From definitions and specifications to customer journeys, touchpoints and blueprints to the design process.
Understanding user needs and identifying innovation potential with Service Safaris and Cultural Probes.
Interpretation of research results, empathy mapping for the customer and customer journey visualization with CJM.
Finding and prioritizing ideas and utilizing them to generate and visualize service concepts.
Development of prototypical services with experience prototyping and service blueprints.
Develop service innovations with blueprints and implement them in business practice.
From definitions and specifications to customer journeys, touchpoints and blueprints to the design process.
Understanding user needs and identifying innovation potential with Service Safaris and Cultural Probes.
Interpretation of research results, empathy mapping for the customer and customer journey visualization with CJM.
Finding and prioritizing ideas and utilizing them to generate and visualize service concepts.
Development of prototypical services with experience prototyping and service blueprints.
Develop service innovations with blueprints and implement them in business practice.
Internationally recognized certificate
High-quality digital training documents
Extensive presentation as PDF
Numerous templates for daily work
Folder with numerous templates
Lots of Best Practices
Exchange and discussion with other participants
Alumni group for further contact
Photo and video documentation
Links, literature and tooltips
Special places in a creative ambience
Lunch, hot & cold drinks, fruit and snacks
Internationally recognized certificate
High-quality digital training documents
Extensive presentation as PDF
Numerous templates for daily work
Folder with numerous templates
Lots of Best Practices
Exchange and discussion with other participants
Alumni group for further contact
Photo and video documentation
Links, literature and tooltips
Special places in a creative ambience
Lunch, hot & cold drinks, fruit and snacks
Internationally recognized certificate
High-quality digital training documents
Extensive presentation as PDF
Numerous templates for daily work
Folder with numerous templates
Lots of Best Practices
Exchange and discussion with other participants
Alumni group for further contact
Photo and video documentation
Links, literature and tooltips
Special places in a creative ambience
Lunch, hot & cold drinks, fruit and snacks
Nowadays, differentiation and success on the market are not achieved by features, but by a unique customer experience, new services and connections between products and services. With special processes and methods, service design thinking helps you to identify innovation potential and to create attractive and useful services for your customers, which can be implemented efficiently by you as a provider. This seminar enables you to see the innovation and optimization potential in your own offers so that you can successfully design services and holistic customer experience.
When people are using a product or a service, they come in touch with various interfaces and communication channels. The design of such “touchpoints” often lays in the hands of several different teams, which not rarely lead to gaps and breaches in the customer experience. The demand for specially skilled designers, managers and consultants, who can orchestrate a consistent and successful customer experience, is increasing in private as well as in public sector.
You will get to know methods and tools from human-centered design, which will help you to understand your customers better and perceive pain points and improvement potential from their point of view. From there, you will be taught to think at adaptable and innovative solutions which can be communicated and implemented effectively. The perspective of service design thinking will help you to see your own offers in an integrated way and recognize new opportunities for service expansion or enhancement in all phases, from acquisition to follow-up.
This seminar was developed for people who are responsible for the conceptual and strategic development of new services and a holistic, cross-channel customer experience in organizations, agencies, institutions or NGO’s. These are, for example, service planners and managers, project and product managers, marketing and sales managers, customer service managers, designers and design managers from all fields (user experience, visual design, product design) as well as architects, scrum masters, product owners, business consultants and start-ups.
The transfer of knowledge about methods, techniques and tools of the digital world is the basis of all skills. Therefore we provide the theoretical foundation in short input units and then apply the presented methods and tools in practice.
Our credo is "Learning by Doing" - the participants of our seminars learn the application of relevant methods and techniques by means of practical exercises in a co-creative team process. The results of the practical work are then presented.
Learning is fun. Play and fun, trying out and making mistakes play an important role in learning. Only what triggers emotions can have an effect. We support you playfully to reach your goal.
Visualization is an important and powerful tool to make ideas and concepts understandable. We animate our participants to think visually and encourage them to draw their thoughts.
