mkt5ced customer experience design
CUSTOMER EXPERIENCE DESIGN
MKT5CED
2019
Credit points: 15
Subject outline
Customer Experience Design (CED) develops your ability to comprehensively manage a customer's cross-channel interaction with an organization product, brand or service. This subject offers you an integrated framework for designing customer experiences and for learning how to create successful experientially based market strategies that leverage any organization's products and services. You will demonstrate qualitative and quantitative insight and creativity for user engagement and persuasion across the end-to-end user journey in web based and mobile applications.
SchoolLa Trobe Business School
Credit points15
Subject Co-ordinatorStephen Singaraju
Available to Study Abroad StudentsYes
Subject year levelYear Level 5 - Masters
Exchange StudentsYes
Subject particulars
Subject rules
Prerequisites MKT5MMA
Co-requisitesN/A
Incompatible subjectsN/A
Equivalent subjectsN/A
Special conditionsN/A
Learning resources
Readings
| Resource Type | Title | Resource Requirement | Author and Year | Publisher |
|---|---|---|---|---|
| Readings | The Customer Experience Book: How to design, measure and improve customer experience in your business | Prescribed | Pennington, Alan | Pearson UK 1st Ed. (e-book) |
Graduate capabilities & intended learning outcomes
01. Exhibit a comprehensive understanding of CED concepts in industry
- Activities:
- In class test
- Related graduate capabilities and elements:
- Literacies and Communication Skills(Writing,Speaking,Quantitative Literacy)
- Inquiry and Analytical Skills(Critical Thinking,Creative Problem-solving,Inquiry/Research)
- Inquiry and Analytical Skills(Critical Thinking,Creative Problem-solving,Inquiry/Research)
- Inquiry and Analytical Skills(Critical Thinking,Creative Problem-solving,Inquiry/Research)
- Personal and Professional Skills(Teamwork including leadership and working in groups,Autonomy and independence,Adaptability Skills)
02. Ascertain organisational objectives that assist in the sustainable development of CED initiatives
- Activities:
- Written report
- Related graduate capabilities and elements:
- Literacies and Communication Skills(Writing,Speaking,Quantitative Literacy)
- Inquiry and Analytical Skills(Critical Thinking,Creative Problem-solving,Inquiry/Research)
- Inquiry and Analytical Skills(Critical Thinking,Creative Problem-solving,Inquiry/Research)
- Inquiry and Analytical Skills(Critical Thinking,Creative Problem-solving,Inquiry/Research)
- Personal and Professional Skills(Teamwork including leadership and working in groups,Autonomy and independence,Adaptability Skills)
03. Apply CED knowledge and skills demonstrating autonomy, expert judgement, adaptability and responsibility to reflect the business processes, culture, assets and systems associated with the organisation
- Activities:
- Critical review of CED issues; Written report
- Related graduate capabilities and elements:
- Literacies and Communication Skills(Writing,Speaking,Quantitative Literacy)
- Literacies and Communication Skills(Writing,Speaking,Quantitative Literacy)
- Inquiry and Analytical Skills(Critical Thinking,Creative Problem-solving,Inquiry/Research)
- Inquiry and Analytical Skills(Critical Thinking,Creative Problem-solving,Inquiry/Research)
- Inquiry and Analytical Skills(Critical Thinking,Creative Problem-solving,Inquiry/Research)
- Personal and Professional Skills(Teamwork including leadership and working in groups,Autonomy and independence,Adaptability Skills)
04. Interpret and transmit knowledge, skills and ideas to specialist and non-specialist audiences formulating recommendations for the improvement of the CED strategy of an organisation of choice.
- Activities:
- Critical review of CED issues; Written report; In class test
- Related graduate capabilities and elements:
- Literacies and Communication Skills(Writing,Speaking,Quantitative Literacy)
- Inquiry and Analytical Skills(Critical Thinking,Creative Problem-solving,Inquiry/Research)
- Inquiry and Analytical Skills(Critical Thinking,Creative Problem-solving,Inquiry/Research)
- Inquiry and Analytical Skills(Critical Thinking,Creative Problem-solving,Inquiry/Research)
- Personal and Professional Skills(Teamwork including leadership and working in groups,Autonomy and independence,Adaptability Skills)
- Personal and Professional Skills(Teamwork including leadership and working in groups,Autonomy and independence,Adaptability Skills)
Subject options
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City Campus, 2019, Semester 2, Day
Overview
Online enrolmentYes
Maximum enrolment sizeN/A
Enrolment information
Subject Instance Co-ordinatorStephen Singaraju
Class requirements
SeminarWeek: 31 - 43
One 3.0 hours seminar per week on weekdays during the day from week 31 to week 43 and delivered via face-to-face.
Assessments
| Assessment element | Comments | % | ILO* |
|---|---|---|---|
| Critical review of CED issues (1500 words) | 20 | 01 | |
| Company Report: Integrated CED Strategy (2500 words) | 40 | 02, 03, 04 | |
| In class test (2 hours) | 40 | 02, 03, 04 |
Melbourne, 2019, Semester 2, Day
Overview
Online enrolmentYes
Maximum enrolment sizeN/A
Enrolment information
Subject Instance Co-ordinatorStephen Singaraju
Class requirements
SeminarWeek: 31 - 43
One 3.0 hours seminar per week on weekdays during the day from week 31 to week 43 and delivered via face-to-face.
Assessments
| Assessment element | Comments | % | ILO* |
|---|---|---|---|
| Critical review of CED issues (1500 words) | 20 | 01 | |
| Company Report: Integrated CED Strategy (2500 words) | 40 | 02, 03, 04 | |
| In class test (2 hours) | 40 | 02, 03, 04 |