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Unit of study_

BUSS4900: Building Organisational Customer Experiences

Semester 1, 2021 [Normal day] - Remote

This unit provides a comprehensive exploration of the designing organisational Customer and Service Experiences (CX) using Agile UX. Students learn the fundamental CX methods, concepts and techniques necessary to design useful, functional and engaging mobile and Customer and Service experiences. The unit builds from core theories and concepts to a project-based CX implementation. The unit uses design thinking and Agile project management to provide an innovative learning experience. The unit requires a hands-on approach to understanding how to implement a modern design lead Customer and Service experience in dynamic and transforming organisations.

Unit details and rules

Unit code BUSS4900
Academic unit Business Information Systems
Credit points 12
Prohibitions
? 
INFS3080
Prerequisites
? 
Students must meet the entry requirements for the Bachelor of Advanced Studies (Advanced Coursework), including completion of a pass undergraduate degree and a major in a business subject area.
Corequisites
? 
None
Assumed knowledge
? 

Basic project management, agile project techniques

Available to study abroad and exchange students

No

Teaching staff

Coordinator Mike Seymour, mike.seymour@sydney.edu.au
Lecturer(s) Mike Seymour, mike.seymour@sydney.edu.au
Type Description Weight Due Length
Final exam (Take-home extended release) Type E final exam Final exam
n/a
25% Formal exam period 48 hours
Outcomes assessed: LO1 LO2 LO3 LO4
Assignment group assignment Major group project
Group assessment mark
30% Week 01 n/a
Outcomes assessed: LO1 LO2 LO3 LO4 LO5
Participation Tutorial participation
Tutorial work
10% Week 01 n/a
Outcomes assessed: LO1 LO5 LO4 LO3
Presentation Peer reviews
Presentation
5% Week 01 n/a
Outcomes assessed: LO2 LO4
Assignment Major group project
Individual assessment mark
30% Week 01 n/a
Outcomes assessed: LO1 LO2 LO3 LO4 LO5
group assignment = group assignment ?
Type E final exam = Type E final exam ?

Assessment summary

Major group project (group assessment mark): This is a project covering several areas of CX that you will both produce and present. This assignment will collectively assess student’s ability to analyse a problem, design a solution, test, adapt and present within a given business opportunity. 

Final exam: An individual take-home examination that will test theoretical understanding, design thinking, and ability to apply CX concepts in practice.

Tutorial participation: With the Agile project approach there will be short term ‘sprints’ which require regular discussion and evaluation. These are all conducted in the Workshop session.

Peer reviews: This assessment will assess your ability to communicate and contribute within a group.

Major group project (individual assessment mark): This is an additional personal assessment regarding your role in the group project, that allows for an individual assessment of a student's contribution to the group’s project management.

 

Detailed information for each assessment can be found on Canvas.

Assessment criteria

The University awards common result grades, set out in the Coursework Policy 2014 (Schedule 1).

As a general guide, a high distinction indicates work of an exceptional standard, a distinction a very high standard, a credit a good standard, and a pass an acceptable standard.

Result name

Mark range

Description

High distinction

85 - 100

Awarded when you demonstrate the learning outcomes for the unit at an exceptional standard, as defined by grade descriptors or exemplars outlined by your faculty or school. 

Distinction

75 - 84

Awarded when you demonstrate the learning outcomes for the unit at a very high standard, as defined by grade descriptors or exemplars outlined by your faculty or school.

Credit

65 - 74

Awarded when you demonstrate the learning outcomes for the unit at a good standard, as defined by grade descriptors or exemplars outlined by your faculty or school.

Pass

50 - 64

Awarded when you demonstrate the learning outcomes for the unit at an acceptable standard, as defined by grade descriptors or exemplars outlined by your faculty or school. 

Fail

0 - 49

When you don’t meet the learning outcomes of the unit to a satisfactory standard.

For more information see sydney.edu.au/students/guide-to-grades.

For more information see guide to grades.

Late submission

In accordance with University policy, these penalties apply when written work is submitted after 11:59pm on the due date:

  • Deduction of 5% of the maximum mark for each calendar day after the due date.
  • After ten calendar days late, a mark of zero will be awarded.

Academic integrity

The Current Student website  provides information on academic integrity and the resources available to all students. The University expects students and staff to act ethically and honestly and will treat all allegations of academic integrity breaches seriously.  