The results of the individual and group work are presented to the team or to all participants. Everyone is asked to communicate their work verbally, visually and argumentatively and put it into the right light.
All participants are invited to criticize - positive as well as negative. It is important to communicate what likes and dislikes and to give suggestions for improvements. In the dialogue with others and the open exchange of arguments, we make it possible to better reflect on the effect of one's own actions and to broaden one's own horizon.
All thematic blocks will be concluded with a retrospective. The experiences made are reflected in individual and group work. We create an instance of conscious perception and mentally repeat the experiences in order to better integrate them.
The power lies in the peace and quiet. Everyone is invited to explore themselves, to consciously perceive experiences and to let experiences work. We create moments of peace and look together into the inner self to manifest the acquired knowledge.
On the first day you will receive an overview of the field of service design which will include exercise, so that you can experience the way of thinking, methods and tools, and reflect on them over the course of the seminar.
Definitions and disciplines
Service design, design thinking, customer experience design, human-centered design
The service perspective of design
Customer journey, touch points, channels, experience cycle, blueprint, service ecosystem, expectation management, service and product design quality criteria for services…
The necessity and use of service design
Important trends (servitization, shared economy, experience economy,…), new requirements for companies (customer experience as USP, pressure of innovation etc.), example cases
The Design process
The double diamond process, analysis and exploration, insights, ideation, concept development, prototyping, testing, implementation
Practical exercise (about 2h): Design thinking crash course. You will go through the most important steps of the design process, try exploration and empathy-building methods, develop new ideas, build prototypes and try them out.
Design research goals
Understanding of user’s needs, detection of latent needs, improvement of customer satisfaction, the realization of innovation potential, easier understanding of how to change customer’s behavior
Methods and tools
Immersion, service safari, design ethnography, AEIOU observations, diary studies, cultural probes, extreme users, mood boards…
Practical exercise (about 2,5h): Design research methods
On the second day, you will learn how to analyze service offers from a customer’s perspective with the help of a customer journey map. In the context of a specific design exercise, you will be taught how to identify innovation potential and to transform your insights into adaptable and efficient solutions.
Design research synthesis
Organization of research results, build of clusters, search for patterns, interpretation, insights, modeling, problem re-framing
Representing users
Personas as an empathy tool, orientation and sources of inspiration; A-day-in-the-life, empathy mapping
Customer journey mapping
Visualization of customer’s journey, a discovery of the potential for improvements and innovations, optimization of resources, alternatives and applications
Practical exercise (about 2,5h): Personas, customer journey mapping
Finding und prioritizing ideas
Brainstorming, body storming, inspiration cards, opportunity maps,…
Developing and visualizing service concepts
Sketching, concept map, storytelling, storyboarding, scenarios, offering maps, design the box, service evidencing…
Practical exercise (about 2,5h): Finding ideas, affinity diagramming, design the box
On the third day, you will learn how to include customer feedback during the development of a concept, in order to enhance the design and minimize risks and costs. Furthermore, you will be taught how to communicate your service concepts in your own organization effectively.
Forms of prototyping in service design and possibilities to include the user: experience prototyping, lofi vs. hifi prototyping, desktop walkthrough, service staging, role plays, service evidencing, co-design, service innovation labs, etc.
Practical exercise (about 2,5): Prototyping and testing: You build and test prototypes based on your storyboard and let the feedback influence your work.
