After mapping out the existing workflow, I then identified the customer emotions in the yellow boxes. The existing workflow is marked in green. The multiple swimlanes capture the backend systems that support this entire journey: sending the activation email, syncing with Marketo, which then syncs with Salesforce, which then creates the lead and then routes to the appropriate Sales manager, at the same time our Onboarding engineers also get notified and they then reach out to the user providing assistance to get them fully set up in Sumo Logic. The Service Blueprint for the Sumo Logic Setup Wizard starts off with the user signing up for the service on the website, going into the product, stepping through the wizard, seeing the Wow moment, and upgrading at the end of the 30 day trial. The Service Blueprint includes the customer journey as well as all of the interactions and touchpoints that make up and support that journey.Īfter sitting down and creating the Service Blueprint for the Sumo Logic Setup Wizard (which recently went through a dramatic UX transformation), it helped me look beyond the Setup Wizard so that I can evaluate all the other backend systems that make up the customer’s entire journey. One of the most valuable lessons I learned in this class is the benefit of using the primary tool of service design – the Service Blueprint. We are a service company, and we know that providing a cohesive customer experience is a requirement that is more important than ever in today’s service-oriented society (think, Uber and Airbnb). Together we want to unite cross functionally to have greater impact within the Sumo Logic organization, so that we can improve our service offering from all possible touchpoints. We had participation from User Experience, Customer Success, and Product Management. You want to motivate people in different parts of your organization so that you can work together to improve your customer experience from all touchpointsĪ couple of weeks ago a group of us attended the “Transforming Customer Experience” training at Cooper U.You want to identify places where you can improve the entire customer service experience.
You want to understand your customer experience in its entirety.You understand that providing a cohesive customer experience is a requirement in today’s service-oriented society.The hotel continues its environmental efforts by using local produce, providing ongoing training for staff about the company’s environmental activities, informing the public and guests about how they can participate in environmental activities and improving air quality throughout the hotel.4 reasons why you should put together a Service Blueprint for your service: In addition, the hotel has started using eco-friendly products like non-chlorine bleaches and phosphate-free detergents. Staff began pre-sorting rubbish so that a large amount of it is recycled. It soon expanded its efforts by using low-energy light bulbs, choosing equipment with a standby function and adding programmable thermostats. The hotel began its environmentally conscious activities by washing laundry less often and installing water-saving devices. The Radisson Blu Hotel Lietuva has maintained its Green Key status since 2004. Hotel staff donated blood to Lithuanian hospitals through the Lithuanian Blood Center. The hotel collects old and unused mobile phones and donates them to the organization Greenfone for recycling. The hotel supports local children’s home ,Atsigręžk į vaikus” by hosting an annual Christmas party and visiting the home with Christmas gifts and cake. Employees do ordered work and customer evaluates this.Įarth Hour – The hotel dimmed the lights in the Lobby Bar and Skybar for an hour and switched off the lights in the Riverside Restaurant, where guests ate a candlelit dinner. If one action will works bad, it can harm hotels.įrontstage contact is strength of service process, because employees make this action, but customer see it. The physical evidence, customer action and frontstage contact parts service process work well, because they are visible to others.Ĭustomer action is also a part of hotel’s reputation, because it is visible actions, which customer make himself.
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