Creating Exceptional Experiences: Designing Products and Services that Meet People’s Needs
Overview
This micro-unit takes the view that great products and services are designed with people in mind. Creating Exceptional Experiences will introduce the tools you need to walk in your customer’s shoes, and see the world from their perspective. Using proven tools and methods to uncover your customer’s needs, including design thinking, you’ll learn how to identify and reframe problems, and make better decisions by putting your customer first. You will apply creative thinking and innovation techniques to test and interrogate your assumptions and explore how human-centred design can help you develop solutions that inspire and delight. By the end of this micro unit, you will know how to develop a complete picture of your customer, identify their concerns and desires, and have a detailed process to develop products and services to address people’s real needs.
Requisites
Learning outcomes
Students who successfully complete this unit will be able to:
- Apply advanced knowledge of the key principles of evidence-based product and service design
- Critically analyse the foundation elements of a transferable customer-focused design and innovation process
- Apply advanced knowledge of human-centred design principles to tackle complex challenges
Teaching methods
Hawthorn
| Type | Hours per week | Number of weeks | Total (number of hours) |
|---|---|---|---|
| Online Directed Online Learning and Independent Learning | 12.00 | 6 weeks | 72 |
| TOTAL | 72 |
Assessment
| Type | Task | Weighting | ULO's |
|---|---|---|---|
| Activity Report | Individual | 100% | 1,2,3 |
Content
- The key elements of successful product and service design
- The importance of empathy
- The power of observation
- Personas, customer journey mapping and service blueprints
- Qual vs Quant – you may not know as much about your customers as you think
Putting secondary research to work
Study resources
Reading materials
A list of reading materials and/or required textbooks will be available in the Unit Outline on Canvas.