CX Ideation & Service Design: Human-Centred Design for Higher Education

This course is designed for anyone working in the higher education sector, including universities, TAFEs and RTOs who want to better understand the current experience of future and current students. If you work outside education, explore our other courses at www.peakxd.com.au/training.

This hands-on, interactive training will show you:

✅ How to use ‘How might we…’ statements to drive innovation.
✅ How to apply ideation techniques to generate ideas.
✅ How to prioritise and select the best ideas to refine into concepts.
✅ How to develop and test service concepts through rapid prototyping.
✅ How to create a service blueprint to map the end-to-end customer experience.

Delivered by PeakXD - a leading Australian CX and service design consultancy - who will share their knowledge and experience conducting research with students from universities and TAFEs across Australia, including UQ, Griffith Uni, Monash Uni, QUT, TAFE Queensland, UniSC, and CQ University, among others.

🚀 Maximise your learning! This course will explore the 'solution space' and builds on customer research skills you may already have or can learn in our CX Discovery & Research: Human-Centred Design for Higher Education course, which explores methods to understand the 'problem space' and opportunities for improving the customer experience. Discounted tickets are available when you attend multiple courses.

Tickets

• 1st course: General admission $747 + GST
• Subsequent courses booked at the same time: Discounted rate of $677 + GST

Who should attend?

✅ CX managers and teams
✅ Student success and engagement teams
✅ Admissions, application and enrolment teams
✅ Marketing and communications teams
✅ School and faculty communications
✅ Service areas e.g., Library, Student Services
✅ Website, digital, and LMS teams

Hands-on activities

If you 'learn by doing' then you'll value our highly practical approach. Activities cover CX fundamentals and how they're applied in the real world:

1️⃣ Ideas prioritisation
2️⃣ Concept cards
3️⃣ Prototyping
4️⃣ Service blueprinting

Course syllabus

Our curriculum is aligned with global ISO 9241 standards on human-centred design, ensuring your CX work is based on best practice. You'll learn human-centred design methods, tools, and frameworks based on our experience working on over 600 CX projects.

Introduction to human-centred design

• Understand the concepts and key stages of human-centred design, UX and service design - and how they relate to higher education organisations

Problem framing

• Reframe problems effectively using insights gained from students
• Translate research findings into opportunity statements to guide ideation
• Use 'How might we...' statements to explore students' pain points and aspirations, generating innovative ideas

Ideation techniques and prioritisation

• The key elements in a co-creation workshop
• How to use ‘How might we…' statements and creative workshop techniques to ideate solutions to problems
• How to prioritise ideas

Concept generation

• How to take your top ideas and develop further into concept cards
• Techniques for presentation and critique

Prototyping and testing

• How to prototype services with students
• The value of testing your prototypes with current students

Service blueprinting

• Share the vision
• Understand the elements in a service blueprint
• How to use co-creation to map and design a service blueprint

Your trainers

Tania Lang and/or Miranda Wee will be your trainer for this course.

Tania Lang: Over 20 years' experience as a customer experience practitioner. Industry leader and presenter at UX conferences such as UX Australia Design Research. Has delivered UX training to over 3,500 participants including whole teams in organisations such as ATO, Services Australia, CASA, ANZ, CommBank and several other government agencies and private companies. Highly qualified: M. Bus. (Research) in User Behaviour, Grad. Cert. Human Factors, Grad. Cert in Arts (Marketing) and B.Sc.

Miranda Wee: More than 15 years' experience as a user experience practitioner. Has led UX research, design and testing projects for organisations such as TAFE Queensland, Queensland Ambulance Services, Transport and Main Roads (Smart Ticketing CX rollout) and the Australian Institute of Health and Welfare. Specialises in end-to-end UX—from discovery to design, prototyping, and testing. Passionate about uncovering deep user insights and usability issues to create better user experiences. Skilled in facilitating collaborative design workshops and stakeholder engagement.

Program delivery

This course will be delivered virtually, using Microsoft Teams and Miro. Breaks are scheduled throughout the day to reduce online meeting fatigue and we include plenty of interactive activities and break-out activities, ensuring you won't be just sitting passively watching a presentation all day. The activities have been carefully designed to help you learn in this environment and our trainers, Tania Lang and Miranda Wee are both skilled at creating engaging learning experiences regardless of the delivery mode.

Refund policy

Cancellations received 30 days or more before to the course start date will incur a 25% administration fee. Cancellations received less than 30 days are non-refundable.

If PeakXD postpones or cancels a course (e.g. due to insufficient numbers), attendees can elect to receive a full refund, attend the new date or have their payment transferred to another course.

Read our training policy and conditions for full details.