I recently posted to my blog examples of techiques for customer experience mapping and service blueprinting. I had a number of requests for a high-res version of the CX map.

So here's the high-res version.

The map should be seen as part of the solutioning process representing the current state customer and service perspective (as opposed to system, architectural, business process, perspectives). It has opportunities for enhancement, suggested mitigations for point of pain/barriers identified but it is only an input to all the other inputs that are required when a large corporate is exploring business change. What I'm basically saying here is saying is maps, blueprints aren't the be-all, end-all for decision-making and effecting change. I'd also say that a blueprint provides the best bridge for business people to get what service designers are on about but the Maps provide the ability to do a realistic blueprint.

The experience mapped is not factual. I've adapted a real example and made into a fictitious (some may say slightly preposterous) service scenario and changed thenames to protect the innocent (or commercially confidential). NZ does not have such a silly public sector service offering (it does have other candidates though). For the purposes of illustration, the gist isstill in there for it to make sense as a map.

Views: 6775

Add a Comment

You need to be a member of DesignThinkers Academy Network to add comments!

Join DesignThinkers Academy Network

Comment by Alfredo Osorio on August 23, 2010 at 18:30
Excellent work. Thanks a lot.
Comment by Mel Edwards on July 7, 2010 at 10:16
Thanks Marc. When I work out how I will!
Comment by Marc Stickdorn on June 28, 2010 at 20:44
Mel, this is a great example. Congrats! Did you consider to poost it on http://tisdt.uservoice.com as an example for customer journey mapping? This would serve as a nice visualisation! Cheers, Marc


Customer discovery - would love your thoughts

Started by Nikki. Last reply by Arne van Oosterom Nov 30, 2017. 1 Reply

Human-centered design and service work?

Started by Christopher Federer Oct 12, 2017. 0 Replies

Promoting my book

Started by Aaron A. Palileo Sep 12, 2017. 0 Replies




© 2021   Created by Arne van Oosterom.   Powered by

Badges  |  Report an Issue  |  Terms of Service