Interactive courses delivered by our experts

Customer Experience Education

Our offeringUse our unique customer experience education programme to help kick-start a new initiative or spread customer centric practices throughout your business.

Our collaborative training sessions ensure that all participants are actively engaged, using a combination of theory, relevant case studies, activities and group discussions.

Most of our courses are aimed at a broad audience, demonstrating how Customer Experience and design-led approaches can drive innovation and change business culture. Some are deep dives into specific areas, aimed at UX practitioners.

All our training courses are half-day sessions and have a minimum of 8 participants. Book a single course or an education package.

Our unique approach • Highly relevant & customised – we do pre-work to ensure that the

activities and case studies are appropriate for your business • Active – you will try things first-hand, not just sit through a lecture• Designed for businesses and groups - large groups can take part not just

individuals • Collaborative - you will work together throughout the sessions and aim to

getting things done as a team

Our training courses

* Number of participants may depend on the location.

Visual Design

Structure

Research

Concept

Max. 14

Interaction Design & PrototypingSuited for: Practitioners

Unlimited*

Design Thinking to InnovateSuited for: EveryoneUnlimited*

Sketching & StoryboardingSuited for: Everyone

Max: 14

ResearchSuited for: Practitioners

Max: 14

Information ArchitectureSuited for: Practitioners

Max: 14

CopywritingSuited for: Practitioners

Interaction

We recommend starting with this course:

Customer Experience Foundation

Suited for: Everyone

Max. 14

This is an introductory session covering the basics of Customer Experience (CX) and User Experience (UX) and Customer-Centred Design. We will explain the benefits of following a customer-centred approach, give an overview of the UX process and introduce some of the common methods and techniques.

The goal of this course is to build a shared understanding and appreciation of Customer Experience, User Experience and Customer-Centred Design, which will help to change employee mindsets and increase UX maturity within a company.

Why choose this? • Gain a better understanding of User Experience (UX) and Customer

Experience (CX)• Increase User Experience maturity within the company• Lay the foundations for our more advanced trainings • Start the organisational change towards Human-Centred Design

What you will learn • What is customer experience• How to adopt a customer-centric perspective • How to engage customers across channels • How to deliver best-in-class experience• What is Human-Centred Design and its benefits

Half day 8 - 14 participants Suited for: Everyone

Customer Experience Foundation

We recommend starting with this course

This is a practical session that includes an innovation challenge, allowing participants to experience first hand what Design Thinking is all about.

The goal of this course is to provide a way of thinking that helps solve complex problems and find desirable solutions for end users.

Why choose this? • Gain a better understanding of Design Thinking • Discover ways to apply Design Thinking to your organisation • Discover optimal outcomes using logic, imagination, intuition and

systemic reasoning • Pitch your solutions and have your colleagues vote for the preferred one

What you will learn • The psychology innovation • What is design thinking and how to use it • How to apply Design Thinking approach • Sharpen your newly acquired skills with our Innovation Challenge• Pitch and vote on your favourite solution and win a prize

Design Thinking & Innovation

Unlimited* Suited for: EveryoneHalf day

* Number of participants may depend on the location.

This session is focused on research tools and techniques. We will explain when to use each technique and give practical advice on how to conduct research.

The goal of this course is to equip practitioners with the tools and techniques they need to effectively use research to create evidence based designs.

Why choose this? • Learn how to conduct research • Understand how the right research techniques drive insights• Master evidence-based design using different research techniques • Learn how to make the most of your analysis

What you will learn • How to select the right research methods• How to conduct research using some of the following approaches:

interviews, focus groups, ethnography, diary studies, questionnaires, card sorting, user testing, multivariate & A/B testing

• How to conduct and present research effectively including preparation, execution, analysis, impact prioritisation, and reporting Research

8 - 14 participants Suited for: PractitionersHalf day

Sketching & Storyboarding

This session focuses on how to tell a narrative through sketches and storyboarding. Many people believe they can’t draw, they’re wrong! This workshop will provide effective tips and techniques to provide participants with the ability to instantly communicate ideas through pen and paper.

The goal of this course is to provide participants with a tool that allows them to effectively communicate their design ideas through the medium of sketching.

Why choose this? • Gain confidence to sketch ideas and storyboards • Discover ways to tell a story and engage the audience with the narrative• Understand the power of storyboarding in the context of UX design • Work together to create a storyboard

What you will learn • Learn how to quickly sketch your ideas and visually express your thoughts • Why storyboard is a fast and effective communication method• Can I learn to sketch in one hour? Yes you can, we will show you how• Learn how to tell a story and bring your sketches to life using dramatic

principles • Put it all together: you will share your solution to an innovation challenge

using visual communication and story telling

Unlimited* Suited for: PractitionersHalf day

* Number of participants may depend on the location.

