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Service Blueprint Customer Journey Map

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Ashley
Published on 2021-12-10
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In the below blueprint for an appliance retailer, customer actions include visiting the website, visiting the store and browsing for appliances, discussing options and features with a sales assistant, appliance purchase, getting a delivery-date notification, and finally receiving the appliance. It should be noted here that a service blueprint corresponds to a specific customer journey and the specific user goals associated with that journey. This journey can vary in scope. Thus, you may have multiple blueprints for the same service if several different scenarios can accommodate. For example, you may have separate service blueprints for ordering food for takeout versus dining in a restaurant with a restaurant business.
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