Learn How to Transform Experiences

Creating a valuable customer experience (CX) is more than just giving your market what they want. It’s in how you build a relationship and a digital strategy that answers their questions, fulfils their needs, and establishes a connection with your brand. By bringing innovation to speed and improving the user journey, you successfully create meaningful user experiences, not just transactions.

About the Course

Analysing what creates satisfaction for users is an integral part of user research and creating an effective digital customer experience strategy. In this course, your objectives will revolve around learning the following :

  • Mastering the concept and creation of a customer experience framework and the intricacies of service experience transformation
  • Grasping the theory behind the design thinking process
  • Conceptualising the best-fit digital CX plan and framework for your business or industry

This course will also guide you on how to apply human centered design thinking to your user experience (UX) and CX planning.


To complete the course, you will also be tasked to complete a simple assessment task to evaluate your understanding of the theories presented and how to execute them.

Topics Covered

The course is packed with detailed lessons and examples to help you understand and formulate your own strategy
that incorporates CX and user experience (UX) factors.

Innovating the delivery of services and products to create a unique digital experience for customers
Grasp the idea of Digital Thinking and Design Thinking
Fundamentals of Customer Experience Framework
Creating a feasible and actionable digital CX proposal for your business
How to review projects and vital CX/UX considerations
Strategy planning and mapping for custom CX frameworks

About The Instructor

Dr Frank Qiu is the founder and CEO of User Experience Researchers Pte. Ltd., a leading Singapore-based user experience and digital solutions firm. He is also a Singapore University of Technology and Design (SUTD) Adjunct Senior Fellow with two decades’ worth of expertise in studies and works on UX design and research, e-commerce, and web design.

Dr Qiu is highly recognised in the UX field, publishing more than 30 papers of his work and sharing his expertise in international conferences and journals. He also served as the president of the Usability Professionals’ Association (UPA) Singapore, a member of the Human Factors and Ergonomics Society (HFES), CHI and IEEE Society, and an advisory board member for SIM University Human Factors Program.

He is Singapore’s first PhD earner of Nanyang Technological University’s user experience program, supervised by global UX pioneer Chui Yong Ping and Prof Martin Helander. He holds a Master’s degree in Industrial Engineering from China’s Zhejiang University.

Enroll Now and Learn from Industry Leaders

Other Courses We Offer:

+ =