CUSTOMER EXPERIENCE DESIGN
MKT5CED
2020
Credit points: 15
Subject outline
Customer Experience Design (CED) develops your ability to comprehensively manage a customers cross-channel interaction with an organisation product, brand or service over time. This subject offers you a five-stage integrated framework for designing customer/user experiences and for learning how to create successful experientially based value propositions that leverage any organisations products and services with an emphasis on bringing ideas to life based on how real customers/users think, feel and behave. You will demonstrate qualitative and quantitative insights to creatively engage customer/users across multiple channels or touch points such as web-based and mobile applications in providing a seamless end-to-end user experience journey.
School: La Trobe Business School (Pre 2022)
Credit points: 15
Subject Co-ordinator: Malliga Marimuthu
Available to Study Abroad/Exchange Students: Yes
Subject year level: Year Level 5 - Masters
Available as Elective: No
Learning Activities: N/A
Capstone subject: No
Subject particulars
Subject rules
Prerequisites: MKT5MMA
Co-requisites: N/A
Incompatible subjects: N/A
Equivalent subjects: N/A
Quota Management Strategy: N/A
Quota-conditions or rules: N/A
Special conditions: N/A
Minimum credit point requirement: N/A
Assumed knowledge: N/A
Learning resources
The Customer Experience Book: How to design, measure and improve customer experience in your business
Resource Type: Book
Resource Requirement: Prescribed
Author: Pennington, Alan
Year: N/A
Edition/Volume: N/A
Publisher: Pearson UK 1st Ed. (e-book)
ISBN: 9781292148489, 10 1292148489
Chapter/article title: N/A
Chapter/issue: N/A
URL: N/A
Other description: N/A
Source location: N/A
Career Ready
Career-focused: No
Work-based learning: No
Self sourced or Uni sourced: N/A
Entire subject or partial subject: N/A
Total hours/days required: N/A
Location of WBL activity (region): N/A
WBL addtional requirements: N/A
Graduate capabilities & intended learning outcomes
Graduate Capabilities
Intended Learning Outcomes
Melbourne (Bundoora), 2020, Semester 2, Blended
Overview
Online enrolment: Yes
Maximum enrolment size: N/A
Subject Instance Co-ordinator: Malliga Marimuthu
Class requirements
SeminarWeek: 31 - 43
One 3.00 hours seminar per week on weekdays during the day from week 31 to week 43 and delivered via face-to-face.
Assessments
| Assessment element | Category | Contribution | Hurdle | % | ILO* |
|---|---|---|---|---|---|
Major Report: Understanding customers developing customer journeys (2500 words)This is an individual assignment that requires substantial work. Hence, students are advised to begin work soon after week 4 where the Customer Journey Map is taught and applied using examples. Students are expected to obtain data from a simple survey prior to developing the Customer Journey Map as pat of their assessment task requirement. | N/A | N/A | No | 35 | SILO1, SILO2, SILO3, SILO4 |
Assessment Task 2: Micro-blogging contributions by groups for weekly exercises (Class Participation)Exercises are provided at the end of each seminar. The group is expected to present their answers for the exercise at the beginning of the seminar the following week on Twitter using the relevant tags. The relevant tags are provided in the weekly lecture materials. (1000 words) | N/A | N/A | No | 15 | SILO1, SILO3 |
Final Examination - In class test (2 hours) | N/A | N/A | No | 50 | SILO1, SILO3, SILO4 |
City Campus, 2020, Semester 2, Blended
Overview
Online enrolment: Yes
Maximum enrolment size: N/A
Subject Instance Co-ordinator: Malliga Marimuthu
Class requirements
SeminarWeek: 31 - 43
One 3.00 hours seminar per week on weekdays during the day from week 31 to week 43 and delivered via face-to-face.
Assessments
| Assessment element | Category | Contribution | Hurdle | % | ILO* |
|---|---|---|---|---|---|
Major Report: Understanding customers developing customer journeys (2500 words)This is an individual assignment that requires substantial work. Hence, students are advised to begin work soon after week 4 where the Customer Journey Map is taught and applied using examples. Students are expected to obtain data from a simple survey prior to developing the Customer Journey Map as pat of their assessment task requirement. | N/A | N/A | No | 35 | SILO1, SILO2, SILO3, SILO4 |
Assessment Task 2: Micro-blogging contributions by groups for weekly exercises (Class Participation)Exercises are provided at the end of each seminar. The group is expected to present their answers for the exercise at the beginning of the seminar the following week on Twitter using the relevant tags. The relevant tags are provided in the weekly lecture materials. (1000 words) | N/A | N/A | No | 15 | SILO1, SILO3 |
Final Examination - In class test (2 hours) | N/A | N/A | No | 50 | SILO1, SILO3, SILO4 |