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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
Upcoming sessions
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