CUSTOMER EXPERIENCE DESIGN
MKT5CED
2021
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-ordinatorStephen Singaraju
Available to Study Abroad/Exchange StudentsYes
Subject year levelYear Level 5 - Masters
Available as ElectiveYes
Learning ActivitiesClass discussions, group interactions, in class test, report writing
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
Learning resources
The Customer Experience Book: How to design, measure and improve customer experience in your business
Resource TypeBook
Resource RequirementPrescribed
AuthorPennington, Alan
Year2016
Edition/Volume1st
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…
City Campus, 2021, Semester 1, Blended
Overview
Online enrolmentYes
Maximum enrolment sizeN/A
Subject Instance Co-ordinatorMalliga Marimuthu
Class requirements
SeminarWeek: 30 - 42
One 2.00 hours seminar per week on weekdays during the day from week 30 to week 42 and delivered via face-to-face.
Assessments
| Assessment element | Category | Contribution | Hurdle | % | ILO* |
|---|---|---|---|---|---|
Major Report: Understanding customers developing customer journeys (2500 wds). This assignment requires substantial work. Students to begin work after being taught Customer Journey Map in wk 4. Students obtain data from survey prior to developing Customer Journey Map as part of task req. | Report | Individual | No | 35 | SILO1, SILO2, SILO3, SILO4 |
Assessment Task 2: Micro-blogging contributions by groups for weekly exercises (Class Participation) Exercises provided at end of each seminar. Group to present answers at the following seminar via Twitter with relevant tags. Tags are provided in the weekly lecture materials. (1000 words) | Other | Group | No | 15 | SILO1, SILO3 |
Final Examination - In class test (2 hours) | Other | Individual | No | 50 | SILO1, SILO3, SILO4 |
Melbourne (Bundoora), 2021, Semester 2, Blended
Overview
Online enrolmentYes
Maximum enrolment sizeN/A
Subject Instance Co-ordinatorMalliga Marimuthu
Class requirements
SeminarWeek: 30 - 42
One 2.00 hours seminar per week on weekdays during the day from week 30 to week 42 and delivered via face-to-face.
Assessments
| Assessment element | Category | Contribution | Hurdle | % | ILO* |
|---|---|---|---|---|---|
Major Report: Understanding customers developing customer journeys (2500 wds). This assignment requires substantial work. Students to begin work after being taught Customer Journey Map in wk 4. Students obtain data from survey prior to developing Customer Journey Map as part of task req. | Report | Individual | No | 35 | SILO1, SILO2, SILO3, SILO4 |
Assessment Task 2: Micro-blogging contributions by groups for weekly exercises (Class Participation) Exercises provided at end of each seminar. Group to present answers at the following seminar via Twitter with relevant tags. Tags are provided in the weekly lecture materials. (1000 words) | Other | Group | No | 15 | SILO1, SILO3 |
Final Examination - In class test (2 hours) | Other | Individual | No | 50 | SILO1, SILO3, SILO4 |