Adaptive Path’s Guide to Service Blueprinting [PDF] – Really nice and fairly complete guide to service blueprinting specifically and service design in general
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katie
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katie
[Adaptive Path’s] Guide to Experience Mapping: “We’ve been doing experience mapping in our practice for several years now. Why? Customers are increasingly choosing products and services based on the quality of the experiences they have with them. These experiences often break down when they span multiple channels. As a result, organizations need a holistic, human-centered view of the experiences they create. In short, they need a map.”
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