Online Training
UX Masterclass
Elevate Your Customer’s Experience: Fundamentals in UX and Service Design
06 March 2025
9:00 AM - 5:00 PM AEDT
Next intake: 06 March 2025 | 9:00 AM - 5:00 PM AEDT
Overview
This intensive one-day course provides participants with a comprehensive understanding of customer experience (CX). You will gain a holistic view of CX, appreciating its importance and impact on business success. The course will cover the fundamentals of User Experience (UX) and Service Design, and how these elements collectively enhance the overall customer experience.
Participants will learn how UX and Service Design integrate to create seamless and engaging customer experiences. Additionally, you will develop skills to influence stakeholders by effectively capturing and representing the customer’s experience.
This is highly practical and hands on day intensive so come armed with your biggest customer pain points.
Learning Outcomes
Online Training
UX Masterclass
Session details
- Comprehensive Understanding of CX: Better understand its importance and business impact through holistic customer view.
- Learn the Fundamentals of UX and Service Design: Understand core principles such as usability, accessibility, service blueprinting, journey mapping, and touchpoint analysis.
- Hands-On Application: Apply real-world scenarios through activities and case studies to enhance customer experience, capturing and representing customer needs for key stakeholders.
Level: Fundamentals
No previous experience necessary
Key Sessions
This program runs from 9am to 5pm AEDT. We will have 3 breaks over the course of the day for morning tea (15mins), lunch (30mins) and afternoon tea (15mins).
- Definition and importance of CX
- Impact of CX on business success
- What is UX Design?
- Essentials of UI Design
- Practical exercises on UX design
- Understanding service design and its role in CX
- Service blueprinting
- Journey mapping
- Practical exercise: On service design
- Methods of user research
- Capturing and representing customer experiences
- Communicating customer needs to stakeholders
- Interactive session on user research techniques
Understanding the user
- Practical exercise: Conducting a user interview
Capturing the experience
- Practical exercise: Key methodologies the capture a user’s experience
Creating the Solution
- Practical exercise: Tools to illustrate the experience
Prototyping and Testing
- Practical exercise: Tools to prototype your idea
- Where do you currently sit as a human centered organisation?
- What are your challenges ?
- Recap of key learnings
- Q&A session
- Resources for further learning
Meet Your Facilitator
Carmine Mastrantone
Design Research Leader and Mentor
With over 18 years of diverse professional experience, I have honed a deep expertise in design research and user-centred design (UCD) methodologies.
My journey has equipped me with the skills to lead and inspire successful teams and individuals. Building on this foundation, I have dedicated myself to devising and facilitating UX training programs, successfully completing over 50 mentoring sessions to help designers excel in their careers.
Professionally, I have played a pivotal role in establishing new design research and experience design teams from the ground up. These roles have involved imparting essential skills and guidance to effectively apply UCD methodologies.
I have been fortunate to receive recognition for my work, winning a Good Design Award for design research in 2023. This accolade is a testament to my dedication and expertise.
I am passionate about sharing my practical experience and look forward to guiding my upcoming course participants in transforming UX design and research theory into impactful real-world applications.
Register Today
Join this training for professionals working within the Public Sector
Pay for individual courses
Extra Early Bird
Ends 13 Dec
$A 795
per person + tax $400 saving
Early Bird
Ends 24 Jan
$A 995
per person + tax $200 saving
Regular
Ends 5 Mar
$A 1195
per person + taxAdditional discounts are available for group registrations of 10 or more. For group or payment enquiries or custom training solutions, please contact [email protected]
Customised in-house options available for teams
Interested in any of our online trainings?
You can also choose to have them delivered in house. We will work closely with our inspiring session facilitators to tailor the content around the key development areas your team are prioritising, shape the learning outcomes around your core departmental challenges and make the most of your L&D and upskilling budget.
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