Case Study: Mapping and Improving a Multi-Channel Service — Roadmap S…
Applying service blueprinting to identify and fix a broken cross-channel experience
- Level: advanced
- Estimated time: 2 days
- Roadmap: UX Design
Before this step
Study resources
- Service Blueprinting 101 (Article) — Nielsen Norman Group's authoritative guide, the primary reference for this case study.
- Service Blueprints Explained (Video) — Covers building a blueprint for a real, multi-touchpoint service.
Part of
- Case Studies & Capstone — section
- UX Design roadmap — the full learning path