Service blueprints: laying the foundation
Service blueprints allows designers to look beyond the product and pixels to examine the systems that bring a customer’s experience to life.
Nielsen Norman Group: UX Research, Training, and Consulting
Journey maps combine two powerful instruments—storytelling and visualization—in order to help teams understand and address customer needs.
Un mapa de la experiencia del cliente: Customer Journey Map | Startups, Estrategia y Modelos de negocio
La clave para crear modelos de negocio realmente innovadores es poner al cliente en el centro, pero ¿sabemos cómo analizar la experiencia del cliente y qué herramientas usar para ello?
Customer Journey Sketchboards
I use Customer Journey Sketchboards (Maps or Blueprints) within inception workshops and i think they are THE most effective method for creating a shared understanding of the end users experience, a…
Service blueprint of concepts and evaluation elements
From Design Council, “a service blueprint is a way to show a service from start to finish. It shows all the different touchpoints and interactions that a user encounters on their journey thro…
First Service Blueprint Developed for Campaign
After spending some time researching about the service blueprint design tool, I have started to experiment to apply the tool to my own project. It is very interesting method to combine the custumer…
OE068: Figure 5.12
There’s lots of good information to drill down on, but the salient highlights are immediately clear. Orchestrating Experiences: Collaborative Design for Complexity, Risdon, Quattlebaum, 2018, New York: Rosenfeld Media rosenfeldmedia.com/books/orchestrating-experiences//
Introducing the storygraph
The storygraph is a deliverable I made to visualize the user needs/touchpoint matrix. Then it became a powerful tool, but let’s start from the beginning. Two years ago I was trying to represe…
Customer Journey Map Template
Here's a great customer journey map template to help customer success folks document, visualize and evaluate how they interact with customers. Here is a link t…