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Description

CX/UX Design: Mapping Journeys, Prototyping and Testing the Experience

Start from real user behaviour to design journeys and interfaces that are tested before they are built

  • 3 days — 21 h
  • In-person or virtual
  • Foundation
  • Up to 6 participants

Teams often design the experience from the inside out: a journey modelled on internal processes, screens drawn without a single user in the room, and pain points discovered only once the service goes live. Correction costs then land at the worst possible moment.

Three days to build the core discipline: user research, personas and customer journey mapping, information architecture, wireframing and prototyping, then usability testing. The progression moves from the overall customer experience down to the interface, screen by screen.

Learning objectives

  • Distinguish between customer experience
  • user experience and interface
  • Conduct user research proportionate to the project
  • Build personas and a customer journey map
  • Structure information and produce wireframes
  • Run a usability test and act on its findings

What makes this programme different

Participants work on a real service from start to finish throughout the programme
User interviews are conducted and then analysed in the session
The prototype produced is tested with people outside the project team

Programme

1Customer Experience and User Experience

Setting the vocabulary and the scope

  • Distinction between customer experience
  • user experience and interface
  • Touchpoints and continuity across channels
  • Roles and deliverables of a design team
  • Success criteria for an experience

2User Research

Going out to find real behaviour

  • One-to-one interviews and interview guides
  • Contextual observation and collection of verbatim comments
  • Making use of existing customer feedback
  • Summarising needs and pain points

3Personas and Customer Journey

Representing in order to decide

  • Building personas from research findings
  • Mapping the journey and the moments of truth
  • Identifying breaks and friction points
  • Prioritising improvement initiatives

4Information Architecture and Wireframing

Giving structure before drawing

  • Content organisation and navigation logic
  • Card sorting and site structure
  • Wireframes and layout principles
  • Digital accessibility fundamentals

5Prototyping and Usability Testing

Testing before building

  • Interactive prototypes and the useful level of fidelity
  • Test protocol and recruitment of testers
  • Running the test and observing without influencing
  • Analysing results and iterating

Who is it for

Digital marketing officers · web project managers · content designers and copywriters · customer relations managers and any professional involved in designing an online service.

Prerequisites

No prior knowledge required

Dates & locations

36 scheduled dates between November 2026 and December 2027. Seats are confirmed in the order enquiries are received.

November 2026

December 2026

January 2027

February 2027

March 2027

April 2027

May 2027

June 2027

September 2027

October 2027

November 2027

December 2027

None of these dates suit you? We open additional sessions on request, and any programme can be run privately for your team.

Practical details

Before the programme
Online positioning questionnaire. Your development objectives are shared with the trainer, who tailors the practical case studies to your context.
Teaching methods
Theoretical input, workshops and practical case studies. Digital course materials and method sheets provided.
Assessment
Multiple-choice tests and role-play exercises. Assessment of learning at the start and end of the programme, with immediate and 60-day follow-up evaluations.
After the programme
One year of access to the e-learning platform. Self-assessment of the skills acquired and a 30-day follow-up session with your trainer.
How to register
Registration online or on the basis of a quotation.
Lead time
11 working days after confirmation of registration.
Accessibility
Accessible to people of determination. Contact our accessibility coordinator to design a suitable solution: contact@mpf-academy.ae
Start dates
Rolling intake: in addition to the scheduled sessions, this programme can start on request.