Nairobi, Kenya

254721214795

Digital Banking CX: Creating Seamless Customer Experiences

Digital Customer Experience: UX and Journey Mapping for Banking is a practical training course designed to equip banking, fintech, digital transformation, product, marketing, and customer-experience p...

img 8 Topics

img 4 Days

img 32 Sessions

Banking & Financial Services Trainings
Click to Register

ONSITE OR VIRTUAL

6 upcoming sessions in the next 3 months

Oct 19 - Oct 23
Oct 26 - Oct 30
Nov 09 - Nov 13

+3 more

Programme Overview
Training Description

Who Should Attend

  • UX/UI professionals
  • Product managers and product owners
  • Banking operations professionals
  • Digital transformation specialists
  • Fintech professionals
  • Business analysts
  • Marketing and customer engagement professionals
  • Service designers
  • Innovation and strategy professionals
  • Relationship managers
  • Banking executives and team leaders
Session Objectives
  • Understand the principles and importance of UX and customer journey mapping in digital banking.
  • Implement techniques for analyzing customer needs and developing user personas.
  • Understand the role of UX design principles and usability testing in creating intuitive interfaces.
  • Implement techniques for utilizing design thinking and iterative prototyping.
  • Understand the legal and ethical considerations related to UX design and data privacy.
  • Develop strategies for measuring and analyzing the effectiveness of UX and customer journey mapping initiatives.
About the Course

Digital Customer Experience: UX and Journey Mapping for Banking is a practical training course designed to equip banking, fintech, digital transformation, product, marketing, and customer-experience professionals with the skills needed to design seamless, intuitive, and customer-centric digital banking experiences.

The course explores user experience (UX), customer experience (CX), customer personas, journey mapping, digital touchpoints, usability, customer pain points, service design, personalization, accessibility, and experience analytics. Participants will learn how to map end-to-end banking journeys, identify friction and service gaps, redesign critical customer interactions, and develop strategies that improve satisfaction, engagement, retention, and loyalty.

 

Curriculum & Topics

8 Topics | 32 Sessions

  • play Workshop 1.1: • Principles and importance of UX and customer journey mapping in digital banking.

  • play Workshop 1.2: • Understanding the UX landscape and its impact on customer satisfaction.

  • play Workshop 1.3: • Benefits of intuitive digital banking experiences.

  • play Workshop 1.4: • Historical context and evolution of UX design.

  • play Workshop 2.1: • Techniques for analyzing customer needs and developing user personas.

  • play Workshop 2.2: • Implementing user research and interviews.

  • play Workshop 2.3: • Utilizing persona development tools and templates.

  • play Workshop 2.4: • Managing user personas.

  • play Workshop 3.1: • Role of UX design principles and usability testing in creating intuitive interfaces.

  • play Workshop 3.2: • Understanding design heuristics and best practices.

  • play Workshop 3.3: • Implementing usability testing methodologies and tools.

  • play Workshop 3.4: • Managing usability testing.

  • play Workshop 4.1: • Techniques for developing and implementing customer journey maps.

  • play Workshop 4.2: • Implementing journey mapping workshops and exercises.

  • play Workshop 4.3: • Utilizing customer journey mapping tools and software.

  • play Workshop 4.4: • Managing customer journeys.

  • play Workshop 5.1: • Principles of information architecture and interaction design in digital banking.

  • play Workshop 5.2: • Understanding navigation design and content organization.

  • play Workshop 5.3: • Implementing interaction patterns and design systems.

  • play Workshop 5.4: • Managing interaction design.

  • play Workshop 6.1: • Techniques for utilizing design thinking and iterative prototyping.

  • play Workshop 6.2: • Implementing design sprints and rapid prototyping.

  • play Workshop 6.3: • Utilizing prototyping tools and platforms.

  • play Workshop 6.4: • Managing design iterations.

  • play Workshop 7.1: • Role of customer feedback and data analytics in UX optimization.

  • play Workshop 7.2: • Understanding customer feedback collection and analysis.

  • play Workshop 7.3: • Understanding customer feedback collection and analysis.

  • play Workshop 7.4: • Managing customer feedback.

  • play Workshop 8.1: • Techniques for conducting usability audits and UX performance assessments.

  • play Workshop 8.2: • Implementing ethical considerations in UX design.

  • play Workshop 8.3: • Utilizing performance metrics and reporting.

  • play Workshop 8.4: • Managing UX measurement.

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$ 1,000

Availability Calendar

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Delivery modes & Locations
Nairobi
Nairobi (1411)
O
On-Site (1405)
This Programme Includes

Certificate of Comptetion

Training Materials

Reference Materials

10 o'clock Tea

Lunch

4 o'clock Tea

Course Highlights

  • icon 4 Days Intensive Training

  • icon 8 Core Learning Topics

  • icon 32 Professional Sessions

  • icon Unknown Expert-led Delivery

FAQs

Frequently Asked Questions

Explore detailed answers to the most common questions about our platform and services.

What happens if I need to cancel or defer my training slot?

If you are unable to attend, you must notify us in writing at least 7 days before the course start date. You may choose to nominate a qualified substitute colleague at no additional cost or defer your enrolment to the next scheduled cohort for that program.

While the majority of our intensive professional programs are structured for high-engagement, on-site delivery, we offer select courses in a virtual or hybrid format. If your organization requires online delivery for a specific module, please indicate this during your booking inquiry.

Payments can be made via bank transfer or bank draft payable to PB Institute of Research and Technology. For corporate-sponsored participants, a formal undertaking/Local Purchase Order (LPO) from the employer is required to secure a slot before the training commencement date.

Most of our professional short courses are structured as intensive 5- or 10-day programs to minimize extended workplace absence while maximizing skill acquisition. We also offer compressed 1-to-3-day masterclasses.

Our primary residential and corporate training programs are hosted in premium, fully equipped conference facilities in Nairobi, Kenya. We also coordinate regional and international training locations depending on the specific cohort and organizational requirements. Exact venue details are communicated in your admission letter.

Registering is simple. Browse our training catalog, select your desired course, and click the "Book to Register" button. Fill out the brief registration form with your details, and a training coordinator will contact you within 24 hours to provide the admission letter and payment details.