MGMT 311 Week 3 Discussion 1: Mapping Out the Service Experience
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. Using the service blueprint diagram displayed in the service blueprint article, map out the customer journey for the service you identified.
Save your document as a PDF file using a naming convention that includes your first and last name and the activity number or description. Do not add punctuation or special characters to the file name. Submit your completed assignment to your instructor in this activity.
Review the evaluation rubric for detailed grading criteria.