Information Architecture

This session is focused on information architecture. We will explain techniques to create and validate information architecture. We will also cover the best practice for designing navigation and search. 

The goal of this course is to equip practitioners with the tools and techniques they need to effectively maintain and improve information architecture.

Why choose this? • Learn how to improve information architecture • Tips for information architecture maintenance• Discover ways to create and validate information architecture• Focus on search and navigation

What you will learn • How to organise, group and label information • How to create intuitive taxonomies using Card Sorting and Tree Testing

techniques • How to generate the right structure• How to make sure that people find information easily, including search

design, browsing behaviours, creating effective navigation, filtering and discovery

8 - 14 participants Suited for: PractitionersHalf day

Interaction Design & Prototyping

This session is focused on interaction design and prototyping. We will cover interaction design guidelines and demonstrate how to use Sketch and InVision to create interactive prototypes for different devices. 

The goal of this course is to equip practitioners with the tools and techniques they need to design effective interfaces and interactions. 

Why choose this? • Learn how to effectively set up design guidelines and Sketch prototypes • Explore new ways of creating interactive prototypes• Discover best practice for mobile, tablet and desktop with Sketch and

Invision• Find out how to setup your UI libraries for efficient workflows

What you will learn • How to design compelling interactions • How to ensure that your design drives the right user behaviours by using

design principles • How to create an efficient design practice using UI and prototyping guides

and libraries

8 - 14 participants Suited for: PractitionersHalf day

Copywriting

This session focuses on practical writing techniques. Broadly speaking, it will have two parts: a general overview of how brands create (intentionally or otherwise) a verbal identity; and a more interactive session, where attendees learn specific skills and put them into practice in the context of their everyday work.

The goal of this course is to help people understand how a tone of voice works and how to express the clients tone of voice in their own writing. 

Why choose this? • Learn practical writing techniques • Explore branding components such as tone of voice• Work together to practice writing techniques and skills• Implement your new copywriting techniques in your daily work

What you will learn • How to create the right tone of voice and why it matters • The basics of business writing• Master key skills through our editing, copy and creative expression

exercises

8 - 14 participants Suited for: PractitionersHalf day

What we offer • Our experienced team of professionals lead all of our training sessions

• Hands-on activities with feedback from instructor

• Materials to take away at the end of the training

• Opportunity to ask questions and get answers from our team

• Case studies relevant to your industry

• Certificates confirming participation

• Culture shift towards Human-Centred Design and products

• Common understanding of Customer Experience (CX) and User Experience (UX) and the role they play within your organisation

• Explore perspectives from people across your business

• Get to know each other

Pricing Our courses are designed as group sessions and charged at £250 per participant, with a minimum of 8 participants.

We offer discounts for packages of 3 or more courses.

Training information

Training locationsT&T studio We are happy to host training sessions at our studio in Clerkenwell, London. Our two training spaces available, can accommodate up to 14 participants.

We provide refreshments for all training sessions in our design studio. The type of refreshments is dependent on the time of day when the training is taking place. We will try to accommodate all dietary requirements, so please let us know if there are any at the time of booking.

External location We can host training sessions at client offices or other locations.

We will not provide refreshments or food for sessions held at external locations.

For locations outside of London, we will charge reasonable travel expenses for the facilitator and co-facilitator.

“Our entire team attended T&T’s customer experience training programme. It opened our eyes and made us think differently. We’re now busy implementing these practices across our business! Harriet Farrow Head of Digital Product - Amara

“This is such great training – active, collaborative, and so relevant to me and my job. The best 3 hours I’ve spent for ages. I want more! Participant feedback form

We combine deep understanding of human behaviour, scientific research and User-Centred Design techniques to create digital experiences that people love. For our clients this means genuine differentiation and increased satisfaction, loyalty and engagement.

Digital Service Audit A rapid and effective way to identify improvements to a product or service, or shape something new.

Product Blueprint Take your next generation product from idea to tested prototype in just four weeks!

User Experience Design Create human-centric products and services that your customers and internal teams adopt and love to use, because they transform the way they work.

Digital Change & Training Establish a digital culture, with new customer-centric business practices.

Our services We’ve earned a reputation for solving complex challenges and delivering real business value.

About Tobias & Tobias

Design technology that puts people first

Contact us for more details or to book your training

Call us on +44 (0)207 3716695

Email us at hello@tobiasandtobias.com

Pop into our studio at Lector Court, 151-153 Farringdon Road, EC1R 3AF, London

www.tobiasandtobias.com