presented by: Capital One

Working With Service Blueprints

Speakers

Nick Crampton

Capital One

Nick Remis

Capital One

From multi-touchpoint services to multi-channel digital products, the experiences we design are getting extremely complex. To deliver the holistic experiences users want, we must ensure that what a customer interacts with—the front stage—seamlessly connects with operations—the backstage. Service blueprints are a versatile tool that help visualize and orchestrate both the customer experience and the operations that support it. We'll explore how they can be used to document the current state of an experince, work with multi-functional teams, and plan for the future.

Primary Entry: Music Badge, Platinum Badge, Artist Wristband, Film Badge, Interactive Badge
Format: Panel
Event Type: Session
Track: Design
Level: Intermediate