Customer Experience Design

This module will provide participants with knowledge of the conceptual vocabulary and fields of application of ‘customer experience design’ as a system that examines processes, activities and tasks. Interactions between consumers, users and service delivery platforms from a range of operational sites -such as museums, hospitals, restaurants, banks, cinemas, theatres, shopping malls, urban regeneration, hotels, theme parks, as well as events including sporting, music, festivals for example- will be explored. Of particular interest is planning for ‘consumer experience’ that drives community engagement, wellbeing and cultural transformation. This will connect strongly to a local case study.