Level 3

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Level 3

UX Leadership

There’s a new way of delivering products & services that is more integrated with the business strategy and with empathy for the customers.

Need to assess how the organization is doing in terms of the customer centric maturity and support the change.

Define correct UX / CX metrics and anticipate the outcomes.

Exchange some proven practices with experienced participants from various industries.

About the training

Real-life case studies

Experienced Global Trainers

Group Training

Participant profile

Level 3

Position

Product or Marketing Manager

Team Leader

Managing Director

Project Manager

Solution Architect

Marketing Communication Specialist

Business Analyst

HR Manager

Lead UX

Experience

More than 5 years in digital products or services

Attended UX-PM level 2

Challenges

Wants to change their organization into customer-centric.

Needs to build internal capacity and understands the core UX expertise. 

Struggles to measure UX outcomes for the customers and for the organization.

UX-PM Level 3

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?


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?

Training agenda

# of days or mornings varies depending of the format (online or offline)

Module 1 - Design for Service, Design for Change

Design for products & services
Celebrate the transformation challenge of service design and roadmap the strategic change

Understand ResearchOps & DesignOps

Module 2 - Building Skill & Capacity

Core UX design expertise 

Complementary skills

Recruit, build your UX design team, new skills & capability

Build a culture of collaboration & co-creation

Module 3 - Design Briefing

Design challenge, core elements of a UX design brief

Reframing the design challenge

Module 4 - Creativity & Problem Solving

Co-design activities

Design thinking process

Collaboration & co-creation

Prototyping sprints (fail fast)

Module 5 - Measuring the Experience

Key experience indicator (KEI)

Measuring UX in context and over time

Measuring usability and UX

Measuring customer experience (CX)

Performance, efficiency, profitability
Growing knowledge within the organization

 


Module 1 - Design and Experience​
Let’s Talk About Experiences The Experience Economy Experiences Are Shaped By Technology User Experience (UX) Customer Experience (CX)
Module 2 - HF & Psychology of Design
Human Factors (Ergonomics) Cognitive Limitations How Human Factors Impact Design Dimensions of UX Emotional Design
Module 3 - Human-Centered Design
HCD: ISO standard and Principles Design Frameworks: How To Proceed With HCD ‘Discovery’ and ‘Define’ Diamond ‘Develop’ and ‘Deliver’ Diamond UX Metrics UX-PM Design Framework
Module 4 - User Research
Importance of User Research User Research Map Generative Methods Evaluative Methods Guerrilla User Research
Module 5 - User Research In Practice
Understand the challenge Elaborate your research plan Establish hypothesis (testable assumptions) Conduct you research plan Share your insights
Module 6 - Lorem ipsum
UX in Your Organization Agile Culture and UX The Business Value of Design UX-PM Maturity Model
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Upcoming sessions

Level 1
Spain

02 Nov. – 04 Nov.  2021
Online
View course details

Level 1
Spain

01 Feb. – 03 Feb.  2022
Online
View course details

Level 3
Ecuador, Perú, Chile, Argentina & Uruguay

10 Dec. – 11 Dec.  2021
Online
View course details

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