3.3 – assignment: mapping out the service experience | MGMT-311
According to Gibbons (2017), designing a service requires the provider identify the touchpoints that create a customer’s journey — or rather the “experience of the user.” One tool managers use to understand the customer journey is a service blueprint (nngroup.com). (Links to an external site.) Consider a service experience in your work environment or a personal experience you may have had with a service provider. […]