About the Course
UX Strategy & Service Design is an executive-level programme designed to integrate user-centred design with organisational strategy and performance objectives.
In competitive markets, experience is a strategic differentiator. This course equips participants with structured approaches to designing products and services grounded in user insight, business alignment, and operational feasibility.
The programme integrates research, journey mapping, service blueprinting, and strategic alignment to strengthen evidence-led experience design.
Course Benefits
- - Strengthen user-centred design capability
- Align UX strategy with organisational objectives
- Improve cross-functional collaboration in service design
- Enhance experience consistency across touchpoints
- Increase confidence in strategic UX decision-making
Course Duration
5 Days (6 hours per day)
Who Is This Course For?
- - UX and service design professionals
- Product and digital leaders
- Marketing and customer experience teams
- Innovation and transformation leaders
- Executives responsible for customer experience strategy
Course Delivery
- - Strategy-led design workshops
- Journey mapping and blueprinting exercises
- Case-based experience analysis
- Applied UX framework simulations
- Peer discussion and structured reflection
Course Content
Day 1: Foundations of UX Strategy
- - Understanding UX as a strategic capability.
- Aligning user experience with business objectives.
- Identifying experience gaps across touchpoints.
- Defining user-centred value propositions.
Day 2: Service Design & Journey Mapping
- - Mapping end-to-end customer journeys.
- Identifying friction points and opportunity areas.
- Designing service blueprints aligned with operations.
- Strengthening cross-functional experience alignment.
Day 3: Integrating Research into Design
- - Translating research insights into design decisions.
- Balancing qualitative and quantitative insight.
- Prioritising experience improvements.
- Reducing risk in design initiatives.
Day 4: Experience Governance & Alignment
- - Aligning UX initiatives with organisational strategy.
- Defining ownership and accountability structures.
- Strengthening collaboration across digital and physical channels.
- Embedding UX into product and service roadmaps.
Day 5: Sustaining Experience Excellence
- - Measuring experience performance.
- Iterating based on user feedback and data insights.
- Embedding UX discipline within teams.
- Building long-term design capability.
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