Nairobi, Kenya

254721214795

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

User Experience (UX) and Customer Journey Mapping training empowers financial institutions to design seamless and intuitive digital banking experiences, driving customer satisfaction and fostering loy...

img 8 Topics

img 6 Days

img 32 Sessions

Banking & Financial Services Trainings
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ONSITE OR VIRTUAL

6 upcoming sessions in the next 3 months

Oct 19 - Oct 23
Oct 26 - Oct 30
Nov 09 - Nov 13

+3 more

Programme Overview
Training Description

Who Should Attend

  • UX designers
  • Product managers
  • Digital banking managers
  • Customer experience managers
  • UI designers
  • Business analysts
  • Marketing managers
  • Consultants
  • Individuals interested in digital banking UX
Session 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 utilizing design thinking and iterative prototyping.
  • 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.
About the Course

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.

Curriculum & Topics

8 Topics | 32 Sessions

  • play Workshop 1.1: • Principles and importance of UX and customer journey mapping in digital banking.

  • play Workshop 1.2: • Understanding the UX landscape and its impact on customer satisfaction.

  • play Workshop 1.3: • Benefits of intuitive digital banking experiences.

  • play Workshop 1.4: • Historical context and evolution of UX design.

  • play Workshop 2.1: • Techniques for analyzing customer needs and developing user personas.

  • play Workshop 2.2: • Implementing user research and interviews.

  • play Workshop 2.3: • Utilizing persona development tools and templates.

  • play Workshop 2.4: • Managing user personas.

  • play Workshop 3.1: • Role of UX design principles and usability testing in creating intuitive interfaces.

  • play Workshop 3.2: • Understanding design heuristics and best practices.

  • play Workshop 3.3: • Implementing usability testing methodologies and tools.

  • play Workshop 3.4: • Managing usability testing.

  • play Workshop 4.1: • Techniques for developing and implementing customer journey maps.

  • play Workshop 4.2: • Implementing journey mapping workshops and exercises.

  • play Workshop 4.3: • Utilizing customer journey mapping tools and software.

  • play Workshop 4.4: • Managing customer journeys.

  • play Workshop 5.1: • Principles of information architecture and interaction design in digital banking.

  • play Workshop 5.2: • Understanding navigation design and content organization.

  • play Workshop 5.3: • Implementing interaction patterns and design systems.

  • play Workshop 5.4: • Managing interaction design.

  • play Workshop 6.1: • Techniques for utilizing design thinking and iterative prototyping.

  • play Workshop 6.2: • Implementing design sprints and rapid prototyping.

  • play Workshop 6.3: • Utilizing prototyping tools and platforms.

  • play Workshop 6.4: • Managing design iterations.

  • play Workshop 7.1: • Role of customer feedback and data analytics in UX optimization.

  • play Workshop 7.2: • Understanding customer feedback collection and analysis.

  • play Workshop 7.3: • Understanding customer feedback collection and analysis.

  • play Workshop 7.4: • Managing customer feedback.

  • play Workshop 8.1: • Techniques for conducting usability audits and UX performance assessments.

  • play Workshop 8.2: • Implementing ethical considerations in UX design.

  • play Workshop 8.3: • Utilizing performance metrics and reporting.

  • play Workshop 8.4: • Managing UX measurement.

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$ 1,500

Availability Calendar

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Delivery modes & Locations
Nairobi
Nairobi (1411)
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On-Site (1405)
This Programme Includes

Certificate of Comptetion

Training Materials

Reference Materials

10 o'clock Tea

Lunch

4 o'clock Tea

Course Highlights

  • icon 6 Days Intensive Training

  • icon 8 Core Learning Topics

  • icon 32 Professional Sessions

  • icon Unknown Expert-led Delivery

FAQs

Frequently Asked Questions

Explore detailed answers to the most common questions about our platform and services.

Can organizations register a group of employees?

Yes. We specialize in corporate capacity building. Corporate sponsorships and group registrations can be coordinated directly through our admissions team. We also offer customized, in-house versions of our courses if you have a team of five or more participants.

If you are unable to attend, you must notify us in writing at least 7 days before the course start date. You may choose to nominate a qualified substitute colleague at no additional cost or defer your enrolment to the next scheduled cohort for that program.

Most of our professional short courses are structured as intensive 5- or 10-day programs to minimize extended workplace absence while maximizing skill acquisition. We also offer compressed 1-to-3-day masterclasses.

Payments can be made via bank transfer or bank draft payable to PB Institute of Research and Technology. For corporate-sponsored participants, a formal undertaking/Local Purchase Order (LPO) from the employer is required to secure a slot before the training commencement date.

Registering is simple. Browse our training catalog, select your desired course, and click the "Book to Register" button. Fill out the brief registration form with your details, and a training coordinator will contact you within 24 hours to provide the admission letter and payment details.

Our curriculum is explicitly designed around actionable, real-world case studies and frameworks (such as IPSAS, GFS, and climate-smart agriculture models). Rather than relying purely on academic lectures, our programs utilize quantitative tools, interactive exercises, and strategic analytics to ensure immediate workplace application.