Developing services in detail
Service blueprints – requirement specifications for services (possible interactions, touchpoints, organizational and technical requirements…), stakeholder maps, system maps, motivation/use matrix, business model canvas for services
Integrating service design thinking into your own business
Typical challenges while integrating design thinking, tips, design tools and visualizations of the organizational change, best practices…
Practical exercise (about 1,5h): Service Blueprinting
First-class trainers with distinctive practical knowledge and many years of experience in an int. context
Learning content didactically prepared and creatively implemented
Practical application of theoretically well-founded knowledge
Latest results of brain research applied
Integrated coaching and mental training methods
Based on neuroscientifically founded principles
Attractive venues with a special atmosphere
Personal, informal interaction with trainers and participants
First-class trainers with distinctive practical knowledge and many years of experience in an int. context
Learning content didactically prepared and creatively implemented
Practical application of theoretically well-founded knowledge
Latest results of brain research applied
Integrated coaching and mental training methods
Based on neuroscientifically founded principles
Attractive venues with a special atmosphere
Personal, informal interaction with trainers and participants
First-class trainers with distinctive practical knowledge and many years of experience in an int. context
Learning content didactically prepared and creatively implemented
Practical application of theoretically well-founded knowledge
Latest results of brain research applied
Integrated coaching and mental training methods
Based on neuroscientifically founded principles
Attractive venues with a special atmosphere
Personal, informal interaction with trainers and participants
10% discount for self-payers and up to 15% discount for the registration of several employees at one seminar
Short profile Short profile Short profile Short profile Short profile Short profile
Short profile Short profile Short profile Yanna is an international design consultant with more than 10 years of professional practice in user experience and service design, and a strong focus on customer research. She guides and supports teams in large organizations and start-ups in their innovation journey. Yanna specializes in the early stages of product or service development, designing experience concepts and validating their value proposition with target customers. She applies a range of design research methodologies to map customer needs and deliver valuable insights and strategic direction for the business.
Katrin Mathis has been designing digital solutions with more value for more than 13 years. With a BSc in online media and an MBA in Service Innovation & Design, she brings the optimal combination of skills to support organizations in their digital transformation. With forward-looking methods, it helps to interlink internal processes in such a way that customers and employees have good experiences. She lives in Freiburg.
Born in Vienna, she has dedicated herself entirely to service and customer enthusiasm since her combined studies in Psychology/BWL and communication sciences. For almost 20 years she has accompanied companies from a wide range of industries on their journey to customer centricity and the development of new services. Well-founded methodologically and with a creative twinkle in her eye, she ignites the spark of enthusiasm for the Touchpoint Management sales playground!
"I am convinced that service design and the skills taught in this course would be an asset to any company. There is no better way to process the necessary knowledge in three days. Always again! Thank you, Nicole."
Facts & Figures
Times: 1st & 2nd day: 9 a.m. – 5 p.m., 3rd day: 9 a.m. – 4 p.m.
The certificate “Certified Service Design Thinker” of the XDi – Experience Design Institute is awarded for the completed seminar, the active participation in the practical exercises as well as the final presentation. The certificate is recognized by the UXPA and the Interaction Design Foundation and enjoys an international reputation.
XDi'Inhouse
XDi'360°
You achieve the most sustainable learning success with a good mixture of training, coaching and consulting. All XDi trainings can be combined with individual coaching and accompanying consulting services to form a "Continious Improvement Program" for continuous development.
XDi'Coaching
In order to support your team or individual team members in a targeted way and to promote them more strongly, we have developed a special coaching offer. We coach you on all topics of our further training courses. Just let us know exactly how we can support you.
XDi'Consulting
We advise companies and their executives on the path to digital transformation. We prepare companies for the transformation of a networked, global world and accompany them in the development of new working environments, the use of digital tools and the setup of their teams.
Design Thinking Crash Course with definitions, fields of application, processes and prerequisites.
Exploration, evaluation, interpretation and evaluation through interviews, storytelling, clustering, journey map, empathy map and JTBD (Jobs To Be Done).
Application of different creative techniques, use of prototyping as well as design and planning of different test situations.
Model, structure, present and pitch solutions with Business Model Canvas.
Plan and control implementation with design sprints, SCRUM, Google sprints and lean canvas.
Analysis of case studies and best practices of successful implementation of design thinking in various companies and institutions.
Design Thinking Crash Course with definitions, fields of application, processes and prerequisites.
Exploration, evaluation, interpretation and evaluation through interviews, storytelling, clustering, journey map, empathy map and JTBD (Jobs To Be Done).
Application of different creative techniques, use of prototyping as well as design and planning of different test situations.
Model, structure, present and pitch solutions with Business Model Canvas.
