What types of opportunities can this process uncover?
Current State Experience Blueprinting – Practical By Design
The goal is to map the whole journey to see a holistic view of gaps and opportunities – beginning with customer awareness, moving through discovery, then engagement, and finishing with user loyalty.
The magic happens when different levels of an organization come together examine a journey from differing perspectives- pain points or opportunities are identified and actioned on.
We examine everything. Breaking down multiple touchpoints, platforms, and systems, we get down to the roots. Regardless if it’s a digital interface, a physical in-person interaction, or an automated communication, our goal is to uncover obstacles and opportunities.
Here’s why the Experience Blueprint workshop may be a good fit:
While every organization seeks to provide a consistent omnichannel customer experience, the reality is that touchpoints are created and managed by different teams, have different roadmaps, and provide a less than seamless experience for users. The experience blueprint will look at all of these touchpoints together in a single journey moment in order to understand how they harmonize with each other.
Today's omni-channel customer experiences -powered by backend systems, 3rd parties, and teams of employees - are becoming increasing complex. The experience blueprint helps make sense of these systems, touchpoints, and processes by visualizing them in an accessible way, and giving a voice to the "behind the scenes" roles that make the customer experience possible.
True collaboration that leads to decisions made between departments is hard to do. Our blueprinting experts will facilitate a guided workshop designed to gather insights from a cross-functional team, so problems can be identified and solved together. A single blueprint workshop only takes a few hours to complete, reaping benefits for the next weeks, months, and even years to come.
Are you curious about what an Experience Blueprint really is? We asked our resident Service Design expert, Ashley Banegas, to weigh in.
Ashley is a service design expert who specializes in crafting seamless and customer-centric experiences that drive businessgrowth. With a strong background in User Experience, Design, and User Research, Ashley is passionate about creating frictionless and meaningful experiences by integrating customer needs with business objectives. Ashley Holds a Masters in Product Development from Carnegie Mellon University and is known for her creativity, strategic mindset, and ability to translate complex concepts into actionable plans.
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