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Omni-Channel UX Strategy and Innovation is a Program

Omni-Channel UX Strategy and Innovation


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Full program description

Omni-Channel UX Strategy and Innovation

What's In It For Me

Course Overview

This course will empower you to contribute to your organizations strategic planning on user-centric strategies and product innovation across channels. You will learn how to lead and direct research for the development of new products, services, and business ideas for a seamless user experience. Maximize your ROI on innovation work with a clear understanding of what it takes to launch successful products in the market 

You will learn:

  • The skills and knowledge to bring the UX perspective to strategic and innovative projects
  • How to gain a thorough understanding of your users, which is essential to making informed decisions concerning channel integration
  • How to understand and take advantage of corporate and user ecosystems
  • How to bring innovation ideas to fruition
  • How to optimize design from the perspective of strategy and innovation
  • How to add the UX model to business strategy
  • How social trends impact design and interaction
  • How to innovate following an omni-channel perspective 

This course is one of the four courses that will prepare participants to sit for Certified User Experience Analyst (CXA) certification exam.

Who Should Attend

This course is recommended for professionals who would like to progress in the area of design and development and want to move up to a strategic level of involvement. This includes UX practitioners, marketers, and ethnographers who want to impact product strategy and innovation across channels from the perspective of user experience (UX).

Course Duration

3 Days / 21 Hours

Course Outline

Breakthroughs Start Here!

  • Bigger is better

  1. An end to myopic user centricity
  2. The ROI of Big
  3. Innovative offerings
  4. This is the language of executives

  • Stakeholder envisioning

  1. How to facilitate a unified vision
  2. Projecting the future
  3. Domain, brand, USP, market position, offerings, technology, channels

  • Affordance decomposition?

  1. Problem of breakthrough technologywhat to do with it!
  2. An affordance decomposition defined
  3. How the list helps.

Different Lenses Help

  • Megatrends and lifestyle changes

  1. Introduction to megatrends
  2. The changing digital world
  3. Trends in finance
  4. Trends in healthcare
  5. Trends in communications
  6. Lifestyle changes
  • Usage and design trends
  1. New usage models evolve
  2. Usage trendsusing them to understand your users

  • Business and product strategies

  1. Blue ocean
  2. Long tail
  3. Disruptive innovation
  4. N=1, R=G
  5. Other business models

Spy Work In Progress

  • Find your target

  1. Using segmentation models
  2. Inspirational v/s representative samples
  3. Is your target segment homogenous?

  • Know your users

  1. Culture probes
  2. Wearing an ethnographers glasses
  3. The value of user research
  4. Ethnography inspired methods and tools
  5. PET designuncover the inner forces
  6. Research pitfalls

  • Assess your competition

  1. Constant monitoring of new product offerings
  2. Branding strategy
  3. Positioning strategy
  4. Pricing strategy
  5. Product bundling
  6. Positioning

  • The unique UX contributions

Getting It In Your Head

  • Big insights

  1. Grounded theory
  2. How to know a hot insight
  3. Affinity diagrams to sift the hay stack

  • Big methods

  1. Cloud UXthe next generation of industrial strength UX work
  2. How to model big ecosystem charts
  3. DILO analysis

  • Big opportunities

  1. What is an opportunity and where does it come from?
  2. Ecosystem view
  3. Psychographic view
  4. Translating user insights to opportunity points
  5. Documenting an opportunity point

Serious Conversations

  • Executive intent

  1. Understanding organizational strategy
  2. The 6 types of executive intent
  3. The UX role in supporting the executive
  4. When executive intent goes wrong

  • Market strategies

  1. Macro market models
  2. UX focused strategieshow radical customer centricity wins in the market
  3. PET opens the market

  • Omni-channel strategies

  1. Channel integration and coordination is old news but you better get there
  2. Distinction between multi-channel and omni-channel
  3. Synergies
  4. Advanced digital strategies
  5. PET strategies

Killer Applications and Services

  • Ideation

  1. Tie in to the strategies!
  2. Using the research
  3. Be lateral and disruptive
  4. Be organic and incremental
  5. The SCAMPER method
  6. Crowd sourcing

  • Evaluation

  1. What fraction of ideas work out?
  2. Modeling the concepts to pick the best
  3. HFIs Three Circle Review

  • Concept validation and testing

  1. One-on-one interviews
  2. Focus groups
  3. Longitudinal studies
  4. Flexhibition
  5. Bizarre Bazaar
  6. Quantitative validatio  Taking your seat at the strategy table

Mode of Assessment

Not applicable

Certification Obtained and Conferred by

1.  Certificate of Attendance from NTUC LearningHub

Certificate of Attendance from NTUC LearningHub will be issued to participants who have met at least 75% attendance.

2.  External Certification Exam

The OET Architect is one of the four courses that will prepare participants to sit for Certified User Experience Analyst (CXA) certification. Upon passing the exam, participants will receive Certified User Experience Analyst (CXA) certification from Human Factors International, Inc.


Desire to learn, contribute and grow in the area of user-centric innovation and strategy.

Medium of Instruction & Trainer

Medium of Instruction: English

Trainer: Trainee ratio is 1: 20



Before GST

With GST

Full Course Fee



Union Training Assistance Programme (UTAP)

NTUC members enjoy UTAP* benefit of up to $250 each year when you sign up for courses with NTUC LearningHub.

* UTAP supports 50% of the course fees paid cap at $250 per year. You must be a union member throughout the course duration and at the time of claim. You must achieve a minimum of 75% attendance for each application and have sat for all prescribed examinations. Other terms and conditions apply.

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