Mapping Out the Service Experience
According to Gibbons (2017), designing a service requires the provider to identify the touchpoints that create a customer’s journey — or rather the “experience of the user.” One tool managers use to understand the customer journey is a service blueprint (nngroup.com).Links to an external site.
Consider a service experience in your work environment or a personal experience you may have had with a service provider. Using the service blueprint diagram displayed in the service blueprint article, map out the customer journey for the service you identified.
