Issued to
Sin Hourt Heng
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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.