Understanding Human Experiences
At the heart of XM are the humans who have experiences with organizations. This journey builds an understanding of how people think, feel, and act, including how XM taps into the biases and heuristics that people rely on every day.
Description: Human beings are the focus of all experience management (XM) efforts. These courses explore how humans process experiences, why emotions are so important in XM, and what organizations need to keep in mind to design and deliver superior experiences to customers, employees, partners, and other in their XM ecosystem.
Prerequisites: None. | Estimated Time: 2 hours
Learning Objectives:
- Understand the Human Experience Cycle and its implications on managing XM
- Explore the 6 characteristics of humans and the key heuristics and biases that shape how they think and act
- Understand the impact of empathy and emotion and why they matter in XM
- Navigate the three strategies to effectively design experiences for human beings
Fundamentals of Human Experiences
Learn about the Human Experience Cycle, a model for understanding how people process experiences and how that impacts their future behaviors.
FREE
30 min
Humanizing XM
This course takes a closer look at what makes human beings so complex - from the essential characteristics that shape how people think and behave to the heuristics people draw on when relying on intuitive thinking when making decisions.
FREE
38 min
Designing for Human Beings
In this course, take what you learn and apply it to designing better human experiences by using tactics to establish deep empathy, create positive memories, and facilitate intuitive decisions.
FREE
63 min