India
Kotak Group – UX Demystified
Participants applied UX methods directly to their own projects through guided exercises and collaborative discussions. The success of the case study approach led to the program being extended by an additional day, while scientific assessments were introduced to measure participants' understanding and reinforce adoption. Ongoing demand resulted in periodic training cohorts across the organization.
Problem:
Kotak wanted engineers, IT professionals, and new joiners with little or no UX background to develop a shared understanding of user experience principles. The objective was to establish a common framework for evaluating user-centered quality, enabling cross-functional collaboration and improving customer experience across business processes.
Approach:
HFI delivered a customized UX Demystified program that introduced participants to UX principles, methods, and evaluation frameworks through a blend of expert instruction, interactive workshops, and live business case studies. Designed for employees across multiple functions, the program emphasized practical application over theory and provided the flexibility to fit participants' schedules.
Outcomes:
100+ employees trained in user-centered design principles.
20% increase in customer satisfaction following implementation of UX practices.
Improved cross-functional collaboration through a shared understanding of UX methods and quality standards.
Employees gained the confidence to evaluate solutions using evidence-based UX frameworks rather than intuition alone.
Continued engagement through recurring training programs embedded UX capability across the organization.