Omnichannel UX Strategy

Course overview

Course Objective The Omnichannel UX Strategy course addresses approaches for user-centered experiences across digital and physical touchpoints. It covers the design, planning, and management of consistent interactions in the context of User Experience and Customer Experience. The focus is on methods for connecting channels such as websites, apps, emails, social media, support, and points of sale. The goal is to provide a framework for aligning user flows, information architecture, and interaction design throughout the entire Customer Journey. Content Basics of omnichannel architecture with definitions of channel roles, mapping of central touchpoints, user and business goals, and derivation of a cross-channel guideline Creation of customer journey and service blueprints including scenarios, process steps, responsibilities, handovers, and identification of pain points Information architecture and content governance across channels with taxonomies, terminology, metadata, variant control, and approval processes Interaction design and prototyping for cross-channel use cases, including state logic, device classes, accessibility, and error scenarios Measurement concept, metrics, and feedback loops with definitions of UX metrics, event tracking, evaluation of qualitative and quantitative data, and iteration planning Implementation framework and collaboration with product, marketing, development, and support, including roadmapping, backlog maintenance, and hand-off artifacts Learning Objectives - Analyze customer journeys and identify redundant or critical touchpoints - Create a service blueprint for a defined cross-channel use case - Develop a cross-channel information architecture including taxonomy and metadata - Design and prototype an interaction flow for at least two channels - Implement a measurement concept with defined UX metrics and events - Evaluate existing channel landscapes and derive prioritized action packages Career Prospects The course content is applicable in fields such as UX design, focusing on interaction design and prototyping across multiple channels. Typical job roles include Product Owner in the digital environment, particularly for roadmapping and backlog management in cross-channel projects. The course addresses content for roles such as Customer Experience Manager, for example, in evaluating journeys, defining KPIs, and managing feedback loops. There are also opportunities for Service Designers, for instance, in creating service blueprints and coordinating handovers between teams. Summary The Omnichannel UX Strategy course covers the planning, design, and measurement of consistent user experiences across multiple touchpoints. This training provides methods for journey mapping, information architecture, interaction design, and metric systems. The content relates to activities in UX design, product management, customer experience, and service design.

Upcoming dates

• 2026-08-31T22:00:00.000Z · 2027-02-18T23:00:00.000Z · Leipzig · Combined Learning
• 2026-08-31T22:00:00.000Z · 2026-11-24T23:00:00.000Z · Leipzig · Combined Learning
• 2026-10-04T22:00:00.000Z · 2027-03-24T23:00:00.000Z · Leipzig · Combined Learning
• 2026-10-04T22:00:00.000Z · 2026-12-28T23:00:00.000Z · Leipzig · Combined Learning