Digital Customer Experience Design was a four-week Maymester course. We met with our professor synchronously via Zoom.
- Week 0
- Week 1
- Week 2
- Week 3
“Digital customer experience is the sum of digital interactions between a customer and a company and the resulting impression that a customer walks away with.” — liferay.com
We read three texts throughout the semester. These short texts outlined the inner workings of Digital Customer Experience.
- Tragic Design, Jonathan Shariat and Cynthia Savard Saucier
- This is Service Design Doing, Marc Stickdorn, Marckus Hormess, Adam Lawrence, and Jakob Schneider
- Don’t Make Me Think, Revisited, Steve Krug
We completed weekly Learning Journals. According to professor John Weatherford, “A journal of learnings from this course as collected, considered, and applied to your future academic and professional goals. Fifteen entires over the duration of the course.”
We wrote an entry (100-250 words) per day. The learning journal included Final Project proposals, tutorials, summaries from the readings, and tech news.
Final Project
We had to pick a digital customer experience. Then, choose to either a) design a new experience or b) redesign an existing offering. You’ll do so through three primary components:
- A comprehensive digital customer experience journey map
- A prototype of a key element of the experience you’re (re)designing.
- A Medium.com blog post in which you present a comprehensive overview of your final project, including the map and prototypes.
I re-designed a Customer Service interface from home goods company, Snowe. I added a live chat interface via Intercom. I also created a persona for a typical Snowe customer.
