements of a brainstorming session into something more

Index the requirements
Create a user flow and turn your ideas into interactive mockups

Go Prototype and Test
Take your prototypes to your audience and get feedback

Note the learnings
Take notes of insights and lessons learned from prototyping
NPSx training is for…

CX Practitioners and Teams
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Bain Certified CX Practitioner accreditation
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Seven full certification programs and capstone exam
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On-demand: start and access your training anytime, anywhere
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Timing: 1–3 hours per course
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Online ‘bite-sized’ content that caters to your busy schedule
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Access to CX professional level NPSx community, resources, and case studies
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Engaging, practical, and immersive experience
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Rigorous, in-depth content resulting in comprehensive understanding

Organizations
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Certificate of completion for all learners
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On-demand and cohort-based training
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Timing: 1–3 hours with flexible start / end dates for 100+ learners
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Engaging, practical, and immersive experience
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Access to NPSx community, resources, and case studies
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Branded and customized to your corporate goals
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Learner tracker and reporting
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Learning activation workshop options
