Design Thinking & Customer Journeys

About this course

Explore customer needs through research, journey maps, service blueprints, prototypes and user testing.

This foundation course is part of the Digital Transformation & Innovation school. The curriculum includes an estimated 10 h of study content. Instructor-led delivery is available online or offline; session schedules are confirmed during enrollment.

Course curriculum

• Module 1 — What Design Thinking Is
• Module 2 — Customer Research
• Module 3 — Personas and Jobs to Be Done
• Module 4 — Journey Mapping
• Module 5 — Service Blueprints
• Module 6 — Ideation and Prototyping
• Module 7 — Testing with Users

Applied learning

• Case Study — Harbourline Listens to Its Customers
• Lab 1 — Map a customer journey from data
• Lab 2 — A service blueprint
• Lab 3 — A usability test plan
• Capstone — A Customer Experience Redesign

Who this course is for

Executive; Enterprise Team; Technology Professional; Engineer / Architect

Prerequisites

No prerequisite course is listed in the academy catalog.

Course details

• Course code: NE-DTX-102
• Level: Foundation
• Estimated duration: 10 h
• Delivery: Self-Paced