Plan and control implementation with design sprints, SCRUM, Google sprints and lean canvas.
Analysis of case studies and best practices of successful implementation of design thinking in various companies and institutions.
Internationally recognized certificate
High-quality digital training documents
Extensive presentation as PDF
Numerous templates for daily work
Folder with numerous templates
Lots of Best Practices
Exchange and discussion with other participants
Alumni group for further contact
Photo and video documentation
Links, literature and tooltips
Special places in a creative ambience
Lunch, hot & cold drinks, fruit and snacks
Internationally recognized certificate
High-quality digital training documents
Extensive presentation as PDF
Numerous templates for daily work
Folder with numerous templates
Lots of Best Practices
Exchange and discussion with other participants
Alumni group for further contact
Photo and video documentation
Links, literature and tooltips
Special places in a creative ambience
Lunch, hot & cold drinks, fruit and snacks
Internationally recognized certificate
High-quality digital training documents
Extensive presentation as PDF
Numerous templates for daily work
Folder with numerous templates
Lots of Best Practices
Exchange and discussion with other participants
Alumni group for further contact
Photo and video documentation
Links, literature and tooltips
Special places in a creative ambience
Lunch, hot & cold drinks, fruit and snacks
Developing successful, innovative business models, products and services in times of disruptive technologies, saturated markets, ever shorter product lifecycles and continuously rising customer expectations is the essential entrepreneurial challenge of our time.
An excellent way to meet this challenge is Design Thinking. Our Design Thinking Masterclass gives you a 360° view of this creative, structured innovation method and iteratively passes through the phases of the design thinking process. You will learn to analyse complex problems and to solve them creatively, iteratively and interdisciplinary.
In this workshop, we combine the most effective design thinking methods with agile project management and implementation tools to achieve a transfer into business practice without design thinking remaining ineffective. You will leave our Masterclass with a case full of practical tools and an action plan to integrate design thinking into your daily work routine tomorrow.
In this workshop, you will learn best practices from various industries to understand and apply the versatile application possibilities of design thinking. You analyse the needs of your target groups in creative, structured work processes, develop a multitude of innovative solutions with the aid of various ideas methods and test your approaches with the help of previously developed prototypes.
You will learn different creative techniques that help you to master challenges in your daily work routine and to solve problems successfully. You will learn how to transform ideas into concrete implementation steps and how you can integrate design thinking into your work and communication processes.
You will explore the prerequisites for successful integration into your working environment and learn to recognize the interfaces between your product, your customers and internal work processes. In a pleasant, personal atmosphere, you will interactively deal with the process in small teams and will be able to apply the experience gained to your own situation and develop your own toolbox.
In this Design Thinking workshop you will learn in a participative, co-creative team process with participants from different disciplines and industries to come up with concrete innovation ideas and to force their implementation. You will get to know and apply numerous methods and tools and build up a solid set of instruments in the areas of user research, idea and prototyping.
You will learn to apply different research methods, analyze the results and derive insights for your product strategy. They experiment with different creative techniques to initiate, control and moderate creative processes. They practice different prototyping methods and apply them in different test scenarios. Our Masterclass puts you in a position to combine design thinking and agile development methods to implement ideas immediately.
You will be able to formulate a design task, moderate a team and manage design thinking processes in your company and adapt them to your needs. You will leave this master class with in-depth knowledge of the most important components of design thinking and have an individual strategy for integrating design thinking into your company and applying and passing on your knowledge.
The Masterclass is interesting for all those who work as a professional, consultant, manager, managing director or entrepreneur in the fields of innovation and product management, customer experience and customer service, IT & technology, sales and marketing, research and development and who deal with the topic of product and service innovations from an operational, strategic and organizational point of view.
The Design Thinking Master is particularly suitable for innovation managers and consultants, product, service and user experience designers, product, project and design managers, service and business development managers, customer service and experience managers as well as company founders, team, department and group leaders who want to manage multidisciplinary teams and make collaboration more successful with the help of creative methods. No previous knowledge of Design Thinking is required to participate in the Design Thinking Masterclass.
