How service blueprints help you create a great customer experience | NBN Co, Senior CX Design Lead, Janine Pawson

Janine Pawson is a Senior CX Design Lead at Australia’s NBN Co. She’s an expert at creating service blueprints to help companies understand the interactions they have with their customers. In this episode you’ll learn about the importance of a service blueprint, how it fits into the arsenal of a great CX pro, and how to actually create one for your business.

Resources mentioned:

Mapping Experiences (book), by James Kalbach

Realtime Board (example)

Learning Space Toolkit (example)

Service Blueprint (Wikipedia)

Nielsen Norman Group (definition)

Key takeaways (starts at 26:43):

Learning from in person workshops is valuable.

Don’t interview people for a service blueprint, involve them in the creation process.

You don’t need to be an expert, start mapping a service blueprint out on paper.

Use visual displays to make information easier to digest.

Service blueprints can help you build empathy around the customer experience.