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Description

UX/CX Design: Running Research, Designing Journeys and Testing Solutions

Design journeys that hold up against real-world usage rather than the project team's assumptions

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

After a few projects the UX methods are familiar but the deliverables run on empty: user profiles nobody rereads, ideation workshops with no follow-through, and wireframes signed off in meetings rather than by users. The customer experience remains disjointed between the website, the application and after-sales service.

Three days to put design decisions back on the evidence. The programme runs through user research, problem framing, journey design, prototyping and testing. The CX dimension widens the work beyond the interface to human touchpoints and the moments where the journey breaks down.

Learning objectives

  • Run usable user research within a constrained timeframe
  • Frame a design problem from the observations gathered
  • Map a customer journey across all its touchpoints
  • Design and prototype testable interface solutions
  • Organise user tests and draw decisions from them
  • Defend a design choice in front of stakeholders

What makes this programme different

A user test is run live in the session and then analysed collectively
Journey mapping covers human touchpoints and not the interface alone
Design trade-offs are defended before a project sponsor role-played by the group

Programme

1User Research and Evidence Gathering

Moving Beyond the Team's Assumptions

  • Selecting a research method suited to the time available
  • Conducting a user interview without leading the answers
  • Observing usage in real-life settings
  • Making use of behavioural data already available

2From Raw Material to the Problem to Be Solved

Framing Before Designing

  • Structuring observations into themes and tensions
  • Building user profiles grounded in observed behaviour
  • Writing the design problem statement
  • Prioritising opportunities by value and feasibility

3Customer Journey Mapping

Connecting the Touchpoints

  • Mapping the journey across its channels and key moments
  • Identifying breakdowns between digital channels and human interaction
  • Linking expressed emotions to journey stages
  • Situating the internal processes behind each touchpoint

4Design and Prototyping

Making the Idea Tangible

  • Generating design directions from the framed problem
  • Structuring information architecture and screen flows
  • Producing a prototype at the level of fidelity useful for testing
  • Building accessibility requirements in from the design stage

5Testing, Decision and Communication

Letting Users Settle the Question

  • Writing a test protocol with observable tasks
  • Facilitating a test session without prompting the solution
  • Analysing difficulties and prioritising fixes
  • Presenting findings in order to secure a decision

Who is it for

UX designers, product managers, digital marketing managers and customer experience officers who already have practical exposure to user-centred design.

Prerequisites

Having taken part in an interface design or customer journey project.

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.