The transfer of knowledge about methods, techniques and tools of the digital world is the basis of all skills. Therefore we provide the theoretical foundation in short input units and then apply the presented methods and tools in practice.
Our credo is "Learning by Doing" - the participants of our seminars learn the application of relevant methods and techniques by means of practical exercises in a co-creative team process. The results of the practical work are then presented.
Learning is fun. Play and fun, trying out and making mistakes play an important role in learning. Only what triggers emotions can have an effect. We support you playfully to reach your goal.
Visualization is an important and powerful tool to make ideas and concepts understandable. We animate our participants to think visually and encourage them to draw their thoughts.
The results of the individual and group work are presented to the team or to all participants. Everyone is asked to communicate their work verbally, visually and argumentatively and put it into the right light.
All participants are invited to criticize - positive as well as negative. It is important to communicate what likes and dislikes and to give suggestions for improvements. In the dialogue with others and the open exchange of arguments, we make it possible to better reflect on the effect of one's own actions and to broaden one's own horizon.
All thematic blocks will be concluded with a retrospective. The experiences made are reflected in individual and group work. We create an instance of conscious perception and mentally repeat the experiences in order to better integrate them.
The power lies in the peace and quiet. Everyone is invited to explore themselves, to consciously perceive experiences and to let experiences work. We create moments of peace and look together into the inner self to manifest the acquired knowledge.
On the first day you will get to know the most important components of Design Thinking, formulate your expectations and goals for the Masterclass and deal practically with methods and procedures of User Research, the basis of Design Thinking.
Definition & application fields of design thinking
Meaning of the concept and variety of interpretations, possibilities to apply design thinking in different business and service areas
Design thinking process
Discovery of iterative functions through researchs, interpretations, experiences and implementations
Focus on the user
Different steps of user centered designs: from building empathy to co-creation
Requirements
Requirements for the team, the room and entrepreneurial processes
Practical exercises (circa. 1,5h): Crash Course Design Thinking. You dive into the mindset of Design Thinking and go through the most important steps. They have first experiences with design thinking methods such as observation, visual thinking and persona development.
Discovering and understanding of the life and needs of potential users (without temporal and financial effort), defining goals and planning user research, finding and interpreting the users’ “digital footsteps“, user research’s do’s and don’t’s
Practical exercises (circa 2h): Application of different research methods such as issue mapping, stakeholder map, interviews, 5-Whys and contextual inquiry.
Along with a concrete task, you will learn on the 2nd day to identify the needs and problems of real users, to analyse and interpret them and then generate a multitude of ideas for possible solution scenarios. You will learn to apply different creative techniques and to build up a high, creative intensity in the team and to make use of it.
Agile user research / guerilla research methods
Formulation of relevant goals for the challenges of the individual teams, identification and understanding of user needs based on observations, interviews, visual thinking and “digital traces”.
Result synthesis
Evaluation, interpretation and evaluation of the data collected in the form of interviews, images and video-recordings with the help of storytelling, clustering, Journey Map, Empathy Map, JTBD (Jobs To Be Done).
Practical exercises (circa 1,5h): Preparation and execution of agile user research methods and result synthesis in small teams.
Acquaintance with and application of various creative techniques and games that help you to generate a multitude of innovative ideas in your team.
Practical exercise: Generate ideas using creative containment, style brainstorming and 6-3-5 method.
On the third day you will get to know numerous facets and methods of prototyping. You experiment with different ways to convey and illustrate your ideas and experience user feedback as an important factor with aha effect for your product or service development.
The importance of prototypes in design thinking, the use of prototyping in all phases of the design thinking process, getting to know each other, selecting and using different types of prototyping.
Practical exercises (circa 2h): Practical application of different prototyping methods such as visual posters, paper prototyping, rapid prototyping and experience prototyping.
