Module 5: Service Blueprints

SERVICE BLUEPRINTS Module 5 The original Service Blueprint, conceived by Citibank marketing executive G. Lynn Shostack, was intended for service designers and others to share ideas for designing a service. “Unlike products,” she wrote in 1983, “no...

Module 6: Touchpoints

TOUCHPOINTS Module 6 TOUCHPOINT TAKEAWAYS Many service providers are not taking full advantage of Touchpoints, a communications channel that service providers use to communicate with users to enhance their experiences. Touchpoints are used for influencing users’...

Module 7: The Journeyman: Conclusion

Wrap up The aim of this course, The Journeyman, was to assist learners to design services that accomplish a purpose for a service provider. The approach is based on service design techniques to create positive user experiences that deliver a desired outcome. This...