Experience Design and Management (ExDM) students specialize in the design, delivery, evaluation, and management of experience journeys. Our versatile graduates employ interdisciplinary design principles, management science, and social psychology to deliver impactful experiences across diverse contexts including business, hospitality, tourism, and special events. ExDM majors design and manage customer journeys, employee engagement programs, events, and recreation experiences. Our graduates help individuals and organizations experience growth.

COAPRT Standard 7.01. - Students graduating from the program shall demonstrate the following entry-level knowledge: a) the nature and scope of the relevant park, recreation, tourism or related professions and their associated industries; b) techniques and processes used by professionals and workers in these industries; and c) the foundation of the profession in history, science and philosophy.
  • Outcome:
    EXDM 401 Professional Development Plan: Students will complete a timeline assignment for their next three to four semesters detailing the objectives and strategies each will use to prepare for employment. This will include identifying professional organizations related to their areas of interest, which organization(s) they will join as a student, identify business conference(s) related to their areas of interest, which conference(s) they will attend as a student, identify who is in their network of business acquaintances, colleagues, and mentors, identify employment seeking websites and connections, copy of their current resume, a template of a letter of intent, a biographical paper, agenda of when specific goals, strategies, and assignments will be met. EXDM 402 Career Development Field Trip Plan: Students plan and implement a two-day field trip program to visit a variety of professions in experience design and management. Professional Development Plan: The object of this assignment is for students think critically about their desired experience industry career path and develop a plan to continue/begin progressing along this path as intentionally and immediately as possible. Career Development Field Trip Plan: Student evaluation of the relevancy of the field trip program EXDM 412 Cost/Volume/Profit Analysis: Page 388 of Rossman Chapter 19 Reading --- Exercise 19.1---Cost-Volume-Profit Analysis---Individual Assignment EXDM 423 Case Studies Each student will prepare two 2 page memos for the pertinent manager in a qualitative, and mixed case. The purpose of this assignment is to apply design thinking, experience economy theory, and management knowledge to influence problem-solving decisions. The format for the memos will be OABC: opening, agenda, body (with appropriate analysis) and conclusion with a call to action. At least one visual/graphic should be included using the three I's--introduce, insert, interpret. This memo must provide persuasive analysis using quantitative and qualitative methods, application of key concepts, and coherent and aligned recommendations. EXDM 300 Exam Items: Exam items cover materials that form the foundations of the experience industry including positive psychology, intrinsic motivation, flow, time use, technology issues, family rituals, nature benefits, the experience economy, design thinking, and fostering empathy. EXDM 401 Midterm Exam: The midterm exam assesses the students understanding of the discussions held in the course for the first half of the semester that deals with the science of experiential design, experiential learning, physiological neuroscience at a fundamental level, and the past and current research in this area. EXDM 403 History of Management Quiz: The quiz covers information about the founders of modern management and their contribution to management.
  • Measure Type:
    Direct
  • Assessment Method:
    Professional Development Plan: Average assignment grade of 85% or better. Career Development Field Trip Plan: Average assignment grade of 85% or better. Cost/Volume/Profit Analysis: Average assignment scores will be 85% or better. Case Studies: Average case scores will be 85% or better. Exam Items: Average score for all items of 80.0%. Quizzes: Average quiz grade of 85%.
  • Result:
    Professional Development Plan: Average score was 96%. Students seem to have a vested interest in this assignment and fulfill the assignment prompts as a useful tool for their future plans. Career Development Field Trip Plan: Overall, students felt the work associated with this field trip was relevant and helpful in finding internships. Cost/Volume/Profit Analysis: Average scores were 94.3% (88 students - Winter Semester 2019). Students generally demonstrated an ability to look critically at an entire event and adjust for all costs: fixed, variable, and overhead. Case Studies: Average is ~84% with 78/90 students scoring 70 or better on all three case studies. Students still default to wanting to use qualitative skills instead of quantitative skills when analyzing cases. Continued effort will be again made to push students to use quantitative analysis to drive reasoning. These