Design and planning of different test situations, presentation of the prototypes, recording, analysis and evaluation of feedback, integration of the feedback into the product and service development, supplementation of the design thinking methods with agile / scrum tools
Practical exercises: (circa 2h): Practical applications of SWOT-Feedback, Six Thinking Hats, Kano model and Features-Box
On the 4th day, the solutions developed in the team will be presented with the help of the Business Model Canvas in the form of Elevator Pitches. From there it goes smoothly into the implementation with the help of agile development methods.
Modeling and structuring of the desired solution in the business context, planning the adequate use of resources and budget, planning and communicating implementation in the company, coordinating procedures, corporate culture and communication, reflection on design thinking and open questions about the methods.
Practical exercises: (circa 2h): Creation and presentation (elevator pitch) of a business model canvas for your own solution in the team
Planning and controlling implementation, innovative solutions and innovative implementation models, iteration, flexibility and lean production times, design sprints as an important tool for agile work processes, agile development with SCRUM, Google Sprints and Lean Canvas.
Practical exercise (circa 1,5h): Practical exercise (circa 1,5h): Planning and drafting a project for implementing the developed solution using agile development methods
On the last day we analyze best practices of successful implementation of design thinking in various companies and institutions. The participants develop individual strategies for the profitable use of design thinking in their own everyday work and document their learning in words and pictures.
Analysis of successful practical examples (case studies), reconstruction of one’s own work situation, recognition of situations for the use of design thinking methods.
Practical exercise (circa 1h): Phrasing application strategies as well as inquiry and planning of action steps
Sharing, summarizing and discussing results and insights
First-class trainers with distinctive practical knowledge and many years of experience in an int. context
Learning content didactically prepared and creatively implemented
Practical application of theoretically well-founded knowledge
Latest results of brain research applied
Integrated coaching and mental training methods
Based on neuroscientifically founded principles
Attractive venues with a special atmosphere
Personal, informal interaction with trainers and participants
First-class trainers with distinctive practical knowledge and many years of experience in an int. context
Learning content didactically prepared and creatively implemented
Practical application of theoretically well-founded knowledge
Latest results of brain research applied
Integrated coaching and mental training methods
Based on neuroscientifically founded principles
Attractive venues with a special atmosphere
Personal, informal interaction with trainers and participants
First-class trainers with distinctive practical knowledge and many years of experience in an int. context
Learning content didactically prepared and creatively implemented
Practical application of theoretically well-founded knowledge
Latest results of brain research applied
Integrated coaching and mental training methods
Based on neuroscientifically founded principles
Attractive venues with a special atmosphere
Personal, informal interaction with trainers and participants
10% discount for self-payers and up to 15% discount for the registration of several employees at one seminar
Short profile Short profile Short profile Short profile
Short profile Short profile Short profile Short profile
Short profile Short profile Short profile Short profile Design thinking lead coach, digital strategist, trainer and conference speaker with her focus on digitalization, change management and user centered innovation. Anastasia’s passion is to wake creative potential and a user centered way of thinking. She sees it as her own personal challenge to get people out of their comfort zone and onto different way leading to innovation, to try them out and to make room for new ideas that improve everyone’s life.
Joe guides teams, companies and organizations in the development of innovative products and services. He takes experience from the private sector, the academic world, from research and start-ups, and uses methods from Design Thinking and Agile to lead teams to their goals in a creative, efficient and user-centered manner. Born in Ireland, Joe studied Industrial Design, Transportation Design and Design Thinking in Germany and Spain. Prior to becoming a freelance design consultant, Joe founded a startup, co-developed the BioThinking Program at the Charité and expanded and led MEDS Workshop as its international director for 3 years.
After a long period of experimentation with various creative and innovative methods from art, design and business, Galina found her home in the culture and organizational principles of design thinking. She enjoys constantly expanding this basis with new exciting frontiers such as mindfulness and group-based emotional work. Galina believes it is important to support individuals and teams in the process of opening something new and internalizing it through practical experience and then anchoring it in the organization and start-up reality.
As a trainer and consultant, Anna is particularly interested in bringing people into action and thereby initiating learning processes and making further development possible. Her passion is Active Learning. With the help of interactive tools she also conceives creative processes and supports her participants to change their perspective, to make new experiences and to create new ideas. “The success of a training is shaped together with the participants and adapted to their individual practice.“ Based on this she conducts both trainer coaching and advanced trainings them as workshop coach.
