The 360 degree service journey
Frontline staff and managers are people too. So why do we so often overlook the employee experience when designing for customers? We do lengthy research and create elaborate customer journeys that pinpoint the pain points and moments of truth that businesses need to get right, but there are two sides to every story. What about the poor frontline staff who have to provide this magical new service experience? Even bigger question – what about their managers who need to give direction and make decisions behind the scenes?
In this talk I’d like to share a technique to help get everyone from client stakeholders to system architects onto the same page, in a way that is equitable to every human involved in a service. I think of them as ‘user journey swim lanes’, but you can call them whatever tickles your fancy. Effectively it’s an alternative to a service blueprint, in that it aims to capture every element that comprises a service, except the whole thing is person-oriented. The art is in finding the sweet-spot of what to capture, and how to do so in a way that tells the story visually.