Mapping Out the Service Experience

Mapping Out the Service Experience.

According to Gibbons (2017), designing a service requires the provider 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).
https://www.nngroup.com/articles/service-blueprints-definition/
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.

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