![]() How many are repeat visitors vs one-time visitors? In terms of B2B, how active are end-users in the service and for what stages?.Where are your customers coming from? Search, other websites, ads, social media?.Other questions analytics can answer for service design are: Depending on industry this can be wildly different from broader statistics of the general population. What is the breakdown of iOS vs Android for your specific user base. How many try to use mobile to access your dashboard tool. For example, what percentage of people are on mobile vs Desktop when visiting the marketing site or signing up for the service. Service blueprints should show what channels users are interacting with the service in, as well as details about technology. The end goal is to accurately describe how customers interact with the service as well as the experience of team members supporting the service. This will be a combination of quantitative and qualitative methods to show both what customers and team members are doing as well as how they would describe their activities. Research Customers’ and Stakeholders’ for Insights into Their Journeys and Experiences Research Methods to Gain Insights Steps for Creating a Service Blueprint 1. App stores contain marketing materials and support feedback for your product, you also may have several different apps across different stores, this may all be included in a service. If your product is a native mobile application, part of the service is the experience on the app store. Thinking in terms of a service reframes how you and your team thinks around the customer journey. A service may also be made up of multiple products, or even competitor’s and partner products. ![]() A service should include all of this and can even cover multiple products that address different customer stages. Products also often are targeted at one phase of a customer’s journey and don’t include marketing, customer support, and other activities that are equally important in the customer journey. Product thinking often has you, as a Product Owner or UX Designer, thinking in the context of a single day of activity. Service vs ProductĪ service blueprint shifts your focus away from thinking about a single product. Both types of UX deliverables have their advantages for highlighting how customers interact with a service, but service blueprints usually provide a broader and longer term customer lifecycle while mapping internal processes. Journey maps are more focused on the customer and what they are experiencing. However, unlike customer journey maps, service blueprints are focused on the organization and its services. Service blueprints have some similarities with journey maps, and often will have the same phases and user actions.
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