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Customer Journey Map captures customers emotions and experiences throughout a service model, across both digital and physical interactions. It helps to ideate a future aspirational experience, or identify improvements to existing one.

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It is often complemented by a more detailed

Service Blueprint that breaks down all of the processes, policies, teams and digital setup behind

a service experience. 

Every touchpoint across customer interactions with a product or a service is designed to deliver experiences that meet customer needs and expectations, and are aligned with a brand's promise and aspirations. 

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SERVICE DESIGN TOOLKIT

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• Ideation and Inspiration Cards

• Customer / End-User Research

• Synthesis Wall 

• Customer / End-User Personas

• Empathy Map

• 'As Is' Customer Journey Map

• 'To Be' Customer Journey Map

• Service Scenarios

• Service Blueprint

• User Stories

• UX Design / Design Wireframes

• Prototyping (Figma)

• Product Design

• Service Value Proposition Canvas

• Storytelling

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