results demonstrate student’s ability to apply knowledge of the techniques and processes used by professionals in the experience industries to real life problems. Exam Items: Average for all pertinent items (175 over three exams) was 82.0.1% (741 students over two semesters). Student scores decreased very slightly from 2017-2018. This may be due to changes in test questions or to student performance or instructor changes. Students have demonstrated an adequate grasp of the foundational history, science, and philosophy of the profession. Midterm: The midterm is focused on the history, science and philosophy of the field. The midterm average was 90%. This demonstrates student’s overall understanding of the foundational principles. History of Management Quiz Quiz average: 86.6%. Eighty-nine students demonstrated they have entry-level knowledge regarding eight historical leaders/figures of management and their respective contributions to management practices and processes. They also demonstrated entry-level knowledge of four early approaches to modern management.
COAPRT Standard 7.02. - Students graduating from the program shall be able to demonstrate the ability to design, implement, and evaluate services that facilitate targeted human experiences and that embrace personal and cultural dimensions of diversity.
  • Outcome:
    EXDM 404 Final Round of Experience Testing – Planning Documents: Student groups had to design and test an experience on their classmates. To prepare for testing they were required to use and submit documentation related to following experience design approaches/tools: design thinking, touchpoint template, etc. EXDM 412 Event Canvas Presentation: Each group will finalize the event canvas and present it to the class. 50 points for the canvas and 30 points for the presentation. The presentation in class should include a complete overview of your event. Show a few PowerPoint slides with pictures from the event. Show a completed canvas - electronically (all 14 boxes filled in) for one of the two stakeholders you created empathy maps for. Consider the stakeholder before the event in the following boxes, and in this order: Entering behavior, Pains, Gains, Expectation, Commitment, Jobs to be done, Experience Journey, Instructional Design. Consider the stakeholder after the event in the following boxes, and in this order: Cost, Revenue, Return, Promise, Satisfaction, Exiting Behavior. Your presentation should also answer the following questions; what went well? Improvements/mistakes? Do you recommend that future RecM 425 classes work with this organization? This presentation should be 8-10 minutes. Every student in the group should participate in the presentation. Also report that: Thank you notes written and sent? Equipment returned? Venues returned to pre-event state. -View the program life cycle in the chapter 22 reading or in the lecture PowerPoint- Determine where your event fits on the cycle- Create specific modifications to the overall event that help revitalize or improve the event. EXDM 422 Experience Insights Project: Students worked in groups to design and implement and evaluation project to collect the necessary qualitative to construct a customer experience journey map for their selected experience.
  • Measure Type:
    Direct
  • Assessment Method:
    Final Round of Experience Testing - Planning Documents: Average assignment scores will be 85% or better. Event Canvas Presentation: Average assignment scores will be 85% or better. Experience Insights Project: Average assignment scores across the various components will be 85% or better.
  • Result:
    Final Round of Experience Testing - Planning Documents The average score across both sections during Fall 2018 was 89.5%. The students generally demonstrated the ability to appropriately use the various experience design approaches/tools associated with this assignment. Event Canvas Presentation: Personal Event 2 – Event Canvas – 88 students – average score was 94.2% Experience Insights Project: Average grade was 89.6% - Students showed the ability to conduct and report on an evaluation that included qualitative data as well as producing a final customer experience journey map.
COAPRT Standard 7.03. - Students graduating from the program shall be able to demonstrate entry-level knowledge about operations and strategic management/administration in parks, recreation, tourism and/or related professions..
  • Outcome:
    EXDM 403 Managerial Leadership and Leadership and Self Deception Quizzes The two 10-item quizzes cover content from the textbook and from Leadership and Self-Deception. The point of the Leadership and Self-Deception quizzes is to assure they are getting the main points from the chapter and the book. EXDM 403 Service Quality Case Memo Each student prepares a 2-page memo to the pertinent manager in the Ritz-Carlton Case. The purpose of this assignment is to apply recreation and management knowledge to influence problem-solving decisions related to service quality. This memo must provide persuasive analysis using reasoning and quantitative methods, application of key concepts, and coherent and aligned recommendations. EXDM 403 Overcoming Five Dysfunctions of a Team Quiz The 10-item quiz covers content from the book, Overcoming the Five Dysfunctions of a Team: A Field Guide. EXDM 423 Case Studies Each student will prepare two 2 page memos for the pertinent manager in a. qualitative, and mixed case. The purpose of this assignment is to apply design thinking, experience economy theory, and management knowledge to influence problem-solving decisions. The format for the memos will be OABC: opening, agenda, body (with appropriate analysis) and conclusion with a call to action. At least one visual/graphic should be included using the three I's--introduce, insert, interpret. This memo must provide persuasive analysis using quantitative and qualitative methods, application of key concepts, and coherent and aligned recommendations.. EXDM 423 Capstone Project: Students are asked to develop an experience management system using Qualtrics along the customer journey that analyzes a company’s NPS. Furthermore, students will collect data from the selected company’s customers and analyze the data using Qualtrics’ StatIQ to identify areas the company is not providing the expected customer experience. To dive deeper into the experience the Net Promoter System will be used to close outer and inner loops to quantitatively diagnosis the customer experience. Based on the projects’ findings, students will offer recommendations to the company on how to maintain and gain customer loyalty based on the customers’ experience. Finally, results will be shared in a professional consultant level oral and written report to key members of the company’s management team. This project will be worked on all semester and students work in teams to complete it.
  • Measure Type:
    Direct
  • Assessment Method:
    Managerial Leadership Quiz: Average quiz scores will be 85% or better. Leadership and Self Deception Quiz: Average quiz scores will be 85% or better. Overcoming Five Dysfunctions of a Team Quiz: Average quiz scores will be 85% or better. Service Quality Case Memo: Average case scores will be 85% or better. Case Studies: Average case scores will be 85% or better. Capstone Project: Average assignment scores from content areas will be 88% or better.
  • Result:
    Managerial Leadership Quiz: Quiz average: 95.6%. Students read the chapter in the text and discussed information in class. They have a strong understanding and knowledge of leadership principles applied to being a manager. Leadership and Self Deception Quiz: : Quiz average: Section 1 (46 students) 85.3%, Section 2 (43 students) 80.2%. Students read the book, Leadership and Self-Deception and learned principles in class. They also wrote up an application experience with the principles taught in the book. They have a thorough knowledge of the principles of leadership and self-deception and can apply it to their lives. Overcoming Five Dysfunctions of a Team Quiz: Quiz average: Section 1 (25 students) 94.6%, Section 2 (64 students) 92.8%. Students understand the dysfunctions of team operations. Service Quality Case Memo: Assignment average: 82.3%. Students read a case on service quality concerns at Ritz Carlton and analyzed “service defect” data to determine root causes for the defects. They were asked to analyze the data with any skills they had. A brief case memo was written as well as a presentation to the class. They demonstrated they know how to apply basic data organizational skills to help identify problem areas but weren’t necessarily adept at looking deeper at the data to determine root causes for the service quality failures or to think of possible solutions to the identified problem areas. Case Studies Average is ~84% with 78/90 students scoring 70 or better on all three case studies. Students still default to wanting to use qualitative skills instead of quantitative skills when analyzing cases. Continued effort will be again made to push students to use quantitative analysis to drive reasoning. These results demonstrate student’s ability to apply knowledge of the techniques and processes used by professionals in the experience industries to real life problems. Capstone Project: Average is 89% with all 90/90 students scoring 75 or better. Scores had a tendency to be lower on enhancing the customer experience using the experience economy tools. Discussions have taken place with the ExDM faculty to teach more of the experience economy tools earlier in ExDM’s curriculum.

Demonstration of Compliance:

COAPRT Standard 2.05.05   Demonstration
The program annually posts 7.0 series aggregated data and additional evidence reflecting program academic quality and student achievement on their program and/or departmental website. Such information shall be consistent with The Family Educational Rights and Privacy Act (FERPA) requirements.

COAPRT Standard 3.06   Demonstration
The program has a practice of informing the public about the harm of degree mills and accreditation mills.

COAPRT Standard 3.07   Demonstration
The program has a practice of informing the public about their COAPRT accredited programs.