Topic: 2.4.2 Building a Journey Map

USER JOURNEYS Topic 2 Steps To Build A Journey Map There are three key terms to consider in relation to the Journey Map. A user journey is the path a user takes through a service. A service experience refers to what the user experiences from the service. Lastly, a...

Topic: 2.4.3 How Journey Maps Have Advanced

USER JOURNEYS Topic 3 The Journey Map has evolved over 20 years from a tool used initially to visualize a typical user’s journey to now creating personalized experiences.  The evolution is due to the insertion of technology for sensing and tracking users while they...

Topic: 2.5.1 Use of Blueprints

SERVICE BLUEPRINTS Topic 1 USE A SERVICE BLUEPRINT TO: ♦  Plan service experiences ♦  Determine if there are sufficient resources for a service ♦  Help others to understand their role, i.e., where hand-offs should occur ♦  Solve performance issues ♦  Foster...

Topic: 2.5.3 Building Blueprints (Back Stage)

SERVICE BLUEPRINTS Topic 4 Backstage of a Service Blueprint Even though what occurs in the backstage of a Blueprint is out of the user’s view, the activities that take place undergird the service, allowing it to function.   Contact Support is associated with...