Gumshoe: Experience Research, Strategy and Design

Field Notes · category

Design Practice & Systems

Service design, prototyping, journey mapping and the systems that connect customer needs with delivery.

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What is Service Design: Part 3 – Service Blueprinting

Service blueprints connect a customer's journey with the people, processes and resources that deliver it. A restaurant analogy distinguishes the visible dining-room experience from the work happening in the kitchen. The article describes evidence, customer actions, frontstage interactions, backstage activities and support processes as the blueprint's core ingredients. Employee accounts and internal research are needed to build and validate the picture across functional groups. Used well, the resulting artifact can expose systemic weaknesses, identify opportunities and clarify shared responsibility for the experience.

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What is Service Design: Part 2 – Journey Mapping

A journey map represents a particular customer's experience across touchpoints, rather than the organization's view of its own process. Using a Cinderella analogy, this article argues that teams must first understand whose needs they are trying to meet. It outlines the ingredients of a useful map: persona, time frame, goals, milestones, activities, thoughts, feelings and touchpoints. The map should identify pain points, opportunities and ownership across organizational boundaries. Research, customer input and validation are essential if it is to represent the customer voice in service decisions.

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