Your assessment
Our recommendation
Our recommendation
UX Adoption
Level 1
Invest in UX, build internal capacity and increase value
for your customers and for your organization.
UX-PM Level 1
Your skills after training
Strategy
- Design-centricity is sponsored and endorsed by top management. An explicit design strategy is defined and shared across departments.
- Everyone has a shared understanding of the organization’s business objectives and a clear vision towards customer experience strategy.
- Does everyone work towards continuous customer-centric improvement?
- Can the investment in design projects be measured and linked to revenue?
Design
- Customer-centric design pervades all projects as it is understood to be a key differentiator that brings strong value over the long-term.
- Teams collaborate on different stages of the design process towards a valuable and meaningful product or service (frontstage and backstage).
- Is design data-driven?
- Is prototyping part of your regular process?
People
- The organization invests in cross-functional teams who tackle design problems from different perspectives.
- Team members have a customer-centric mindset and collaborate across departmental boundaries to achieve a superior customer experience.
- Do we have the right mix of skills to solve complex design problems?
- Do people collaborate across silos?
Culture
- Everyone is aware of the importance of customer-centricity to provide the best experience, and the organization actively supports it.
- Continuous learning and knowledge-sharing are encouraged to build capacity and leverage complementary skill sets.
- Do empathy and customer insights drive design decisions?
- Is everyone encouraged to support innovation?
Metrics
- Multiple data sources are being tracked to quantify CX across the organization, discover opportunities and drive business innovation.
- Traditional KPIs are complemented by Key Experience Indicators (KEI).
- Are multiple data sources tracked to quantity customer experience across the ecosystem?
- Do we measure the business impact of design decisions?
Research
- Valuable insights are collected across the customer journey and embedded into the design of all products and services.
- Research tools, initiatives, and processes are set up to produce an ongoing understanding of customers’ behaviors, successes, and pain points.
- How do we collect customer data?
- Is the research process well structured?
UX-PM Level 1
Your skills after training
- Design-centricity is sponsored and endorsed by top management. An explicit design strategy is defined and shared across departments.
- Everyone has a shared understanding of the organization’s business objectives and a clear vision towards customer experience strategy.
- Does everyone work towards continuous customer-centric improvement?
- Can the investment in design projects be measured and linked to revenue?
- Customer-centric design pervades all projects as it is understood to be a key differentiator that brings strong value over the long-term.
- Teams collaborate on different stages of the design process towards a valuable and meaningful product or service (frontstage and backstage).
- Is design data-driven?
- Is prototyping part of your regular process?
- The organization invests in cross-functional teams who tackle design problems from different perspectives.
- Team members have a customer-centric mindset and collaborate across departmental boundaries to achieve a superior customer experience.
- Do we have the right mix of skills to solve complex design problems?
- Do people collaborate across silos?
- Everyone is aware of the importance of customer-centricity to provide the best experience, and the organization actively supports it.
- Continuous learning and knowledge-sharing are encouraged to build capacity and leverage complementary skill sets.
- Do empathy and customer insights drive design decisions?
- Is everyone encouraged to support innovation?
- Multiple data sources are being tracked to quantify CX across the organization, discover opportunities and drive business innovation.
- Traditional KPIs are complemented by Key Experience Indicators (KEI).
- Are multiple data sources tracked to quantity customer experience across the ecosystem?
- Do we measure the business impact of design decisions?
- Valuable insights are collected across the customer journey and embedded into the design of all products and services.
- Valuable insights are collected across the customer journey and embedded into the design of all products and services.
- How do we collect customer data?
- Is the research process well structured?
Upcoming sessions
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Niveau 2
Equateur, Pérou, Chili, Argentine & Uruguay
30 Juin – 01 Juillet 2022
En ligne
Détails des cours
