From the course: Customer Experience: Service Blueprinting
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Define the scope for a blueprint
From the course: Customer Experience: Service Blueprinting
Define the scope for a blueprint
- It's so tempting to think big without limits. A big goal like making it easier for your customers to do business with you can be addressed anywhere, literally, in the customer journey. But it's important to narrow your focus to a specific process or problem. Those limits are exactly what you need to create better experiences through service blueprinting. If you're thinking, but I don't know where to start, you're in good hands. I'll show you how to narrow in on a scope for your blueprint. Now this is not a linear process and it often takes a while to discover, but for the sake of time I'm going to simplify it. This will help you understand how to decide on a scope for your own blueprint. First, you want to know who your customers are so you can find out what matters to them. That may sound simple, but it's a lot easier said than done. I'm going to walk you through a quick example. We're going to use a made-up store called Jeanie's Gems. Yes, I named it after myself. I always wanted…
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