1. Demonstrate a competent understanding of cx and ux: research, measuring, journey mapping, and methods.
Knowledge and Understanding
Learning

2. Undertake a critical review of customer journey experience and management.
Analysis
Application
Communication
Enquiry
Problem Solving

3. Evaluate and analyse customer journey planning and implementation
Knowledge and Understanding
Application
Analysis

Course work 100% 4500 words

An individual research and review of a customer journey experience and management of this experience. 3000 words excluding appendices (Learning Outcomes 1, 2 and 3)

The course is designed for people who plan, implement and test the digital customer experience journey within organisations. This includes: how to use the right research methods and planning help drive customer flow to the sales/objectives, how to get the insights mapping of the customer journey to increase ROI, userability testing, A/B split testing, prototyping initial websites, and demonstrations of UX and CX customer experiences.

As a distance learning module, there will not be a traditional lecture every week. The main learning environment that will be used is our Virtual Learning Environment (VLE). Students will work through the module material provided on the VLE at a pace suggested by the instructors. The Instructors will monitor student progress, providing their expertise where necessary for assisting in solving problems. Students will be encouraged to discuss relevant aspects within discussion forums that are part of the VLE. The forums will allow discussion with a student's peer group as well as the module tutor.

Pennington, A. 2016, The Customer Experience Book: How to design, measure and improve customer experience in your business
Levy, J. 2015, UX Strategy: How to Devise Innovative Digital Products that People Want.
Evans, D. 2017, Bottlenecks: Aligning UX Design with User Psychology.
Ira Kaufman, I and Horton, C. 2014, Digital Marketing: Integrating Strategy and Tactics with Values, A Guidebook for Executives, Managers, and Students.

Libraries for textbooks and journals
Lecture notes and handouts
The Internet