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Behind every great service is a well-organized plan. This blueprint helps you align processes and people for an exceptional customer journey.
How to Use This Template
Begin by defining the customer actions, then add frontstage (visible) and backstage (invisible) interactions. Map supporting processes, linking each action. Use swim lanes to organize roles, identify dependencies, and add pain points or opportunities where needed.
1) Customize Journey Phases:
Begin by tailoring the journey phases to match your customers’ actual experiences. We’ve provided a standard set of steps for a typical commerce journey, but your customers may follow a different path. Modify or add phases based on your research to ensure they accurately reflect your customer’s journey.
2) Define Customer Goals:
Under each journey phase, state the customer’s goal. This helps clarify their intentions and aligns your organization’s actions to support those goals.
3) Fill in the Main Body:
Populate the main rows with insights from your customer and employee research:
- Customer Actions
- Front Stage Actions
- Back Stage Actions
- Supporting Systems