Envision and plan with a blueprint
If you need to direct multiple departments in improving the customer experience, where do you start?
- Understand customers and stakeholders.
- Generate concepts that connect to your brand and your capabilities.
- Use an experience blueprint to agree and implement your plan. (Image at left.)
Or what if you’ve concentrated on designing the product, but ignored the whole experience around it?
How does the consumer become aware of your offer, engage with it the first times, use it repeatedly, pay for it, tell their friends about it, and enjoy deeper interaction with it?
These are elements of the user experience that you’ll want to consider, define and implement. An experience blueprint guides staff and partners in the process of agreeing and implementing the best ideas.
Experience Design
customer journeyThe Yo!Sushi franchise has a well designed and executed customer experience, shown here in Ireland, where the customer experience begins at the directions kiosk, continues as they approach from above, and culminates on seating, where the table setting is delightfully efficient. A favorite feature is the pricing scheme, illustrated on the menu with colored circles that match the colorful plates the food travels on.
experience blue-print with touchpointsThe timeline and touchpoints of the customer journey here were put into action by a housing developer. Their goal: Keep the excitement of home ownership alive! — during the 9-month lag between the delight in experiencing a model home, shelling out the downpayment…. and actually moving into a new place.It’s a long process that benefits from references to specific high points, past and future. To support this we created a portfolio of customer touchpoints to be rolled out over the course of a year — a vision shared by five departments working together.
Range of Services
Customer and Stakeholder Journeys • Service Benchmarking • Building a Customer Experience Appropriate to the Brand • Visualizing or Prototyping the Service Experience • Service Touchpointsand Blueprint