Syllabus

? Overview

JRMC 7010E: Digital Media Design and Aesthetics
Maymester 2024

Class: Synchronous online meetings (optional) scheduled with student input + asynchronous assignments and discussions

Instructors:  John Weatherford, Kyla Sterling

Contact: EM Slack / johnweatherford@uga.edu, ksterling@uga.edu

Office Hours: Fridays 1-2pm (drop-in) and by appointment

Description

Organizations don’t deliver products or services—they deliver experiences, and these experiences are increasingly digital. The world’s best organizations carefully design every element of these experiences to create a cohesive, compelling whole that is far greater than the sum of its parts.

This class will explore the ethics, principles, and tools of digital customer experience design, or CX.12

Learning Outcomes

By the end of the semester, you’ll be able to:

• Define a considered code of ethics for designing customer experiences
• Employ principles of human/user-centered design to customer experiences
• Analyze customers’ experiences using various frameworks
• Improve customer experiences through various tools such as detailed journey mapping

Topical Outline

• CX design ethics
• Principles of CX design
• CX design methodologies
• CX usability testing
• Psychology of CX design
• Copywriting for CX design
• CX design journey mapping
• CX design prototyping

Instructor philosophy

More than being here to help you learn the subject material, I’m here to help you figure out how what we’re learning applies to your academic and professional goals. I think the things we’re talking about in class are incredibly cool, exciting, and worthy of your time, thought, and energy. When you finish the class, you’ll have developed a really solid working knowledge of the field and know where and how to further your own knowledge and expertise. We’re going to have a lot of fun, but I also expect you to work hard. Work hard at the assignments, sure, but more than that, work hard at understanding the stuff we’re talking about, why it matters, and what you can do with it—that’s what really matters.

Class Culture

We’ll continually discuss the attitudes and practices that each of you, individually, will need to cultivate to succeed in this class. However, it’s also worth taking some time at the outset to talk about what we all should expect from each other.

In short, we’ll work to cultivate an atmosphere of curiosity, fun, and professionalism. That means that you can expect me to:

• Create an atmosphere of curiosity and inclusion where everyone feels welcome to bring their authentic selves to class
• Communicate a clear direction for the course as a whole and for each class gathering, activity, and assignment
• Work diligently to make all assignments and activities of this class worthwhile

Similarly, I expect each of you to approach each component of the class as a future professional—with an open mind, a diligent work ethic, and respect for your peers and instructor.

? Texts and Tools

Texts

In addition to the free online resources presented on and linked to from this site, you’ll also need to purchase the following three books. As long as you order current editions, any combination of physical / digital and purchase / rent is fine.

• Tragic Design, Jonathan Shariat and Cynthia Savard Saucier
• This Is Service Design Doing, Marc Stickdorn, Marckus Hormess, Adam Lawrence, and Jakob Schneider
• Don’t Make Me Think, Revisited, Steve Krug

You might also explore using the free trial of O’Reilly Learning.

Tools

• Slack will be our course communication hub
• Zoom will be used for all synchronous meetings
• This site will be the primary repository of readings
• UXPressia will be used for creating journey maps for final projects
• ELC will be used only for posting grades

? Assignments + Grading

Learning Journal (20 points)

Students will keep a digital design journal in a Google Doc for the duration of the course. This journal will be a space to collect and reflect on new learnings and inspirations as well as to create.

Assignment page

Participation (20 points)

In an effective learning community, all members participate to the best of their abilities. In this class, that primarily consists of being an active, engaged, positive participant in Slack discussions and, when possible, in synchronous classes.

Assignment page

Tutorials (30 points)

Based on the Oxbridge model, a series of three meetings between an instructor and a small group of students. Approximately 40 minutes each, with a prearranged agenda.

