Thank you for the collaboration on this post! Your feedback and discussion on this article added key insights to using customer journey maps and operating principles in the real world.
I’d enjoy hearing feedback from your readers on this!
Great case study! This sounds like lots of service design principles not sure if you've explored that before? ☺️ One thing about customer journey maps to add, in my opinion, to be truly customer-centric in a map, it means focusing on a customer goal and including things that often diverge from the business' purchase and product journeys. Otherwise it's probably product-centric - which is fine but helps if that lens is recognised, as there might be other things going on in their journey that are important to understand.
Yes a lot of relationship to Service Design here. Agree there are a lot of things going on in a customer journey. There is much more to explore in the convergence of Service Design with Product!
I was struck by how the customer journey combined with operating principles can help the product team have a common understanding of the product and each other's roles.
Thank you for the reminder to dig into Service Design for more improvements!
Service blueprint is the method to have a holistic view on ecosystem (aka market) and see where to improve the business operations. Looking at product as a mere touchpoint artefact that connects people is a best approach in SAAS, imho
Thank you for the collaboration on this post! Your feedback and discussion on this article added key insights to using customer journey maps and operating principles in the real world.
I’d enjoy hearing feedback from your readers on this!
Thank you Amy. So happy you shared those unique insights! 🙏
Great case study! This sounds like lots of service design principles not sure if you've explored that before? ☺️ One thing about customer journey maps to add, in my opinion, to be truly customer-centric in a map, it means focusing on a customer goal and including things that often diverge from the business' purchase and product journeys. Otherwise it's probably product-centric - which is fine but helps if that lens is recognised, as there might be other things going on in their journey that are important to understand.
Yes a lot of relationship to Service Design here. Agree there are a lot of things going on in a customer journey. There is much more to explore in the convergence of Service Design with Product!
I was struck by how the customer journey combined with operating principles can help the product team have a common understanding of the product and each other's roles.
Thank you for the reminder to dig into Service Design for more improvements!
Service blueprint is the method to have a holistic view on ecosystem (aka market) and see where to improve the business operations. Looking at product as a mere touchpoint artefact that connects people is a best approach in SAAS, imho
Great points on using service design! Thank you for commenting.