User Experience (ux) And Customer Journey Mapping: Enhancing Digital Banking Loyalty

Introduction

User Experience (UX) and Customer Journey Mapping training empowers financial institutions to design seamless and intuitive digital banking experiences, driving customer satisfaction and fostering loyalty. This course focuses on analyzing customer needs, implementing UX design principles, and understanding the impact of customer journey mapping on service optimization. Participants will learn to develop user personas, utilize usability testing, and understand the intricacies of using design thinking and iterative prototyping to create customer-centric digital solutions. By mastering UX and customer journey mapping, professionals can enhance their ability to create engaging digital banking experiences, improve customer retention, and contribute to a more customer-focused organizational culture.

The increasing demand for intuitive digital interfaces and personalized banking services necessitates a comprehensive understanding of UX design and customer journey mapping best practices. This course delves into the nuances of user research, information architecture, and interaction design, empowering participants to develop and implement tailored strategies. By integrating design expertise with customer understanding, this program enables organizations to lead initiatives that maximize customer satisfaction and drive long-term digital banking success.

Target Audience:

• UX designers
• Product managers
• Digital banking managers
• Customer experience managers
• UI designers
• Business analysts
• Marketing managers
• Consultants
• Individuals interested in digital banking UX
• Project managers

Course Objectives:

• Understand the principles and importance of UX and customer journey mapping in digital banking.
• Implement techniques for analyzing customer needs and developing user personas.
• Understand the role of UX design principles and usability testing in creating intuitive interfaces.
• Implement techniques for developing and implementing customer journey maps.
• Understand the principles of information architecture and interaction design in digital banking.
• Implement techniques for utilizing design thinking and iterative prototyping.
• Understand the role of customer feedback and data analytics in UX optimization.
• Implement techniques for conducting usability audits and UX performance assessments.
• Understand the legal and ethical considerations related to UX design and data privacy.
• Develop strategies for measuring and analyzing the effectiveness of UX and customer journey mapping initiatives.

DURATION

5 Days

COURSE CONTENT

Module 1: Foundations of UX in Digital Banking

• Principles and importance of UX and customer journey mapping in digital banking.
• Understanding the UX landscape and its impact on customer satisfaction.
• Benefits of intuitive digital banking experiences.
• Historical context and evolution of UX design.

Module 2: Customer Needs Analysis and User Personas

• Techniques for analyzing customer needs and developing user personas.
• Implementing user research and interviews.
• Utilizing persona development tools and templates.
• Managing user personas.

Module 3: UX Design Principles and Usability Testing

• Role of UX design principles and usability testing in creating intuitive interfaces.
• Understanding design heuristics and best practices.
• Implementing usability testing methodologies and tools.
• Managing usability testing.

Module 4: Customer Journey Mapping Development

• Techniques for developing and implementing customer journey maps.
• Implementing journey mapping workshops and exercises.
• Utilizing customer journey mapping tools and software.
• Managing customer journeys.

Module 5: Information Architecture and Interaction Design

• Principles of information architecture and interaction design in digital banking.
• Understanding navigation design and content organization.
• Implementing interaction patterns and design systems.
• Managing interaction design.

Module 6: Design Thinking and Iterative Prototyping

• Techniques for utilizing design thinking and iterative prototyping.
• Implementing design sprints and rapid prototyping.
• Utilizing prototyping tools and platforms.
• Managing design iterations.

Module 7: Customer Feedback and Data Analytics

• Role of customer feedback and data analytics in UX optimization.
• Understanding customer feedback collection and analysis.
• Implementing data analytics for UX performance.
• Managing customer feedback.

Module 8: Usability Audits, Ethics, and Measurement

• Techniques for conducting usability audits and UX performance assessments.
• Implementing ethical considerations in UX design.
• Utilizing performance metrics and reporting.
• Managing UX measurement.

Training Approach

This course will be delivered by our skilled trainers who have vast knowledge and experience as expert professionals in the fields. The course is taught in English and through a mix of theory, practical activities, group discussion and case studies. Course manuals and additional training materials will be provided to the participants upon completion of the training.

Tailor-Made Course

This course can also be tailor-made to meet organization requirement. For further inquiries, please contact us on: Email: info@skillsforafrica.org, training@skillsforafrica.org Tel: +254 702 249 449

Training Venue

The training will be held at our Skills for Africa Training Institute Training Centre. We also offer training for a group at requested location all over the world. The course fee covers the course tuition, training materials, two break refreshments, and buffet lunch.

Visa application, travel expenses, airport transfers, dinners, accommodation, insurance, and other personal expenses are catered by the participant

Certification

Participants will be issued with Skills for Africa Training Institute certificate upon completion of this course.

Airport Pickup and Accommodation

Airport pickup and accommodation is arranged upon request. For booking contact our Training Coordinator through Email: info@skillsforafrica.org, training@skillsforafrica.org Tel: +254 702 249 449

Terms of Payment: Unless otherwise agreed between the two parties’ payment of the course fee should be done 5 working days before commencement of the training.