Online Training
UX Masterclass
Elevate Your Customer’s Experience: Fundamentals in UX and Service Design
13 November 2024
9:00 AM - 5:00 PM AEST
Next intake: 13 November 2024 | 9:00 AM - 5:00 PM AEST
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.
Who Should Attend?
This course is ideal for those wanting to know more about UX design and/or service design. who need a foundational understanding of CX, and anyone interested in enhancing their understanding of customer experience design to improve their products or services, including officers, leads, and specialist n the following roles: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
- Capturing the customers’ journey
- Practical examples of Service design
- What is Designing Thinking?
- Practical examples of Design thinking
- Who are the key members of the UX and Service design teams?
- What do they do?
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 ?
Meet Your Facilitator
Carmine Mastrantone
Design Research Leader and Mentor
Carmine Mastrantone is an experienced and award-winning Design Research Leader with a deep understanding of user-centered design and research methodologies, as well as how to lead and motivate successful teams.
He works with organisations across the public and private sector that want to establish a new UX/research or experience design teams from scratch, providing the necessary skills and guidance to apply UCD methodologies and strategic research to shape and enhance their products.
He is always seeking innovative technology and processes to further his craft across a wide range of domains.
He is currently leading a team of skilled experience designers who conduct strategic research and create design solutions across various products at a government agency. In addition is also a mentor to new UX designers and expert trainer.
Register Today
Join this training for professionals working within the Public Sector
Regular
Ends 12 Nov
$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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