Customers expect highly orchestrated, seamless omnichannel customer experiences. In this course, you will learn how to overcome organizational barriers to adopt a journey-driven approach to experience design. Leave with ideas to deliver high-quality customer experiences at scale.

Who Should Attend

  • Senior professionals overseeing customer experiences across various products and platforms
  • Experienced UX professionals looking to grow the omnichannel and journey design efforts within their organization 
  • For UX leads, product owners, and product managers looking to extend their design influence by building a journey-centric design and management practice
  • For CX practitioners looking to go beyond surveys & design journeys in user-centered ways

What You’ll Learn

Establish your crossfunctional journey-management plan

  • Essentials to journey design
  • Learn what data and insights to collect for identifying and prioritizing opportunities for improvement
  • Define team structures, team roles, where they report, and how to work across silos to establish healthy crossfunctional networks
  • Establish your team’s journey design operations and processes
  • Tools and technology to support your plan, like customer data structures, journey analytics, and customer data management tools
  • Choose strategic signals to create a customer journey health score 
  • Identify ways to personalize the journey experience

Discover how to build stakeholder buy-in

  • Communicate success metrics with a journey insights program
  • Quantify and convey the impact of pain points
  • Make a business case and forecast business impact with behavioral metrics
  • Emphasize efficiency with defined operations and a repeatable process 

Taught by an Industry Expert

Earn UX Certification

Take 5 live courses, pass 5 online exams

UX Certification is an exam-based credential that reinforces learning and boosts credibility.

UX Certification Benefits

Why Live Online Courses

What People Are Saying

  • This course is an excellent overview of how to implement a CX transformation and achieve serious change and impact. It's thorough and structured, with super clear examples and activities that complement it perfectly. It reinforced what I already felt about CX. I feel empowered to apply what I've learned in my consulting business. Thank you!

    Kat
    Iris

  • This course not only teaches you things during training but through the case studies, toolkits and recommendations allows you to continue developing and growing continuously afterwards to implement real change in your oganisation.

    Ben
    Department of Education, Skills and Employment

  • This is a great course for individuals or companies who are just beginning or are thinking about navigating into a more customer-centric mindset. You'll learn about what works and what will inhibit maturity (e.g., silos) in this space. It's a great course!

    Gabriela
    Premera Blue Cross

  • It is very good especially if you have some power in your company and already have a management role to influence how things are implemented. The practical exercises help bring things to life.

    Julia
    YBS

Frequently Asked Questions

How will I get the link to the Zoom meeting for the course?

60 minutes before your course begins, your link will be available when you log into your NN/G profile.

Can I watch a recording of the course?

Live Online courses are live events hosted on Zoom that extend throughout the day and include many periods of interactive exercises. The learning experience cannot be replicated by simply watching recordings after the event. We will not be making course recordings, and making your own recordings is not permitted.

Will I be able to network and get to know other participants?

You'll join a Slack community for both course-related discussion and networking with fellow participants. You'll also be able to use the Slack workspace before, during, and after the event to maintain your connections. You'll be invited to join the Slack community the week before the event starts.

What equipment will I need to participate in NN/G Live Online courses?

You'll be streaming video and audio to your computer, and also speaking with other participants. Make sure you have:

  • A laptop or desktop (using a tablet is not recommended)
  • A stable high-speed internet connection
  • Speakers or headphones
  • A microphone
  • A webcam
Do I really need a microphone and webcam?

While it's possible to attend our Live Online courses without your own webcam or microphone, you will not be able to fully participate in learning activities. Many of our courses use hands-on practice as the primary way of learning design and research techniques. You'll learn more during these activities if you can fully participate, and your collaboration partners can see and hear you. We also recommend using headphones.

Do I have to download any software?

All courses use Zoom and Hightail, a file-sharing service. Some courses require the use of Google Drive apps or Miro. All tools are free to use and do not require you to create an account, but you should ensure your device permissions allow you to access these tools.

  • Zoom is a video conferencing service. Our meetings follow security best practices, including passwords and waiting rooms. We recommend installing the Zoom app, which is free. If you are not able to install the Zoom software, you can also join through Chrome web browser. Test your access to Zoom.
  • Hightail will be used to share downloadable course materials (such as PDF copies of presentation slides). Test your access to Hightail. (If your network blocks you from access Hightail, during the event our conference team will be able to assist you with alternative ways to receive your course materials.
  • Google Drive apps are used for collaborative learning activities. If you are not able to use Google Docs or Sheets, you will be able to download copies of the activity materials, but may not be able to fully participate in group work. Test your access to Google Docs.
  • Miro is an online whiteboarding tool and is used for collaborative learning activities in some courses. You can download the Miro app or open a Miro link in your browser.
Will my internet connection be fast enough?

You will need a stable internet connection with a minimum of 3 Mbps (up and down) in order o participate in 
NN/g virtual courses. Ideally, a faster connection speed of 25 Mbps download and 5Mbps upload is recommended to ensure HD video and audio quality. If you are using a WIFI network, disconnect all other devices from that network to improve the streaming quality. Check your internet connection speed.

Can I join from my phone or tablet?

We do not recommend attending our classes from a small-screen device. Although you will be able to connect to the meeting, it will be difficult to see the detailed examples shared during class. It will also be extremely difficult to participate in collaborative exercises which require typing and interactive documents.