Fanshawe College students in this program understand customer experience design through Customer Experience (CX) research, maximizing journey mapping, measuring the CX journey, and how to deploy direct and interactive omni-channel (multiple) marketing campaigns using customer intelligence and social media analytics.

This project will involve groups of 4-5 students in teams to develop a new customer experience for a product or service. The objectives are to apply the course material and develop an appreciation for the process that a Customer Experience Specialist or Marketing Manager goes through in developing a new customer experience plan.

Each team will play the part of a customer experience company which encompasses all the CX tools and will be pitching a new customer experience to your organization. Additional details regarding the live client work will be discussed in class.

Each team will submit one collective finalized CX plan outline (including all finalized canvases) and a new prototype wireframe.

The last week of the course is reserved for each team to make a 15 minute presentation, which will be based on the subject matter of the CX plan being prepared. Presentations will be supported by PPT slides and video and will include:

• Introduction
• Current Experience
• Opportunity/Problem
• Audience
• Research Plan & Insights
• Recommendations
• Future CX Experience
• Prototype (example)
• Conclusion

Students will also provide a 5-8 page report outlining the core findings from the presentation with recommendations on next steps.