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Explore the Future of the Web

Mapping Services

Oliver Hanff

Taking a detailed look at all the steps and touchpoints that are part of a service experience makes it easy to identify pain points, problems, and issues in the journey. Once identified, these can be isolated and eliminated, or fixed to take friction out of the process. It is also easy to identify points of satisfaction; these can be extended or replicated to provide a more positive service experience.

Areas that will be covered:

  • Building a visual bird’s eye perspective of a service
  • A brief touch on qualitative research tools
  • Collecting pain points and opportunities in a structured way without loosing context
  • Sketching key service touch points
  • Mapping emotional customer engagement

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