Please be advised: the information contained on this page is a general overview of the course. As course information is subject to change from one semester to another, please check DukeHub for the most accurate and up-to-date information about EGRMGMT courses.
At a Glance
- Instructor(s): Greg Twiss
- Semester(s) typically taught: Fall
- Units: 3.0
- Grading scale: Graded (A-F)
- Required or elective for MEM degree? Elective
- If elective, applicable elective track(s): Customer Experience and Product Design
- Pre-requisites: n/a
- Recommended previous courses: n/a
Course Description/Synopsis (from DukeHub)
User Experience matters! A business’ user experience quality is the make-or-break key to securing loyal customer relationships and sustainable market differentiation. Increasingly, no matter what role you play within a business, you will be expected to contribute to improving customer user experience. Whether you have interest in product management, design, or technical management, or just have a desire to make user experience design part of your skillset, Designing Customer Experiences (DCE) may be a good fit for you.
Great user experiences are designed, not left to chance, and Design is learned best through “doing.” Students are introduced to foundational design techniques through hands-on projects, case study discussions, readings, and sketching/visualization skills sessions. These experiences help form a design strategy framework and “personal skills toolkit” populated for you to confidently design your own compelling customer experiences.
In addition, students flesh out this framework through project-based assignments and presentations applying the principles of design thinking, human factors, design for usability, storytelling, and interaction design to analyze, create, and present effective customer experience solutions.
Course Syllabus (Previous)
EGRMGMT 578.01 Syllabus, Fall 2021
A Word From the Faculty
Student Testimonials (from Course Evaluations)
- “The content is very applicable to designing intuitive technology and understanding how an audience works. Professor is extremely qualified and uses real world experiences to back his ideas.”
- “I found the most useful to really dive deep into the experience that a user has with a tech product. This experience of assessing other companies and the experience they provide was very fun and helpful.”
- “Prof. Twiss does an excellent job in teaching the course and the fact that he loves the subject can be seen by the way he teaches. I liked the fact he has put a lot of personal pictures he captured in his slides, which shows he goes above and beyond! We are all naturally thinking about good and bad customer experiences since this course started, so that can testify the best of what I feel about this course!”
- “Found the material to be very interesting and relevant especially with the high number of real world examples presented. Enjoyed the class environment where discussion and participation occurred a decent amount. The homework/projects were definitely applicable to what we learned in class.”
Previous Course Evaluations
- Fall 2021
- Fall 2022
