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

Readings

Resource TypeTitleResource RequirementAuthor and YearPublisher
ReadingsThe Customer Experience Book: How to design, measure and improve customer experience in your businessPrescribedPennington, AlanPearson 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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Start date between: and    Key dates

City Campus, 2019, Semester 2, Day

Overview

Online enrolmentYes

Maximum enrolment sizeN/A

Enrolment information

Subject Instance Co-ordinatorStephen Singaraju

Class requirements

Seminar Week: 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 elementComments% 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

Seminar Week: 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 elementComments% 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