UX for Leaders
A one-day programme for executives who fund design work and are not sure how to evaluate it. Design is unusual among business functions in that everyone feels qualified to have an opinion on the output, and very few people can assess the process that produced it. That combination is how organisations end up redesigning the same product every eighteen months.
The session is about judgment rather than craft. It covers the commercial case for design, what a mature design process looks like at each stage, the questions that reveal whether research actually happened, how to build or buy design capability, and the metrics that tell you whether any of it worked.
HRD Corp SBL-Khas Claimable
Programme Agenda
9:00 AM - 9:15 AM
Welcome and Programme Overview
Introduction to the session, objectives, and housekeeping.
9:15 AM - 9:45 AM
UX as a Business Driver
Understand how user experience impacts revenue, conversion, customer retention, and operational efficiency across digital products and services.
9:45 AM - 10:15 AM
Customer Psychology and Mental Models
Learn how users think, make decisions, and form expectations. Apply psychological principles, including the behavioural triggers behind user action, to improve engagement and user satisfaction.
10:15 AM - 10:30 AM
Break
10:30 AM - 11:00 AM
Design Thinking for Decision-Making
Apply a simplified framework to understand problems, evaluate solutions, and make structured product decisions without design expertise.
11:00 AM - 11:30 AM
Service Design and Omni-channel Strategy
Experience is not only on screens. Map customer journeys across digital and physical touchpoints, from mobile apps to retail and F&B environments, and manage the total experience end to end.
11:30 AM - 12:00 PM
Ethical UX and Dark Patterns
Understand the risks of manipulative design and how poor UX decisions can impact trust, brand perception, and long-term growth.
12:00 PM - 12:30 PM
UX Evaluation, Strategic Audit and ROI
Assess usability, identify friction points, and evaluate product experience using a practical UX scorecard. Quantify design improvements in terms of revenue, conversion, and customer retention so investment decisions can be defended with numbers.
12:30 PM - 1:30 PM
Lunch
1:30 PM - 2:05 PM
Design Operations, Design Debt and Governance
Manage design debt and lead teams building systems that scale. Focus on the governance, documentation, and standards required to maintain quality across a growing organisation.
2:05 PM - 2:40 PM
Multi-Industry Case Studies
Analyse successes and failures across FinTech, e-commerce, and service industries such as F&B and hospitality, to understand how UX principles adapt to different market conditions.
2:40 PM - 3:15 PM
UX Strategy and Team Alignment
Align product, design, marketing, and business teams to ensure consistent direction and better execution across projects.
3:15 PM - 3:30 PM
Break
3:30 PM - 4:10 PM
Executive Communication and Stakeholder Buy-in
Speak the language of the C-suite. Practise presenting design strategy and its business case to senior stakeholders in order to secure budget and buy-in.
4:10 PM - 4:45 PM
UX Audit and Executive Decision Simulation. Evaluate a real product, identify gaps, and present strategic recommendations based on business impact. Key Outcomes:
Understand how UX impacts business performance and customer experience. Evaluate product usability and identify hidden friction points. Quantify design decisions in terms of revenue, conversion, and retention. Apply service design across digital and physical customer touchpoints. Lead and scale design teams using DesignOps and governance frameworks. Align teams and stakeholders toward shared business outcomes. Present design strategy persuasively to senior stakeholders. Apply UX principles without needing technical or design skills.
4:45 PM - 5:00 PM
Wrap-Up and Q&A
Key takeaways, next steps, and close.
Key Outcomes
- Make the commercial case for design investment in terms a board accepts
- Recognise design maturity, and the signs of a process that skipped research
- Ask the questions that distinguish evidence from assertion in a design review
- Decide between building an in-house team, hiring an agency, or a hybrid
- Set design metrics that connect to business outcomes rather than to taste
- Sponsor design work without becoming the loudest opinion in the room
Training Mode Physical / Online / Hybrid / e-learning
HRD Corp SBL-Khas Claimable
Level Awareness level, aimed at senior audiences. Suitable for executives, product and marketing leadership, and business owners commissioning design work. No design background required.
Duration 1 Day (8 Hours) | 9:00 AM to 5:00 PM
Venue In-house at the client's premises, or delivered via the client's preferred platform (Microsoft Teams, Zoom, or equivalent)
Assessment A design capability assessment and investment case for the participant's own organisation
Certificate Certificate of Completion issued to all participants upon full attendance