Designing User/Customer Experience (UX/CX)

Teacher

Amit Kumar

Category

Core Courses

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Course Name :

 

Designing User/Customer Experience (UX/CX)

 

Code(Credit) : xxxx(1-0-1)

Course Objectives

  • To develop an understanding about the fundamentals of Designing User/Customer Experience

Learning Outcomes

  • Will be able to do customer journey mapping

Course Syllabus

Module: I (8 hours)

 

Converging on a common definition for Designing User/Customer Experience (UX/CX)

  • Examine Branding activities through the lens of Customer Experience
  • Classify the diversity of CX and Branding profiles in an organization
  • Overcome the common pitfalls when mapping your Customer Journey

 

 

Module: II (17 hours)

 

Branding and Customer Experience

 

  • Apply Customer Journeys to map out Branding Activities
  • Align brand guidelines across all customer touchpoints
  • Analyze and quantify your Customer Experience
  • Examine how, why and where branding efforts can break down during a Customer Journey
  • Evaluate the Brand's reflection in Purchase, Use and Customer Service
  • Using Behavioral Economics concepts to prioritize your efforts to align CX
  • Apply the Value Proposition Canvas to build empathy with Colleagues
  • Show the relationship between Employee Experience and a great CX
  • Analyze and mitigate the risks of outsourcing on CX
  • Illustrate the impact of ethics on your customer experience

 

 

Reading Link –

 

https://www.mckinsey.com/business-functions/operations/our-insights/designing-and-starting-up-a-customer-experience-transformation

Session Plan

Session 1

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Session 2

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Case Studies

 

To create own Customer Journey Map

Case Studies

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