Service design process and tools with journey map

Description:

This image illustrates a structured framework for the Service Design Process, integrating tools and methodologies to map out the customer journey. It identifies five key components: Vision, Personas, Location Plan, Journey Map, and Blueprint.

1. Vision:

Outlines the core values and goals that steer the service's direction and inform decisions, ensuring alignment with the company's mission and customer expectations.

2. Personas:

Depicts representative users based on behavioral research to guide the design that resonates with various customer segments.

3. Location Plan:

Details what services are offered, their locations, and the logistics of how they're provided, specifying when and by whom.

4. Journey Map:

Captures touch points across the user experience, charting the evolution of service interactions over time to identify opportunities and pain points.

5. Blueprint:

Represents a more granular operational plan aiming to turn strategy into actionable steps, calling for inputs (with 'Add text here' placeholders) to customize.

Use Cases:

Industries where these slides can be applied:

1. Healthcare:

Use: Mapping patient experience and service delivery

Presenter: Healthcare administrator

Audience: Medical staff and hospital management

2. Banking and Finance:

Use: Enhancing client journey and financial service touchpoints

Presenter: Financial service designer

Audience: Bank executives and branch managers

3. Retail:

Use: Creating customer-centric shopping experiences

Presenter: Retail strategist

Audience: Store managers and marketing teams

4. IT Services:

Use: Designing user-focused IT support systems

Presenter: IT service manager

Audience: Technical support teams and stakeholders

5. Hospitality:

Use: Streamlining guest experiences from booking to stay

Presenter: Hospitality consultant

Audience: Hotel owner and front desk managers

6. Education:

Use: Improving student and staff interactions at all touchpoints

Presenter: Academic administrator

Audience: Educators and institutional leaders

7. Transportation:

Use: Optimizing customer journey within transit systems

Presenter: Transport planner

Audience: Transit authority members and operators