3-week online course

This is a self-directed course, that we suggest to be completed in 3 weeks. You will get trained on Behavioural Design Thinking that will improve the results of all your activities regarding customer and employee experience. You will learn how to face human biases and how to hack human memory in order to create remarkable moments.

Key topics of this course

  • Experience Engineering

    Reduce Friction and boost Motivation.

  • Memory Hacking

    Leverage Peak-end effect and shape what people remember.

  • Behavioural Design Thinking

    Get trained on a practical framework and transform knowledge in to action.

Who should attend

This course will give you the knowledge and tools you need, to elevate your customer experience. This looks like:

  • Product and brand leaders

  • CX managers

  • Digital managers

  • UX/UI Designers

Course outline

  • 1

    Revealing the irrationality of human nature

    • Congratulations!

    • Welcome to the Masterclass!

    • Why do we bother so much with Customer Experience?

    • A story about customer delight.

    • Why do we bother so much with Customer Experience?

    • Why you don't need to delight your customers.

    • How do you pick an airline?

    • Recap on Behavioural Economics: Moving the elephant

    • What is the experience you want to improve?
  • 2

    Removing Friction

    • What to expect in this chapter.

    • Remove elements before adding new

    • Tie desired behaviour with an existing one

    • Friction is not always bad

    • Reflections on Friction

    • Uncertainty creates friction - funny video

    • Fighting uncertainty early on

    • Reflections on Uncertainty
  • 3

    Boosting motivation

    • What to expect in this chapter.

    • The power of Salient Feedback

    • Reflections on Feedback

    • Peak-end effect 1/2

    • Peak-end effect 2/2

    • Reflections on Peak-end effect
  • 4

    Personal Biases

    • What to expect in this chapter.

    • Decision Making Model

    • Confirmation bias

    • Availability bias

    • Consistency bias

    • Present bias

    • Optimism bias

    • More biases quick view.

    • Reflections on Personal Biases
  • 5

    Behavioural Design Thinking

    • Assignment: Make people eat healthily

    • 5 steps of Behavioural Design Thinking

    • How to use the BDT Working template

    • Download your BDT Working template
  • 6

    Wrap up

    • What we've learned in this course

    • Additional material to watch and read

    • Summary Quiz

    • Congratulations! - Get your Certificate

Expected in 2021

Relevant courses

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    EXPERIENCES - Hacking behaviours (forever)

    Get trained on Behavioural Design Thinking that will improve the results of all your activities regarding customer and employee experience. Learn how to face human biases and how to hack human memory in order to create remarkable moments.

    40 Lessons €399,00
    Pre-order available now!