Customer Experience: Service Blueprinting
- Title of the activity
- Customer Experience: Service Blueprinting
- Term of the activity
- Spring 2022
- Name of sponsoring organization
- LinkedIn Learning
- Details of the activity (e.g., where, when)
- LinkedIn Learning – Completed 2022-05-09 via webinar
- What you learned
- Customer experience journey mapping starts with first identifying a single problem/experience and expanding outward (instead of trying to solve everything at once).
- Involving leadership in the details of the process at the beginning is important to build confidence in the project and achieve buy-in.
- The customer experience can be any interaction such as when they interact with POS systems (even indirectly) to when they ask questions.
- The customer experience (and friction) can be impacted by invisible factors such as backend processes and slow APIs.
- How the activity relates to coursework or your career goals
- As a leader in the IT field, it’s important to understand all factors of customer experience, for both internal and external users (customers) of processes, tools, software, and conversations.