We use similarity detection software to detect potential instances of plagiarism or other forms of academic integrity breach. If such matches indicate evidence of plagiarism or other forms of academic integrity breaches, your teacher is required to report your work for further investigation.

You may only use artificial intelligence and writing assistance tools in assessment tasks if you are permitted to by your unit coordinator, and if you do use them, you must also acknowledge this in your work, either in a footnote or an acknowledgement section.

Studiosity is permitted for postgraduate units unless otherwise indicated by the unit coordinator. The use of this service must be acknowledged in your submission.

Simple extensions

If you encounter a problem submitting your work on time, you may be able to apply for an extension of five calendar days through a simple extension.  The application process will be different depending on the type of assessment and extensions cannot be granted for some assessment types like exams.

Special consideration

If exceptional circumstances mean you can’t complete an assessment, you need consideration for a longer period of time, or if you have essential commitments which impact your performance in an assessment, you may be eligible for special consideration or special arrangements.

Special consideration applications will not be affected by a simple extension application.

Using AI responsibly

Co-created with students, AI in Education includes lots of helpful examples of how students use generative AI tools to support their learning. It explains how generative AI works, the different tools available and how to use them responsibly and productively.

WK Topic Learning activity Learning outcomes

Study commitment

Typically, there is a minimum expectation of 1.5-2 hours of student effort per week per credit point for units of study offered over a full semester. For a 12 credit point unit, this equates to roughly 240-300 hours of student effort in total.

Required readings

The UX Book 2nd Edition Agile UX Design for a Quality User Experience. Authors: Rex Hartson Pardha Pyla Paperback ISBN: 9780128053423

Learning outcomes are what students know, understand and are able to do on completion of a unit of study. They are aligned with the University's graduate qualities and are assessed as part of the curriculum.

At the completion of this unit, you should be able to:

  • LO1. Demonstrate a detailed understanding of a specific industry's Customer Experience management
  • LO2. Engage in self-learning that is required in cross-functional teams to mediate the CX projects outcomes among the customers and engineers
  • LO3. Explain the desirability, feasibility and viability of proposed projects, products, systems, services and/or experiences
  • LO4. Demonstrate an understanding of the differences between customer satisfaction and customer experience and what it means for ongoing product & service development
  • LO5. Demonstrate how to innovate customer experiences and implement an ongoing DevOps program

Graduate qualities

The graduate qualities are the qualities and skills that all University of Sydney graduates must demonstrate on successful completion of an award course. As a future Sydney graduate, the set of qualities have been designed to equip you for the contemporary world.

GQ1 Depth of disciplinary expertise

Deep disciplinary expertise is the ability to integrate and rigorously apply knowledge, understanding and skills of a recognised discipline defined by scholarly activity, as well as familiarity with evolving practice of the discipline.

GQ2 Critical thinking and problem solving

Critical thinking and problem solving are the questioning of ideas, evidence and assumptions in order to propose and evaluate hypotheses or alternative arguments before formulating a conclusion or a solution to an identified problem.

GQ3 Oral and written communication

Effective communication, in both oral and written form, is the clear exchange of meaning in a manner that is appropriate to audience and context.

GQ4 Information and digital literacy

Information and digital literacy is the ability to locate, interpret, evaluate, manage, adapt, integrate, create and convey information using appropriate resources, tools and strategies.

GQ5 Inventiveness

Generating novel ideas and solutions.

GQ6 Cultural competence

Cultural Competence is the ability to actively, ethically, respectfully, and successfully engage across and between cultures. In the Australian context, this includes and celebrates Aboriginal and Torres Strait Islander cultures, knowledge systems, and a mature understanding of contemporary issues.

GQ7 Interdisciplinary effectiveness

Interdisciplinary effectiveness is the integration and synthesis of multiple viewpoints and practices, working effectively across disciplinary boundaries.

GQ8 Integrated professional, ethical, and personal identity

An integrated professional, ethical and personal identity is understanding the interaction between one’s personal and professional selves in an ethical context.

GQ9 Influence

Engaging others in a process, idea or vision.

Outcome map

Learning outcomes Graduate qualities
GQ1 GQ2 GQ3 GQ4 GQ5 GQ6 GQ7 GQ8 GQ9

This section outlines changes made to this unit following staff and student reviews.

This is the first time this unit has been offered

Disclaimer

The University reserves the right to amend units of study or no longer offer certain units, including where there are low enrolment numbers.

To help you understand common terms that we use at the University, we offer an online glossary.