Shaun Barba

Customer Experience: Service Blueprinting

1. Title of the activity
   • Customer Experience: Service Blueprinting
2. Term of the activity
   • Spring 2022
3. Name of sponsoring organization
   • LinkedIn Learning
4. Details of the activity (e.g., where, when)
   • LinkedIn Learning – Completed 2022-05-09 via webinar
5. 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.
6. 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.