Customer Experience Design — NPSx by Bain & Company

This certification is made up of one course containing nine lessons, with exercises after each one to help you apply your learnings in your day-to-day work. There will also be a final test to show your mastery of the subject.

All our courses have been carefully designed to engage you and your teams in three practical ways:

01 To learn the purpose of customer advocacy
02 To teach the fundamentals of CX
03 Help to lay the foundations for deep expertise across core CX disciplines

Expert level course

Expert level course

Quiz

Knowledge checks / quiz and final test

Certificate of completion

Certificate of completion

Self Transendence

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

1–3 hours, plus 90-minute final test

Assessment-46

Competency assessments

Learning objectives

Identify customer needs and embed user and customer empathy into the design process
Develop “North Star” future experiences linked to strategy
Test and pilot customer experience designs
Apply best practices and tried and tested approaches of design thinking to the product, journey, and experience redesign processes

Course

1

CX Design

Discover the four principles of design
Define problem statements by identifying “the who” and “the what”
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

Discover unmet needs

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

Envision the future

Envision the future

Come up with different solutions that might be useful to people

Storyboard the future

Storyboard the future

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

Index the requirements

Index the requirements

Create a user flow and turn your ideas into interactive mockups

Go prototype and test

Go Prototype and Test

Take your prototypes to your audience and get feedback

Note the learnings

Note the learnings

Take notes of insights and lessons learned from prototyping

NPSx training is for…

CX Practitioners and Teams

CX Practitioners and Teams

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

Subscribe to training for myself

Organizations

Organizations

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

Find out more about training for my team