"Thank you for the wonderful Design Thinking Workshop! I really liked the concept of the workshop and the trainers led really professionally through the week. All in all, really recommendable!"
"Great trainers and hands-on experience! I can only advise it!"
"Perfect! We had a great week. I would even say this workshop was a true inspirer and mind changer to me!"
Brilliant coaches. They always adapted the course to our needs and prepared the material very well. The best course I have ever taken so far. Thank you.
Facts & Figures
Times: 9.30 a.m. – 5 p.m. | 9 a.m. – 5 p.m. | 9 a.m. – 3 p.m.
The certificate “Certified Design Thinking Master” of the XDi – Experience Design Institute is awarded for the completed seminar, the active participation in the practical exercises as well as the final presentation. The certificate is recognized by the UXPA and the Interaction Design Foundation and enjoys an international reputation.
XDi'Inhouse
XDi'360°
You achieve the most sustainable learning success with a good mixture of training, coaching and consulting. All XDi trainings can be combined with individual coaching and accompanying consulting services to form a "Continious Improvement Program" for continuous development.
XDi'Coaching
In order to support your team or individual team members in a targeted way and to promote them more strongly, we have developed a special coaching offer. We coach you on all topics of our further training courses. Just let us know exactly how we can support you.
XDi'Consulting
We advise companies and their executives on the path to digital transformation. We prepare companies for the transformation of a networked, global world and accompany them in the development of new working environments, the use of digital tools and the setup of their teams.
From the workings of the human brain through digital ecosystems to definitions, disciplines, phases and methods in UX design.
Get to know the personas of your users and test the developed products.
Develop a product vision and goals in a team, define KPIs and establish the ROI.
Requirements for features and content along with user stories and content strategy
Development of information architecture, the definition of navigation structure and technique and defining user flows.
Interaction design with sketches, wireframes and interactive prototypes.
Starting with the definition of a new visual style guide, to the design of individual screens, to animations, transitions and fadings.
From the workings of the human brain through digital ecosystems to definitions, disciplines, phases and methods in UX design.
Get to know the personas of your users and test the developed products.
Develop a product vision and goals in a team, define KPIs and establish the ROI.
Requirements for features and content along with user stories and content strategy
Development of information architecture, the definition of navigation structure and technique and defining user flows.
Interaction design with sketches, wireframes and interactive prototypes.
Starting with the definition of a new visual style guide, to the design of individual screens, to animations, transitions and fadings.
Internationally recognized certificate
High-quality digital training documents
Extensive presentation as PDF
Numerous templates for daily work
Folder with numerous templates
Lots of Best Practices
Exchange and discussion with other participants
Alumni group for further contact
Photo and video documentation
Links, literature and tooltips
Special places in a creative ambience
Lunch, hot & cold drinks, fruit and snacks
Internationally recognized certificate
High-quality digital training documents
Extensive presentation as PDF
Numerous templates for daily work
Folder with numerous templates
Lots of Best Practices
Exchange and discussion with other participants
Alumni group for further contact
Photo and video documentation
Links, literature and tooltips
Special places in a creative ambience
Lunch, hot & cold drinks, fruit and snacks
Internationally recognized certificate
High-quality digital training documents
Extensive presentation as PDF
Numerous templates for daily work
Folder with numerous templates
Lots of Best Practices
Exchange and discussion with other participants
Alumni group for further contact
Photo and video documentation
Links, literature and tooltips
Special places in a creative ambience
Lunch, hot & cold drinks, fruit and snacks
Internet, tablets and smartphones have already become our constant companions. A large proportion of people in “developed countries” is „always on”. Content, features and applications will therefore be used across channels, so as media information and services which should be always and everywhere available. For this to happen meaningful and with a positive user experience, people who are able to conceive intelligent and user-friendly concepts for various media and devices are required.
