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The current and official versions of the course specifications are available on the web at https://www.usq.edu.au/course/specification/current.
Please consult the web for updates that may occur during the year.

MKT5001 Service Experience

Units : 1
School or Department : School of Business
Grading basis : Graded
Course fee schedule : https://www.unisq.edu.au/current-students/administration/fees/fee-schedules
Version produced : 30 September 2023


Enrolment is not permitted in MKT5001 if MKT5000 has been previously completed.


With the world’s rapid technological advancements and increasing customer expectations, it’s virtually impossible for any product or service to be successful today without the consideration of its users’ experience with that product or service. Brands must be cognisant of their user’s customer experience (CX) — referring to the thoughts, emotions, frustrations, and ease that people have with each interaction of a product or service. Establishing a customer-centric or strong CX approach requires more than just designing an exceptional product.

In this introductory course you will gain practical skills to identify, evaluate and shape consumer needs to develop breathtaking customer experiences, including recognition of cultural background. Using real-life examples and critical and reflective thinking you will explore in-depth customer experience analysis, optimisation and strategy, UX design and customer journey mapping to create unique experiences that can be immediately applied in the workplace.

Course offers

Study period Mode Campus
Block 2, 2023 On-campus Springfield
Block 2, 2023 On-campus Toowoomba
Block 2, 2023 Online
Block 6, 2023 Online
Date printed 30 September 2023