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Success Stories

Boosting UX Workflows at Ericsson with Practical AI Training

AI User Experience Practices Technology & Telecoms

We designed and delivered a one-day, hands-on training programme tailored for Ericsson’s UX teams, focusing on the practical application of AI throughout the UX workflow.

Client

Ericsson

Industry

Technology & Telecoms

Specialism

AI

The challenge

Ericsson’s UX teams were navigating a rapidly changing landscape of AI-powered design tools. With limited clarity on which tools to adopt and how to apply them effectively, they needed to quickly build both confidence and competence in this space. Balancing upskilling with core responsibilities was critical, as was ensuring the training was hands-on, practical, and immediately applicable. Most importantly, they aimed to establish a consistent level of AI awareness and capability across the entire UX team.

business, people and corporate concept - team of startuppers or ui designers working at office

Our solution

We designed and delivered a one-day, hands-on training programme tailored for Ericsson’s UX teams, focusing on the practical application of AI throughout the UX workflow. The course covered four key areas:

  • Analysing User Data
    Participants explored how AI can support the analysis of both qualitative and quantitative user research data. Using real tools, they learned to extract insights from surveys, behavioural analytics, and usability tests to inform design decisions.
  • Flow Creation
    The team learned how to use AI for journey mapping and flow creation, leveraging automation to enhance visual storytelling and streamline user journeys.
  • Storytelling and Persuasion
    We shared techniques for surfacing compelling insights and communicating them effectively through storytelling and visual design — essential for influencing stakeholders and guiding design decisions.
  • Dangers and Governance
    The session concluded with a focus on ethical AI use in UX, including the risks of algorithmic bias and data privacy concerns, and the importance of governance and responsible adoption.

The session combined expert input with tool demos and practical exercises, giving participants actionable knowledge to apply immediately in their work.

Delivery

This one-day course was delivered onsite at Ericsson’s offices, providing an immersive and collaborative learning environment. The session was led by Gareth Dunlop, our specialist UX trainer, who brought deep industry knowledge and real-world experience to the programme.

Gareth’s delivery combined expert-led instruction with practical demonstrations and group activities, ensuring that participants not only understood the capabilities of AI in UX but also experienced them in action. The in-person format encouraged discussion, knowledge sharing, and team alignment around the adoption of AI tools and practices in UX workflows.

Results

The training programme delivered clear outcomes for Ericsson’s UX teams:

  • Participants gained a solid understanding of the AI tools available for UX and how to use them effectively in their workflows.
  • Teams developed practical skills in analysing user data with AI, supporting more informed, data-driven design decisions.
  • Attendees strengthened their ability to surface insights and communicate them through compelling narratives and visuals.
  • The session fostered a shared understanding of ethical risks like bias and privacy, and the importance of responsible AI adoption.
  • Onsite delivery boosted team cohesion and sparked valuable conversations about embedding AI more deeply into UX processes.

Overall, the programme accelerated Ericsson’s ability to embed AI within its UX practice, empowering teams to design smarter and faster with greater clarity and ethical responsibility.

Learner feedback

Discover what our learners had to say

“Gareth’s deep knowledge, engaging style, and ability to make learning fun really stood out. I left feeling both informed and inspired—his passion is infectious!”

UX team member – Ericsson

“Great to have training from someone who actually works in UX. The course was targeted to our roles and showed how we can use these tools effectively.”

UX team member – Ericsson

“The interactive parts were excellent—real-world use cases, hands-on practice, and great tools we can apply to our work.”

UX team member – Ericsson

“The structure, content, and delivery were excellent. Gareth made complex topics simple and directly relevant to what we do.”

UX team member – Ericsson

“I’d love another session with him. Super knowledgeable, easy to follow, and genuinely enjoyable. Can we get him back again this year?”

UX team member – Ericsson

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