CJM and Service Blueprint in Service Design
Learning to understand real customer needs and improve user experience using CJM and Service Blueprint
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Study service design methodology
Explore the main types of maps — CJM and Service blueprint
Find out what goals you can achieve by drawing up maps
Understand the essence of CJM and learn what issues it can help you solve
Determine who your customer is: what they like, what they want, what difficulties they face, and what problems your product will help them solve
Describe the stages of customer behaviour, sections of the CJM, customer goals, and points of interaction with the product
Determine what customers like about your product and service
Find out what influences the purchase decision
Understand what the service consists of
Meet the needs of the business, customers, and employees
Study service design methodology
Explore the main types of maps — CJM and Service blueprint
Find out what goals you can achieve by drawing up maps
Understand the essence of CJM and learn what issues it can help you solve
Determine who your customer is: what they like, what they want, what difficulties they face, and what problems your product will help them solve
Our learning concept combines best tools
We have our own methodology based on the Fast Education — Fast Results principle. You can use it to learn how to quickly and effectively study and grow.
Watch short videos whenever you want. One lesson consists of 2–4 videos 5–7 minutes long.
Study text versions of lessons, guides, checklists, work books and templates on the course topic.
Check how much you remember from the lesson.
Use the glossary below the video to make sense of the key terms of the lesson.
Put new knowledge into practice.
Solve practical cases related to the topic of the lesson.
Watch short videos whenever you want. One lesson consists of 2–4 videos 5–7 minutes long.
Study text versions of lessons, guides, checklists, work books and templates on the course topic.
Check how much you remember from the lesson.
Use the glossary below the video to make sense of the key terms of the lesson.
Put new knowledge into practice.
Solve practical cases related to the topic of the lesson.
Course details
Do you want to learn how to see the real needs of customers, increase sales, and improve user experience? Then you should definitely study service design. And you can do this with our new online course!
This methodology focuses on designing and improving interactions between businesses and people. It is all about understanding consumer needs, aiming to organise business resources in such a way that the process of purchasing goods and services is as simple and enjoyable as possible for the customer. Service design reveals the actual customer experience and highlights challenges to overcome. The information obtained helps companies change their approach and influence performance in any part of the business.
You can see the effect of service design in specific metrics:
It boosts the quality of user support and increases user satisfaction (NPS, CSI, CES).
It increases conversion to repeat purchases and raises LTV.
It reduces the cost of attracting new customers and retaining old ones.
This course works for a company of any focus and size. The most famous adherents of service design are giants such as Apple, Airbnb, PepsiCo, Netflix, and IBM. Yet now, more than ever, the market is overflowing with goods and services. For a consumer to choose your product, you need to find a way to fit into their life and create a successful customer experience. How do you do it? You need to learn to care about the customer. The better you understand them, the closer you are willing to study the entire process from getting to know the company to making a purchase, and the more variations you have to make your product better. During the training, you will become familiar with two common and proven service design tools — the customer journey map and the service blueprint. They will help you conduct a qualitative analysis of customer experience and internal company processes to create a successful service. By applying new knowledge, you will be able to stand out from your competitors.
Course plan
Lectures, tests and other useful materials are stored in your account.
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