Customer experience design
A strategic workshop on designing holistic customer experiences by optimizing all touch points in the user journey. The program combines persona methodologies, customer journey maps and service blueprints in a practical approach to improving satisfaction. The methodology is based on a service sprint using participants' real customer cases. The workshop focuses on identifying and eliminating pain points and creating moments of delight in the customer experience.
Issues
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Experience design
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Customer journey maps
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Blueprints of services
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User personae
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Points of contact
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Moments of truth
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Satisfaction indicators
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Prototyping services
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Testing with users
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Ecosystem of stakeholders
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Digital transformation of service
Benefits
- To increase customer satisfaction as measured by NPS/CSAT indicators by systematically eliminating pain points
- The training will help increase customer loyalty by creating positive moments in the user journey.
- The workshop will provide a deeper understanding of customer needs through the use of experience survey methodology.
- Participants will optimize customer service processes for efficiency and satisfaction.
- Knowledge about improving interdepartmental cooperation through a common understanding of the customer journey
- The training will increase innovation in service design through a systematic approach to optimization.
- The workshop will build a competitive advantage on the foundation of exceptional customer experiences.
Who is this training for?
Prerequisites
- Experience working with customers or managing service processes
- Basic knowledge of user satisfaction and needs research methodologies
- Ability to think in process and identify customer touch points
- Openness to interdisciplinary collaboration and design thinking
Training program
Fundamentals of experiment design
- Psychology of experience and moments of truth
- Customer needs research methodologies
- Create detailed user personas
- Mapping the stakeholder ecosystem
Customer journey analysis
- Constructing customer journey maps
- Identification of contact points and channels
- Analysis of emotions and painful moments
- Opportunities for improvement and optimization
Designing blueprints for services
- Frontstage and backstage in customer service
- Support processes and technology systems
- Points of failure and recovery mechanisms
- Quality standards and satisfaction measurement
Design sprints and implementation
- Service improvement design workshop
- Prototyping and testing solutions
- Definition of NPS/CSAT/CES success indicators
- Implementation plan with quick wins
Delivery Methods
Online
- Convenience of participating from anywhere
- Interactive live sessions with trainer
- Materials available for 30 days
- No travel costs
On-site
- Direct contact with trainer and group
- Intensive hands-on workshops
- Networking with other participants
- Full focus on learning
Frequently asked questions
Who is the Customer experience design training for?
This training is designed for professionals looking to develop skills in customer experience design. Required level: intermediate.
How long is the Customer experience design training?
The training lasts 2. Available in online or on-site format.
Will I receive a certificate?
Yes — every participant receives a completion certificate confirming acquired competencies. EITT holds ISO 9001 accreditation.
Can this training be conducted for a closed group?
Yes — we offer dedicated closed trainings for companies. We customize the program to your team's needs. Contact us for an individual quote.
Request a quote
Funding Options
Check funding options for your company
Development Services Database
Up to 80% funding for SMEs from EU funds
Check availabilityNational Training Fund
Up to 100% funding for employers
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We train teams at Poland's largest companies
Interested in this training?
Contact us - we'll prepare an offer tailored to your organization's needs.