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.
SchoolLa Trobe Business School
Credit points15
Subject Co-ordinatorMalliga Marimuthu
Available to Study Abroad/Exchange StudentsYes
Subject year levelYear Level 5 - Masters
Available as ElectiveNo
Learning ActivitiesN/A
Capstone subjectNo
Subject particulars
Subject rules
PrerequisitesMKT5MMA
Co-requisitesN/A
Incompatible subjectsN/A
Equivalent subjectsN/A
Quota Management StrategyN/A
Quota-conditions or rulesN/A
Special conditionsN/A
Minimum credit point requirementN/A
Assumed knowledgeN/A
Readings
The Customer Experience Book: How to design, measure and improve customer experience in your business
Resource TypeBook
Resource RequirementPrescribed
AuthorPennington, Alan
YearN/A
Edition/VolumeN/A
PublisherPearson UK 1st Ed. (e-book)
ISBN9781292148489, 10 1292148489
Chapter/article titleN/A
Chapter/issueN/A
URLN/A
Other descriptionN/A
Source locationN/A
Career Ready
Career-focusedNo
Work-based learningNo
Self sourced or Uni sourcedN/A
Entire subject or partial subjectN/A
Total hours/days requiredN/A
Location of WBL activity (region)N/A
WBL addtional requirementsN/A
Graduate capabilities & intended learning outcomes
Graduate Capabilities
Intended Learning Outcomes
Subject options
Select to view your study options…
Melbourne (Bundoora), 2020, Semester 2, Blended
Overview
Online enrolmentYes
Maximum enrolment sizeN/A
Subject Instance Co-ordinatorMalliga Marimuthu
Class requirements
Seminar
Week:
31
-
43
One 3.00 h 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 enrolmentYes
Maximum enrolment sizeN/A
Subject Instance Co-ordinatorMalliga Marimuthu
Class requirements
Seminar
Week:
31
-
43
One 3.00 h 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 |