Assignment page

Final project (30 points)

Select a digital customer experience that you know well. Then, choose to create either a) a new offering or b) an existing offering to be revised. You’ll do so through three primary components:

1. A comprehensive digital customer experience journey map 
2. A prototype of a key element of the experience
3. A Medium.com blog post

Assignment page

Summary (100 points total)

Learning Journal	20
Participation	20
Tutorials	30
Final project	30
Total	100

Grading scale

95-100	A
90-94.99	A-
87-89.99	B+
83-86.99	B
80-82.99	B-
77-79.99	C+
73-76.99	C
70-72.99	C-
60-69.99	D
59.99 and below	F

? Schedule

? denotes synchronous class meeting via Zoom at 12pm (noon) Eastern (unless otherwise shown). Homework assigned on date listed and due by date of next synchronous class meeting.

Date	Topics	Homework
Week 0
? Tues. 5/14	– Welcome! – Getting to know each other – Syllabus overview – Tech News Practice overview – Intro to Tutorials	– Confirm Slack, Zoom, ELC access and settings – Order books – Share Learning Journal Google Doc with instructor Gmail
? Wed. 5/15	– Welcome (again)! – Questions? – Intro to Tragic Design and design ethics	– Read Tragic Design – Prep for Tutorial 1
Thurs. 5/16
Fri. 5/17	No office hours
Week 1
? Mon. 5/20	– Tragic Design discussion – Principles of Product Design introduction – Final project proposal overview	– Read Principles of Product Design – Write Final Project proposal
Tues. 5/21	– Tutorial 1
Wed. 5/22	– Tutorial 1
Thurs. 5/23	– Midpoint of semester – Withdrawal deadline
? Fri. 5/24	– Tutorial 1 debrief – Principles of Product Design discussion – Final Project proposals due + discussion -Checkpoint 1: Participation + Learning Journal	– Read This Is Service Design Doing, Chs. 1-4, 9 – Prep for Tutorial 2
Week 2
? Tues. 5/28	– This Is Service Design Doing, Chs. 1-4, 9 discussion	– Read Don’t Make Me Think, Revisited
Wed. 5/29	– Tutorial 2 – Final Project rough draft due
Thurs. 5/30	– Tutorial 2 – Final Project rough draft due
? Fri. 5/31	– Don’t Make Me Think, Revisited discussion	– CX Toolkit Readings
Week 3
? Mon. 6/3	– CX Toolkit Readings discussion – Final Project prep – Tutorial 3
Tues. 6/4	– Tutorial 3 – Complete course evaluations
? Wed. 6/5	– Final Project presentations – All Final Project deliverables due

? Policies

Attendance

Because this is an asynchronous online course, attending synchronous class meetings is not mandatory. However, it’s highly encouraged (and, hopefully, fun!), and I’d strongly suggest that if you’re unable to attend, you make time to watch the class recordings shared via Slack. 

The only required synchronous meetings are the three tutorials, for which you’ll submit your availability weekly. 

Make-up work

You are expected to complete and turn in your work by the due date, and late work is accepted only at the discretion of the instructor. If late work is accepted, the minimum penalty for the first assignment you turn in late is 10% of its total value per day late (ex: 10-point exam turned in two days late will be penalized a minimum of 2 points). After your first late assignment, each subsequent late assignment will be penalized a minimum of 20% of its total value per day (ex: 10-point exam turned in two days late will be penalized a minimum of 4 points).

Office Hours

In addition to being available through Slack and Zoom throughout the week, we’ll also hold open office hours on Fridays from 1-2pm EST. You’re always welcome to come by and see me with any questions, concerns, or just to say hi.

Access policy

If you have a disability and require accommodations, please see me after class or make an appointment during office hours. If you plan to request accommodations for a disability, visit the Disability Resource Center website or call 1 (706) 542-8719.

Non-discrimination policy

We do not engage in or tolerate discrimination or harassment on the basis of race/ethnicity, religion, national origin, sex/gender, sexual orientation, age, physical or mental disability, or veteran status. In addition, we do not discriminate on the basis of class, income, or political views. If there is something we can do to make the class more hospitable, please let us know.

Honor Code and Academic Honesty

As a University of Georgia Student, you have agreed to abide by the University’s
academic honesty policy, “A Culture of Honesty”, and the Student Honor Code (“I will be academically honest in all of my academic work and will not tolerate acad-
emic dishonesty of others.”). All academic work must meet the standards de-
scribed in “A Culture of Honesty” found at honesty.uga.edu. Lack of knowledge of the academic honesty policy is not a reasonable explanation for a violation.

