Course

CJM and Service Blueprint in Service Design

Learning to understand real customer needs and improve user experience using CJM and Service Blueprint

Play icon1:06
hour of video
Quizzes icon6
quizzes
Cases icon6
cases
Play icon1:06
hour of video
Quizzes icon6
quizzes
Cases icon6
cases

Master New Skills: Empower Your Personal & Professional Growth

    Bullet iconStudy service design methodology

    Bullet iconExplore the main types of maps — CJM and Service blueprint

    Bullet iconFind out what goals you can achieve by drawing up maps

    Bullet iconUnderstand the essence of CJM and learn what issues it can help you solve

    Bullet iconDetermine who your customer is: what they like, what they want, what difficulties they face, and what problems your product will help them solve

    Bullet iconDescribe the stages of customer behaviour, sections of the CJM, customer goals, and points of interaction with the product

    Bullet iconDetermine what customers like about your product and service

    Bullet iconFind out what influences the purchase decision

    Bullet iconUnderstand what the service consists of

    Bullet iconMeet the needs of the business, customers, and employees

    Bullet iconStudy service design methodology

    Bullet iconExplore the main types of maps — CJM and Service blueprint

    Bullet iconFind out what goals you can achieve by drawing up maps

    Bullet iconUnderstand the essence of CJM and learn what issues it can help you solve

    Bullet iconDetermine who your customer is: what they like, what they want, what difficulties they face, and what problems your product will help them solve

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Videos icon
Videos

Watch short videos whenever you want. One lesson consists of 2–4 videos 5–7 minutes long.

Materials icon
Additional materials

Study text versions of lessons, guides, checklists, work books and templates on the course topic.

Quizzes icon
Quizzes

Check how much you remember from the lesson.

Glossary icon
Glossary

Use the glossary below the video to make sense of the key terms of the lesson.

Homework icon
Homework

Put new knowledge into practice.

Cases icon
Case studies

Solve practical cases related to the topic of the lesson.

Videos icon
Videos

Watch short videos whenever you want. One lesson consists of 2–4 videos 5–7 minutes long.

Materials icon
Additional materials

Study text versions of lessons, guides, checklists, work books and templates on the course topic.

Quizzes icon
Quizzes

Check how much you remember from the lesson.

Glossary icon
Glossary

Use the glossary below the video to make sense of the key terms of the lesson.

Homework icon
Homework

Put new knowledge into practice.

Cases icon
Case studies

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.

Lesson 1.
Customer Journey Map and Service blueprint in service design
Lesson 2.
What is a CJM?
Lesson 3.
The customer
Lesson 4.
"The product
Lesson 5.
Researching customer experience
Lesson 6.
Service blueprint
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CJM and Service Blueprint in Service Design
Price
$59

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