Description
Digital products today compete on experience—not features alone. Customers interact with organisations across websites, mobile apps, physical touchpoints, customer support, marketing channels and post-purchase services. Delivering a seamless experience requires designers to think beyond individual screens and understand the complete customer journey.
This advanced programme equips experienced UI/UX Designers, Product Designers, Customer Experience Designers and Product Teams with practical frameworks to design end-to-end customer experiences that align user needs with business goals.
Participants will learn how to integrate Customer Experience (CX), User Experience (UX), Service Design, behavioural psychology, product strategy, customer journey mapping, usability metrics and AI-assisted design workflows to create products and services that improve customer satisfaction, engagement and business performance.
Learning Objectives
Upon completion of this programme, participants will be able to:
- Differentiate Customer Experience (CX), User Experience (UX) and Service Design.
- Map complete customer journeys across multiple touchpoints.
- Identify customer pain points and moments of truth.
- Apply behavioural psychology to improve customer decision-making.
- Design seamless omnichannel customer experiences.
- Prioritise UX improvements using business impact and customer value.
- Use customer research and analytics to support design decisions.
- Collaborate effectively with product managers, developers and business stakeholders.
- Apply AI tools to accelerate UX research, ideation, content creation and usability evaluation.
Suitable For
This programme is suitable for professionals and cross-functional teams responsible for designing, delivering or improving customer, user and service experiences.
- UX/UI Designers, UX Researchers and Service Designers
- Product Managers, Product Owners and Business Analysts
- Customer Experience, Customer Service and Operations teams
- Marketing, Sales and Digital Transformation teams
- Innovation teams, Managers and Business Leaders
No prior design background is required. The programme is suitable for both design and non-design professionals who want to create more customer-centric products, services and business experiences.
Key Contents
Module 1: UX vs CX vs Service Design
Module 2: Customer Journey Mapping
Module 3: Behavioural Psychology & Customer Decision Making
Module 4: UX Strategy
Module 5: Product Strategy for Designers
Module 6: Advanced UX Research
Module 7: Service Blueprinting
Module 8: AI for Customer Experience Designers
Module 9: Stakeholder Management
Module 10: Capstone Project
Deliverables:
- Customer Journey Map
- Service Blueprint
- Customer Experience Improvement Roadmap
- Success Metrics
- Executive Presentation
Methodology
- Interactive and Engaging Learning
- Video/Audio presentations
- Brain-friendly Interactive Lecture
- Practical Exercises
- Group Activities
- Role Play
- Case Studies
*Certificate will be provided.
*Training Materials will be provided.
*Training Method: Face To Face (Public)
*This course is convertible to online training upon request.