Read the entire policy online, but the short story is: don’t cheat—the punishments
for violations of the Academic Honesty Policy are severe. You are expected to do
your own work and to report individuals who do not do their own work. As nearly
all of the class materials and assignments are online, you may find the temptation to cheat (cheating includes unauthorized sharing of class materials, using unau-
thorized sources during assessments, and more—seriously, read thisnow to get a full sense of what all constitutes academic dishonesty) even greater than usual. Resist that temptation. Questions related to course assignments and the acade-
mic honesty policy should be directed to the instructor.

New Media Institute Policies

New Media Institute students are responsible for knowing and abiding by all NMI policies. You agreed to these policies upon committing to Emerging Media and will be held accountable for following them. For a refresher on these policies, visit nmi.cool/em.

Emerging Media Dossier

Throughout your academic journey, you’ll create many things you want to show off to the world. Through your NMI classes, you’ll develop and build on the skills to create a digital portfolio to do so. See below to find the appropriate assignment:

• EM Dossier details and submission: nmi.cool/portfolio
• Note: Links do not need to be resubmitted or updated each semester. Just be certain to check that your URLs are up-to-date and functional.

Slack

The NMI uses Slack for all communication, from courses to events to requirements to everything in between. Students must join the NMI workspace (bit.ly/uganmi) and appropriate channels each semester, before the end of drop/add. You’ll need to check Slack on a regular basis, so be sure to install the Slack app on both your mobile device and computer.

NMI-Wide Channels

All NMI students must be in the following channels:

#update 

#jopps

Program Channels

Students should join all channels that relate to their specific NMI affiliations.

Slack Tip: To add a channel, hover over “Channels” in the sidebar, select the plus icon, then browse through channels. 

Emerging Media Double Dawgs: #doubledawgs

Emerging Media Masters (residential): #em 

Course Channels

For this course, you are required to join #7010.

NMI Social Media

No matter which social media platforms you’re active on, the NMI is there. The NMI posts student highlights, important timely announcements, details about upcoming events, job opportunities, and other content you won’t want to miss.

• Join the New Media Institute Job Board and follow us on LinkedIn
• Like the New Media Institute on Facebook
• Follow @nmiuga on X/Twitter
• Follow @jweath@mastodon.social on Mastodon
• Follow @nmiuga on Instagram

Student services

As a student at the University of Georgia, you have access to a wide variety of services to help you succeed. Click here to view a description of services along with links and contact information if you wish to learn more about these topics. Of course, you’re also welcome to talk with me if I can help in any way, too.

Mental Health and Wellness Resources:

If you or someone you know needs assistance, you are encouraged to contact Student Care and Outreach in the Division of Student Affairs at 706-542-7774 or visit https://sco.uga.edu. They will help you navigate any difficult circumstances you may be facing by connecting you with the appropriate resources or services. 

UGA has several resources for a student seeking mental health services (https://www.uhs.uga.edu/bewelluga/bewelluga) or crisis support (https://www.uhs.uga.edu/info/emergencies). 

If you need help managing stress anxiety, relationships, etc., please visit BeWellUGA (https://www.uhs.uga.edu/bewelluga/bewelluga) for a list of FREE workshops, classes, mentoring, and health coaching led by licensed clinicians and health educators in the University Health Center. 

Additional resources can be accessed through the UGA App. 

Counseling and psychiatric services (CAPS)

College can be stressful. Life has difficult stretches. If you need help, get it. CAPS provides short-term individual counseling, group counseling, couples counseling, crisis intervention, psychiatric evaluation and medication monitoring, psychological testing, and makes referrals to campus and community resources when appropriate.

Emergency preparedness

Verify that your emergency contact information is correct at ugaalert.uga.edu and add 706-542-0111 as “UGAAlert” in your contacts. If you have concerns about any emergencies or if you have special circumstances that I need to know about in case of an emergency, please speak to me after class.

Changes to Course Syllabus

The course syllabus is a general plan; deviations announced to the class by the instructor may be necessary.