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Customer Experience Design (MKTG90041)
Graduate courseworkPoints: 12.5Online
Please refer to the return to campus page for more information on these delivery modes and students who can enrol in each mode based on their location.
About this subject
- Overview
- Eligibility and requirements
- Assessment
- Dates and times
- Further information
- Timetable(opens in new window)
Contact information
July
Prof Liliana Bove lbove@unimelb.edu.au
Overview
Availability | July - Online |
---|---|
Fees | Look up fees |
This subject focuses on how to improve customer experiences (CX) through effective design. Students will learn how to design highly contextual, personalised and emotional experiences for customers through the use of Human Centred Design (HCD) principles, tools and techniques. Some of the tools and frameworks include: discovery research, customer personas; journey mapping; service blueprinting; hook; jobs-to-be-done; desirability, viability and feasibility (DVF) framework; double diamond framework; concept testing, prototyping and change management.
Customer experience design examines the whole lifespan of a customer’s experience with a brand through multiple physical and digital touch points, rather than focusing just on a single website or a mobile application development. Human Centred Design training is becoming a strong differentiator as the new business models demand an increased focus on customer service and creative problem solving.
Intended learning outcomes
On completion of this subject, students should be able to:
- Apply Human-centred design (HCD) tools in order to facilitate meaningful customer experiences. These tools include: discovery research, customer personas; journey mapping; service blueprinting; hook; jobs-to-be-done; desirability, viability and feasibility (DVF) framework; double diamond framework; concept testing, prototyping and change management
- Identify critical touch points during the mapping of existing customer journeys
- Understand the limitations and possibilities of each touchpoint
- Design mindful digital transformation of touch points
- Test prototype process through key metrics to guide iterative improvements
- Embed change management throughout the process in a thoughtful, considered, and empathetic way
Generic skills
On successful completion of this degree students should have enhanced their skills in:
- Excellent working knowledge of the Human-Centered Design principles and methodologies
- Strong communication and presentation skills and ability to influence others
- Strong ability to analyse requirements and propose best possible solution/recommendation for a digital transformation of a touchpoint where required
- Confident ability to plan out and execute discovery research approaches, and excellent understanding of a variety of research methodologies
- Excellent experience design skills and the ability to create artefacts such as insights and recommendations papers, Personas, Customer Journey Maps, and Service Blueprints.
Last updated: 9 April 2024
Eligibility and requirements
Prerequisites
None
Corequisites
None
Non-allowed subjects
None
Inherent requirements (core participation requirements)
The University of Melbourne is committed to providing students with reasonable adjustments to assessment and participation under the Disability Standards for Education (2005), and the Assessment and Results Policy (MPF1326). Students are expected to meet the core participation requirements for their course. These can be viewed under Entry and Participation Requirements for the course outlines in the Handbook.
Further details on how to seek academic adjustments can be found on the Student Equity and Disability Support website: http://services.unimelb.edu.au/student-equity/home
Last updated: 9 April 2024
Assessment
Description | Timing | Percentage |
---|---|---|
Individual presentation
| Throughout the teaching period | 10% |
Test
| First half of the teaching period | 15% |
Group assignment (groups of 3-4)
| End of the teaching period | 25% |
Exam
| 2 Weeks after the end of teaching | 50% |
Last updated: 9 April 2024
Dates & times
- July - Online
Principal coordinator Liliana Bove Mode of delivery Online Contact hours 36 hours (two 3 hour seminars per week for 6 weeks) Total time commitment 170 hours Teaching period 26 July 2021 to 5 September 2021 Last self-enrol date 3 August 2021 Census date 13 August 2021 Last date to withdraw without fail 3 September 2021 Assessment period ends 19 September 2021 July contact information
Prof Liliana Bove lbove@unimelb.edu.au
Last updated: 9 April 2024
Further information
- Texts
Prescribed texts
There are no specifically prescribed or recommended texts for this subject.
- Related Handbook entries
This subject contributes to the following:
Type Name Course Master of Digital Marketing - Available through the Community Access Program
About the Community Access Program (CAP)
This subject is available through the Community Access Program (also called Single Subject Studies) which allows you to enrol in single subjects offered by the University of Melbourne, without the commitment required to complete a whole degree.
Entry requirements including prerequisites may apply. Please refer to the CAP applications page for further information.
Last updated: 9 April 2024