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
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Certificate Program 6