Customer Journey Mapping and Service Design
About This Course
1. Describe key concepts of customer analytics and journey mapping
2. Explain the different types and uses of customer data throughout the customer journey and experience maps
3. Apply voice of customer research methods to uncover insights to customer pain points and touchpoints
4. Apply suitable customer analytic tools along the customer journey experience map to improve customer relationship and experience
5. Propose strategies to manage customer experience with the use of customer analytics
6. Design innovative service design solutions using the design thinking framework to solve business and service process problems
7. Apply innovative technological tools to optimise service design delivery system
What You'll Learn
Students will learn service design using the approach of design thinking to understand and develop modern service design for the delivery of a seamless customer experience across touchpoints. Through hands-on project experiences, students will acquire the knowledge and skills to turn their ideas gained from understanding customer needs into innovative new services.
Entry Requirements
The minimum entry requirements (MER) for the Specialist Diploma in Customer Experience Design and Analytics are as follows:
• Applicants should possess at least a local diploma qualification or equivalent from recognised institution.
• Applicants who do not meet the entry requirements may be considered for admission to the course based on evidence of at least 5 years of relevant working experience or supporting evidence of competency readiness. Suitable applicants who are shortlisted will have to go through an interview and/or entrance test. The Polytechnic reserves the right to shortlist and admit applicants.