UX & CX Foundations: Understanding, Contextualizing, Designing

Understand user needs, identify the level of maturity, demonstrate business value

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This training is held in German.

Your Introduction to UX & CX Management: From your users perceptions and needs users WHY) to your company’s UX maturity level (WHAT) to a UX strategy that delivers real business value (HOW). The Why–What–How framework provides you with guidance exactly where implementation begins. Through practical application exercises, you’ll embed user-centered thinking into your daily work and convince stakeholders with well-founded insights.

Module 1: Webinar

1,5 h

Joint start

Kickoff & Starting the Learning Journey Together
UX vs. CX
Overview of the Three Phases of the Course (WHY, WHAT, HOW)
Key Challenges of UX in a Corporate Context

Module 2: Self-study phase

5 h

The WHY phase

Before anything is designed or changed, the foundation must be in place: Why do users act the way they do? What drives them? Without this understanding of perception, needs, and emotions, any subsequent action will remain piecemeal.

UX vs. UI and UX vs. CX
User Centered Design
UX Design Process
Perceptual Processes and Gestalt Theory
Theories of need
Mental Models and Emotions
Empathy Map and User Journey
Behavior (Function and Usability)
Design Inspiration and Real-Life Model
UX Methods Toolkit

Module 3: Webinar

3 h

Understanding Users in Practice

Looking back on the self-study phase: What questions remain? What have you retained?
Needs Theory: In a live exercise, you'll delve into psychological needs and mental models
Real-Persona Meets AI: You'll create a Real-Persona and learn how AI-powered persona generation can help you
User Journey and Empathy Map: You apply both methods to your practice
Practical Check: You'll evaluate behavior, function, and usability in your project

Module 4: Self-study phase

5 h

The WHAT phase

Only once the “why” has been clarified can we meaningfully determine “what” needs to be done—namely, which processes, roles, and structures are necessary within the company to effectively embed UX. The concept builds directly on the insights gained during the WHY phase.

UX Stages and the UX Maturity Model
Analysis of the Current Situation
Team and roles
KPI and ROI
Business value of UX
UX in the Workplace — Stakeholder Management
Agile and Lean Principles
Users and Participatory Processes as a Source of Value Creation
Research methods
Make-or-buy assessment competence

Module 5: Webinar

3 h

UX & CX Maturity Level and Embedding Within the Company

Looking back on the self-study phase: What questions remain? What have you retained?
Current State Analysis and UX Maturity Level: Where Does Your Company Stand?
Understanding of Teams and Roles: You discuss this based on your own company's structures
UX Metrics: How to Measure KPIs and ROI in UX
Transfer Exercise: Stakeholder Map, Stakeholder Matrix, and Service Model Canvas
Brief Reflection: Participatory Processes in One’s Own Work Environment, with Examples of Qualitative and Quantitative Research

Module 6: Self-study phase

5 h

The HOW phase

The "how" is deliberately left for last because it concerns the actual implementation—specific features, tools, or organizational changes. However, this implementation can only succeed in a targeted manner if it is clear beforehand why it is necessary and what is to be achieved.

UX Strategy: Goal and Vision
UX Maturity Level
MVP and Product Vision
UX as a mindset
UX Principles in the Workplace
Visibility of UX in the company
Design studios and sprints
My UX Roadmap
Budgeting

Module 7: Webinar

2,5 h

Strategy, Visibility, and Outlook

Review of the self-study phase: What questions remain unanswered?
How Mature Is Your UX, Really? A Canvas Analysis for Teams and Companies
Overview of AI Tools: Opportunities and Risks for UX Research
Best Practices for Good UX
Application Exercise: Personal UX Roadmap
Dark Patterns and How to Get Started
Feedback Session and Outlook

UX vs. CX – What's the Difference, Anyway?
An Introduction to Perceptual Processes.
Emotions as a Compass: Truly Understanding User Needs and Translating Them into the Project.
Focused UX Methods: The Right Method at the Right Time.
Where Does Your Company Really Stand? UX Maturity Level and Current Status.
Roles, Teams, Responsibilities: Embedding UX Sustainably Within the Company.
Shaping the future together instead of deciding alone: Participation, co-creation, and the design mentor as a game-changer.
UX Strategy and Business Value: Where User Needs and Business Goals Converge.
Building Visibility: Bringing UX to Life in the Workplace Through Sprints and Studio.
Make it yourself or buy it? Answer the “make-or-buy” question with confidence.

This course offers a digital blended learning approach designed for those studying while working. Through a flexible combination of live webinars and self-study sessions, you'll be sure to reach your goals.

In this training course, you will learn:

Learning environment: In your online learning environment, you will find useful information, downloads and extra services for this training course after you have registered.

Self-study phases: Learn independently, at your own pace and whenever you want. Our courses offer you didactically high-quality learning material.

Live Webinars:In regular live webinars, you’ll meet yourtrainers . You’ll get answers to your questions, specific guidance, and instructions to deepen your knowledge and apply the skills you’ve learned in practical exercises.

Learning Community:A digital learning community will be available to you throughout the course. trainers with other participants and the trainers , and ask any questions you may have.

Certificate of Completion and Open Badge:As a graduate of the course, you will receive a certificate of completion and an open badge, which you can easily share on professional networks (such as LinkedIn).

A supportive framework: You’ll navigate the UX process with confidence—from WHY to WHAT to HOW. Understand the context, develop a concept, and design processes.
Strategy Meets Execution: You’ll develop your own UX roadmap, set priorities using an MVP approach, and embed UX as a mindset within the team.
Understand Your Maturity Level, Achieve Results: You know your organization’s UX maturity level and understand how to take the next step toward a genuine users and customer perspective.
Embedding user-centered thinking in the company: You have compelling arguments to deeply embed user-centered thinking as a genuine mindset—not just a process—within the company.

A well-thought-out mix of content, methods and support is essential for successful learning, especially when learning online. Our course concept is precisely tailored to this self-learning situation. Well-founded trainers, best practice examples, practical exercises, discussion and exchange of experience in the learning community.

The following third-party tools can be used in the event:

This course is designed for anyone who wants users a deep understanding of their users needs, design compelling product experiences, and strategically advance UX/CX within their organization.

UX professionals who want to deepen their expertise and strategically embed UX within their organization
CX leaders who take a holistic approach to customer experience and want to improve it in measurable ways
UX researchers who want to refine their methods and connect their research to real business impact
Product managers who want to make user-centered decisions and develop better products
Executives with a focus on customers and teams who want to use UX/CX as a strategic lever for growth and customer retention

Open Badges are recognized, digital certificates of participation. These verifiable credentials are the current standard for integration in career networks such as LinkedIn.

With them, you digitally demonstrate the competences you possess. After successful completion, you will receive an Open Badge from us.

Joint online training

Booking number
42937

€1,450 plus VAT

Details

25 h at 6 W …

Online

currently no events

German

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Train several employees

Price upon request

25 hours over 6 weeks

In-person or Online

Appointment scheduled on an individual basis

Customized training courses
Direct application in practice
Efficient use of time and resources

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This training is available as part of course:

Professional-Level UX & CX Manager

Junior UX & CX Manager

Please note: We use third-party tools for selected events. Personal data of the participant will be passed on to them for the implementation of the training offer. You can find more information in our privacy policy.

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