An excellent „user experience“ satisfies customers, increases credibility, allows a positive reception on social networks and improves a firm’s reputation. In this seminar, you will learn to develop successful and user-friendly websites, apps and software for your customers enjoyable and pleasant.
UX360 ° seminar empowers you to successfully design digital products or services and information services, but also to create content, structure and functionality for interactive products and services. You will learn the full range of methods of user experience design and how to practically apply them – from analysis to strategy to designing, prototyping and testing of developed solutions. You will even be able to conceive websites and apps, brief and control external service providers or communicate competently with internal stakeholders and advice them.
This seminar was developed for designers, developers, consultants, speakers, project and product managers, marketing and content managers, and scrum product owners, who are responsible for the conceptual and strategic development of products, services and systems in agencies, companies and organizations.
The transfer of knowledge about methods, techniques and tools of the digital world is the basis of all skills. Therefore we provide the theoretical foundation in short input units and then apply the presented methods and tools in practice.
Our credo is "Learning by Doing" - the participants of our seminars learn the application of relevant methods and techniques by means of practical exercises in a co-creative team process. The results of the practical work are then presented.
Learning is fun. Play and fun, trying out and making mistakes play an important role in learning. Only what triggers emotions can have an effect. We support you playfully to reach your goal.
Visualization is an important and powerful tool to make ideas and concepts understandable. We animate our participants to think visually and encourage them to draw their thoughts.
The results of the individual and group work are presented to the team or to all participants. Everyone is asked to communicate their work verbally, visually and argumentatively and put it into the right light.
All participants are invited to criticize - positive as well as negative. It is important to communicate what likes and dislikes and to give suggestions for improvements. In the dialogue with others and the open exchange of arguments, we make it possible to better reflect on the effect of one's own actions and to broaden one's own horizon.
All thematic blocks will be concluded with a retrospective. The experiences made are reflected in individual and group work. We create an instance of conscious perception and mentally repeat the experiences in order to better integrate them.
The power lies in the peace and quiet. Everyone is invited to explore themselves, to consciously perceive experiences and to let experiences work. We create moments of peace and look together into the inner self to manifest the acquired knowledge.
Fundamentals & backgrounds
The human brain, the digital eco system, the mature business, the user experience designer’s profession
Definitions & disciplines
User experience design, human/user centered design, interaction design, usability, information architecture, user interface design
Phases & methods
User analysis & design research, business goals & product strategy, product scope & requirements, information architecture & navigation, information & interaction design, user interface design & styleguide
Rules & standards
Mental models, eight golden rules, principles of interaction design, Don’t make me think, 10 usability heuristics, DIN ISO norms 9241-110, design laws, Apple interface guidelines, Google material design, Hick’s und Fitts’s law
Practical exercises: Collaborative UX research for UX & usability basics
Personas
User types, user segmentation, user goals and needs, market research vs. design research
Practical exercises: Developing personas, presentation, feedback and discussion
Customer lifecycle
Customer lifecycle, task analysis & definition, cognitive task analysis, top tasks
Practical exercises: Creating a customer lifecycle with top tasks, presentation, feedback and discussion
Customer journey and experience
Customer journey, service experience, touch points, experience mapping
User scenarios
User scenarios, use cases, use contexts
Practical exercises: Developing a user scenario with all use cases, presentation, feedback and discussion
Product analysis
SUS System Usability Scale, Google heart framework, expert review/heuristic evaluation, content audit, online survey
Usability testing
First click testing, A/B testing, usability lab, remote testing, mouse tracking, eye tracking, retrospective Think Aloud
Practical exercises: Implementing a live usability test for a selected application
Web analytics
Google Analytics, Adobe Analytics, Piwik Open Analytics …
Benchmarking, best practices, evaluation models, performance metrics
Business strategy
Business goals, goal definition
Product strategy
Product vision, UX principles, mission statement, value proposition, business model, success criteria, ROI (return on invest), KPIs (Key Performance Indicators), UX strategy
Practical exercises: Developing a product strategy using the product vision board, presentation, feedback and discussion
