Customer Experience (CX) Learning Roadmap for Product Designers
🌐 STAGE 1: Foundation (Weeks 1–2)
Objective: Understand what CX is and how it differs from UX and Product Design
Topics to Learn: - What is Customer Experience? - CX vs UX vs Service Design - Introduction to Customer
Journey Mapping - Introduction to VoC (Voice of Customer)
Resources: - Book: Outside In by Harley Manning (Forrester) - Blog: Nielsen Norman Group on CX vs UX -
Video: CX 101 by Qualtrics (YouTube)
Tools to Explore: - FigJam / Miro (for journey maps)
🔢 STAGE 2: Metrics and Measurement (Weeks 3–4)
Objective: Learn how CX is measured and managed in organizations
Topics to Learn: - NPS (Net Promoter Score) - CSAT (Customer Satisfaction) - CES (Customer Effort Score) -
Customer Lifetime Value (CLTV) - Churn analysis basics
Activities: - Analyze a product experience and map its CX touchpoints - Create a sample NPS survey
Tools to Try: - Google Forms or Typeform (survey design) - Looker Studio / Tableau (dashboard building)
🔹 STAGE 3: Voice of Customer & Research (Weeks 5–6)
Objective: Learn how to gather, analyze, and present customer insights
Topics to Learn: - VoC Programs and Listening Posts - Text Analysis and Tagging (open-text feedback) -
Survey Logic and Branching - Sentiment Analysis (basic NLP)
Tools to Explore: - Dovetail or EnjoyHQ (for research tagging) - Medallia or Qualtrics CX
Project: - Conduct a mock VoC project on a real product
📊 STAGE 4: Journey Design & Mapping (Weeks 7–8)
Objective: Understand how to design and improve customer journeys
1
Topics to Learn: - Journey Mapping Best Practices - Pain Point Identification - Blueprinting Customer
Lifecycle - Omnichannel CX
Activities: - Create a journey map for a banking or e-commerce product - Run a customer pain point
workshop (mock)
Tools: - Miro, FigJam, Smaply
🚀 STAGE 5: CX Strategy & Execution (Weeks 9–10)
Objective: Learn how CX drives business outcomes and how to present it
Topics to Learn: - Connecting CX to Business KPIs (revenue, retention, NPS) - Executive Dashboards -
Presenting CX Insights to Stakeholders
Deliverables: - CX Impact Case Study (e.g., improving onboarding NPS) - Executive Dashboard Design in
Figma or Looker
🎯 Bonus: Certification & Networking
• Certifications to Consider:
• Qualtrics CX Certification
• Forrester CX Certification
• Nielsen Norman Group Service Design
• Communities:
• CX Network
• LinkedIn Groups: CX Professionals, Customer Success and Experience
🌟 Final Goal:
Be confident in: - Running and analyzing CX programs - Mapping customer journeys and solving pain points
- Translating customer feedback into design and product strategy - Speaking the business language of CX
(ROI, churn, NPS)
Next Step: Create a CX Portfolio Project based on this roadmap (mock or real client).
