All Courses

Voice of the Customer (VoC): Enhancing Experiences

In today's rapidly evolving global and personalized marketplaces, delivering exceptional customer experiences is no longer a one-time transaction but a continuous process. To thrive in this dynamic landscape, organizations must harness the power of the Voice of the Customer (VoC) – a practice that involves actively listening to customers to understand their preferences, needs, and feedback. This course equips participants with the tools, methods, and strategies to not only collect valuable customer insights but also to cultivate a customer-centric culture within their organizations. By examining real-world case studies and examples from industry leaders like JetBlue, Zappos, and Amazon, participants will learn how VoC practices can drive improvements in customer satisfaction, decision-making, and product/service development.

Participants in this course will gain a comprehensive understanding of VoC principles and their role in enhancing customer engagement. They will learn essential skills, including customer-centric decision-making, effective communication, and data collection and analysis. By diversifying customer engagement channels and actively seeking customer feedback, organizations can better align their products, services, and brands with their customer segments, ultimately leading to increased loyalty and success in a highly competitive market. Moreover, this course emphasizes the importance of fostering a customer-centric culture, where collaboration, transparency, and openness are integral values, enabling organizations to connect deeply with their customers and drive continuous improvement. 

This course is tailored for team leaders, supervisors, and managers responsible for individuals and teams, as well as professionals in HR, Labor Relations, and Learning and Development functions. It assumes a basic knowledge of marketing, brands, and customer service and is suitable for staff and managers involved in product and service design, development, sales, and service.

Upon completing this course, participants will be able to analyze key concepts, benefits, and frameworks of the VoC practice. They will also identify and evaluate core customer feedback collection methods and data. Additionally, participants will gain the skills to apply VoC principles within their organizations to improve collaboration, decision-making, and continuous improvement.

Effective Problem-Solving and Decision-Making

Problem-solving and effective decision-making are essential skills in today’s fast-paced and ever-changing workplace. Both require a systematic yet creative approach to address today’s business concerns. This course will teach an overarching process of how to identify problems to generate potential solutions and how to apply decision-making styles in order to implement and assess those solutions. Through this process, you will gain confidence in assessing problems accurately, selecting the appropriate decision-making approaches for the situation at hand, making team decisions, and measuring the success of the solution’s implementation. Using case studies and situations encountered by class members, you will explore proven, successful problem-solving and decision-making models and methods that can be readily transferred to workplace projects.

Upon completing this course, you will be able to: 

1. Identify key terms, styles, and approaches to effective problem-solving and decision-making 

2. Explain both the affordances and limitations associated with problem-solving and decision-making 

3. Reflect on how mindset and personal bias influence your ability to solve problems and make decisions 

4. Explain and discuss how organizational decisions or non-decisions impact personal development, team dynamics, and company-wide performance 

5. Articulate how both good and bad team decisions can benefit your professional growth

Critical Thinking Skills for the Professional

Have you ever tried to find a solution to a problem only to realize you’ve been focusing on the wrong problem from the very beginning? Or you’ve proposed a solution only to have it shut down by your boss or coworkers? How stressful and defeating is that? With massive changes in our world that seem to create the most difficult of circumstances, both personally and professionally, your skills as a critical thinker and problem solver need to be further developed now more than ever.

By the end of this course you will have learned and memorized a practical model to solve problems on your own and with others. These 7 critical steps will ensure that you have looked at a problem from every angle and considered multiple solutions. In fact, this dynamic and holistic approach will help you solve problems once and for all!

HTML and CSS in depth

In this course, you’ll use software development tools like HTML to build attractive web pages that work well—and you’ll use structured semantic data to control how websites appear to the end user. You will then dive deeper into CSS by applying increasingly specific styling to various elements. You’ll learn to use Bootstrap’s grid system to create layouts and work with components and themes. Finally, you’ll explore debugging and learn how it can be utilized to banish common front-end errors. By the end of this course you will be able to: 

• Create a simple form with a responsive layout using HTML5 and CSS 

• Create a responsive layout using CSS 

• Create a UI using Bootstrap 

• Implement debugging tools 

This is a beginner course for learners who would like to prepare themselves for a career in front-end development. To succeed in this course, you do not need prior development experience, only basic internet navigation skills and an eagerness to get started with coding.

Foundations of User Experience (UX) Design

Foundations of User Experience (UX) Design is the first of a series of seven courses that will equip you with the skills needed to apply to entry-level jobs in user experience design. UX designers focus on the interactions that people have with products like websites, mobile apps, and physical objects. UX designers make those everyday interactions usable, enjoyable, and accessible. The role of an entry-level UX designer might include empathizing with users, defining their pain points, coming up with ideas for design solutions, creating wireframes, prototypes, and mockups, and testing designs to get feedback. 

Current UX designers and researchers at Google will serve as your instructors, and you will complete hands-on activities that simulate real-world UX design scenarios. 

Learners who complete the seven courses in this certificate program should be equipped to apply for entry-level jobs as UX designers. No previous experience is necessary. By the end of this course, you will be able to: 

- Define the field of UX and explain why it’s important for consumers and businesses. 

- Understand foundational concepts in UX design, such as user-centered design, the design thinking framework, accessibility, and equity-focused design. 

- Identify the factors that contribute to great user experience design. 

- Review common job responsibilities of entry-level UX designers and teams that they work with. 

- Explore job opportunities and career paths within the field of user experience. 

- Explain why design sprints are an important and useful part of a UX designer’s work. 

- Describe common UX research methods. 

- Identify and account for biases in UX research.

iOS App Capstone

In this capstone course, you’ll demonstrate your proficiency in your new skill set by creating a native iOS app.

At this point in the program, you've gained all the skills you need to successfully complete this project. But you might need to refresh your memory when it comes to the previous courses in the program. For that reason, each module in this course will take you through a brief recap of relevant content from previous courses in the program. And don't worry, there will be links too so you can review content in more detail if necessary. In this way, you will be guided through the process of building the Little Lemon app which allows you to show off your new development skills. This course is ideal for intermediate learners who would like to prepare themselves for a career in iOS development. On completion of the capstone project, you’ll have an interactive mobile application that you can share with recruiters and impress potential employers with. To complete this course, you will need experience in iOS and a good understanding of the Swift programming language. Additionally, it always helps to have a can-do attitude! 

By the end of this course, you’ll be able to: 

-Build a native iOS mobile app 

-Publish and sell it on the Apple Store.

Get Started with Figma

Get Started with Figma

Figma is a web-based graphics editing and user interface design app that works on your browser. What does that really mean? You can access your projects from multiple devices without installing software. You and others can work on the same file in real-time taking the project from brainstorming to prototypes. You can use Figma to design briefs, create storyboards, reduce complexity on web sites and even design your CV or resume all while collaborating with others in real time! By the end of this project, you will go through the steps to learn about the application to develop a web page or homepage for your own app.

Work with Components in Figma

Components are popular in engineering and used for building user interfaces and games. Components are elements that you can use in designs when working with Figma. They help to make your projects have consistency. Adding the concept of components to a design tool makes the composition of complex designs more consistent and efficient. The great part of components in Figma is that Figma wants to make components easy to learn and use while still being powerful enough for advanced users. Learning about components will help you to build things faster and more consistently. By the end of this project you will be able to manipulate components in your projects easier.