Nivel 3

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Nivel 3

Liderazgo UX

Existe una nueva forma de entregar productos y servicios que está más integrada con la estrategia comercial y con empatía hacia los clientes.

Es necesario evaluar cómo le está yendo a la organización en términos de madurez centrada en el cliente y respaldar el cambio.

Defina métricas correctas de UX/CX y anticipe los resultados.

Intercambie algunas prácticas comprobadas con participantes experimentados de diversas industrias.

Acerca de la capacitación

Casos reales

Instructores experimentados de todo el mundo

Capacitación en grupo

Perfil del participante

Nivel 3

Dirigido a

Gerente de Marketing de Producto

Líder de equipo

Director general

Project Manager

Arquitecto de soluciones

Especialista en comunicación de marketing

Analista de negocios

Gerente de Recursos Humanos

Lead UX

Experiencia

Más de 5 años de experiencia en productos o servicios digitales

Asistió a UX-PM nivel 2

Retos

Desea cambiar su organización para que esté centrada en el cliente

Necesita desarrollar capacidad interna y comprende la experiencia básica de UX

Lucha por medir los resultados de UX para los clientes y para la organización

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?

Agenda

# El número de días o mañanas varía según el formato (ya sea online u offline)

Módulo 1: Diseño para el servicio, diseño para el cambio

Diseño de productos y servicios
Celebrar el reto de la transformación del diseño del servicio y trazar la hoja de ruta del cambio estratégico

Entender ResearchOps y DesignOps

Módulo 2: Desarrollo de habilidades y capacidad

Experiencia en diseño UX

Habilidades complementarias

Reclutar y crear equipo de diseño UX, nuevas habilidades y capacidades

Construir una cultura de colaboración y cocreación

Módulo 3: Informe de diseño

Desafío de diseño, elementos centrales de un informe de diseño UX

Replantear el desafío del diseño

Módulo 4: Creatividad y resolución de problemas

Actividades de codiseño

Proceso del design thinking

Colaboración y cocreación

Prototipar sprints (fail fast)

Módulo 5: Medir la experiencia

Indicador clave de experiencia (KEI)

Medir UX en contexto y a lo largo del tiempo

Medir usabilidad y UX

Medir la experiencia del cliente (CX)

Desempeño, eficiencia, rentabilidad
Creciente conocimiento dentro de la organización

 


Módulo 1: Diseño para el servicio, diseño para el cambio

Diseño de productos y servicios
Celebrar el reto de la transformación del diseño del servicio y trazar la hoja de ruta del cambio estratégico
Entender ResearchOps y DesignOps

Módulo 2: Desarrollo de habilidades y capacidad

Experiencia en diseño UX
Habilidades complementarias
Reclutar y crear equipo de diseño UX, nuevas habilidades y capacidades
Construir una cultura de colaboración y cocreación

Módulo 3: Informe de diseño

Desafío de diseño, elementos centrales de un informe de diseño UX
Replantear el desafío del diseño

Módulo 4: Creatividad y resolución de problemas

Actividades de codiseño
Proceso del design thinking
Colaboración y cocreación
Prototipar sprints (fail fast)

Módulo 5: Medir la experiencia

Indicador clave de experiencia (KEI)
Medir UX en contexto y a lo largo del tiempo
Medir usabilidad y UX
Medir la experiencia del cliente (CX)
Desempeño, eficiencia, rentabilidad
Creciente conocimiento dentro de la organización

Anterior
Siguiente

Want to learn more about Level 3?

Download our detailed agenda

Próximas sesiones

Nivel 3
Suiza

11-12-13  Mayo 2022
Online
Ver detalles

Nivel 3
Suiza

16-17-18 Nov.  2022
Online
Ver detalles

Nivel 2
Portugal

05 Abril – 07 Abril 2022
Online
Ver detalles

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