Create a seamless, cohesive cross-channel experience

Customers interact with businesses through many channels and on many devices. Users see each of these interactions as part of one larger experience, making it essential for organizations to create a cohesive ecosystem. This course will help you do the research to find common pain points in these journeys and understand the components of an optimized customer experience.

Who Should Attend

  • User and customer experience practitioners working on products across multiple channels
  • Researchers preparing to study and document customer journeys across multiple channels.
  • Anyone looking for an introduction to omnichannel journeys

What You'll Learn

01 Define and build your omnichannel user experience
  • Visualize how users engage with organizations through digital and physical touchpoints
  • Understand how users choose which devices and channels to use and how they transition between them
  • Understand the customer journey through their interactions over time
  • Diagnose pain points in customer journeys
  • Communicate the ROI of journey-level improvements 
  • Apply guidelines for the 5 components that create excellent omnichannel experiences
02 Gain stakeholder support for improving your omnichannel experience
  • Articulate why companies should focus on exceptional omnichannel experiences
  • Determine your organization’s omnichannel maturity and prepare to discuss the results with your team
  • Identify places to start driving organizational change to adopt omnichannel strategies (even if others aren’t bought in yet)
  • Explore technical capabilities that support cohesive experiences
03 Discover how research can help you improve

 

  • Run your own omnichannel research to discover pain points
  • Measure changes and improvements in the customer experience
  • Use customer journey maps as a diagnostic tool

This Course Includes

  • Findings and video clips from our own diary and usability studies documenting omnichannel journeys
  • Scorecard for evaluating components of your omnichannel ecosystem and overall maturity
  • Diary study examples and planning resources from our own research
  • Screenshots of designs that work and don't work
  • Group exercises to reinforce learning
  • Reading list of literature relevant to omnichannel CX
  • Customer data platform (CDP) buyer’s guide

Learn from Industry Experts

Why NN/g

What People Say About This Course

  • A great presentation that clearly brings together everything you need to know to start the Omnichannels process in your business.

    Andrew
    SBS

  • This course was very well delivered, good examples and enjoyable team exercises. Good for beginners as well as more experienced UX designers.

    Angela
    Which?

  • This course did a great job of forcing us to take a step back and see how our channels might be doing well separately but not as an overall experience for the user.

    Lena
    Vline

  • The course has by far exceeded my expectations. It informs about omnichannel journey but much more about the concept of well optimised omnichannel organisation. I loved it!

    Jelena
    Delivery Hero

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Frequently Asked Questions

How will I get the link to the Zoom meeting for the course?

60 minutes before your course begins, your link will be available when you log into your NN/g profile.

Can I watch a recording of the course?

Virtual courses are live events that extend throughout the day and include many periods of interactive exercises. The learning experience cannot be replicated by simply watching recordings after the event. We will not be making course recordings, and making your own recordings is not permitted.

Will I be able to network and get to know other participants?

You'll join a Slack community for both course-related discussion and networking with fellow participants. You'll also be able to use the Slack workspace before, during, and after the event to maintain your connections. You'll be invited to join the Slack community the week before the event starts.

What equipment will I need to participate in NN/g live online courses?

You'll be streaming video and audio to your computer, and also speaking with other participants. Make sure you have:

  • A laptop or desktop (using a tablet is not recommended)
  • A stable high-speed internet connection
  • Speakers or headphones
  • A microphone
  • A webcam
Do I really need a microphone and webcam?

White it's possible to attend our virtual courses without your own webcam or microphone, you will not be able to fully participate in learning activities. Many of our courses use hands-on practice as the primary way of learning design and research techniques. You'll learn more during these activities if you can fully participate, and your collaboration partners can see and hear you. We also recommend using headphones.

Do I have to download any software?

All courses use Zoom and Hightail, a file-sharing service. Some courses require the use of Google Drive apps or Miro. All tools are free to use and do not require you to create an account, but you should ensure your device permissions allow you to access these tools.

  • Zoom is a video conferencing service. Our meetings follow security best practices, including passwords and waiting rooms. We recommend installing the Zoom app, which is free. If you are not able to install the Zoom software, you can also join through Chrome web browser. Test your access to Zoom.
  • Hightail will be used to share downloadable course materials (such as PDF copies of presentation slides). Test your access to Hightail. (If your network blocks you from access Hightail, during the event our conference team will be able to assist you with alternative ways to receive your course materials.
  • Google Drive apps are used for collaborative learning activities. If you are not able to use Google Docs or Sheets, you will be able to download copies of the activity materials, but may not be able to fully participate in group work. Test your access to Google Docs.
  • Miro is an online whiteboarding tool and is used for collaborative learning activities in some courses. You can download the Miro app or open a Miro link in your browser.
Will my internet connection be fast enough?

You will need a stable internet connection with a minimum of 3 Mbps (up and down) in order o participate in 
NN/g virtual courses. Ideally, a faster connection speed of 25 Mbps download and 5Mbps upload is recommended to ensure HD video and audio quality. If you are using a WIFI network, disconnect all other devices from that network to improve the streaming quality. Check your internet connection speed.

Can I join from my phone or tablet?

We do not recommend attending our classes from a small-screen device. Although you will be able to connect to the meeting, it will be difficult to see the detailed examples shared during class. It will also be extremely difficult to participate in collaborative exercises which require typing and interactive documents.