Develop practical skills to embed human-centred and AI-aware design into digital products and services, aligning trust, perception, and value across the lifecycle. Covers experience as a driver across the ITIL Four Dimensions, experience capture and trustworthiness evaluation, and continual experience improvement including AI’s role.
Who this course is for
Service designers, product owners, and customer/employee experience leads who need to embed trust, usability, and measurable experience outcomes into IT services and products.
Syllabus outline
- Module 1: Foundations of ITIL Experience
- Module 2: Understanding Users and Their Needs
- Module 3: Designing and Building Trustworthy Experiences
- Module 4: Measuring and Sustaining Experience Value
ITIL® is a registered trademark of PeopleCert Group. This course is independently produced training content created to help learners understand and prepare for the topic area, and is not an official, accredited, or PeopleCert-endorsed certification course.
Curriculum
- 4 Sections
- 8 Lessons
- 10 Weeks
- Section 1: Foundations of ITIL Experience2
- Section 2: Understanding Users and Their Needs2
- Section 3: Designing and Building Trustworthy Experiences2
- Section 4: Measuring and Sustaining Experience Value3
Instructor
