PROFESSIONAL
Sin Hourt Heng
Distributed by:
SHH

Issued to

Sin Hourt Heng

Want to report a typo or a mistake?

Credential Verification

Issue date: November 26, 2025

ID: 0a24796b-d27a-4eae-b33b-291cd5faa970

Issued by

Swinburne University of Technology

Swinburne University of Technology is a globally connected university focused on innovation, industry and future ready education, bringing people and technology together to create positive outcomes for society, business and the digital economy.

Type

Certification

Level

Foundational

Format

Online

Duration

3 days

Description

The holder of this badge has successfully completed the MKT70021 Customer Experience Artefacts Portfolio, demonstrating the ability to research, analyse and design a coherent customer experience strategy. This includes the development of a customer empathy map, customer journey map, experience blueprint and integrated CX improvement plan grounded in theory, data and applied industry practice. The portfolio evidences skills in identifying customer needs, mapping touchpoints, diagnosing experience gaps and designing practical, future focused solutions that improve value for customers and organisations.

Skills

Customer Empathy Mapping

Customer Journey Mapping

CX Strategy

Customer Experience Design

Customer Experience Management

Earning Criteria

Assignment

The learner has successfully completed the MKT70021 Customer Experience Artefacts Portfolio by developing and refining a Customer Empathy Map, Customer Journey Map and CX Strategy on a Page, curating these into a professional portfolio, and producing a reflective narrative that demonstrates applied CX capability, professional growth and readiness for industry, meeting all unit learning outcomes and standards.