Reference no: EM133103735
Design Project
1. Explain in detail the service concept (purpose of the service; please define target market and customer experience) and service specifications (performance specifications design specifications delivery specifications);
2. Create the service blueprint and customer journey map for your chosen service design.
A service blueprint is a diagram that visualizes the relationships between different service components - people, props (physical or digital evidence), and processes - that are directly tied to touchpoints in a specific customer journey. Nielsen Norman Group,
The customer's journey is the process buyers go through to become aware of, consider and evaluate, and decide to purchase a new product or service. This includes all the different touchpoints customers use to interact with a product / service.
A customer journey map is a diagram or several diagrams that depict the stages customers go through when interacting with a company.
3. Discuss the available media channels you utilise to create meaningful touchpoints with your targetted customers throughout their journey and explain in their significance in the service experience you design for them.
4. Summarize the strategic importance of your Service Design in gaining competitive advantage. What types of service encounters are most prevalent in your service design?