Service Blueprinting for Improved User Experience


Whether it is buying a car, waiting for the cable installer, or dealing with flight changes at the airport, we've all been forced to interact with poorly designed services.

Join us as we explore service design and some of the tools that can be used to improve it. We will use the customer journey tool and build upon it using a service blueprint to think about how to implement the operational processes necessary to make the user experience more efficient and enjoyable.

This session will be led by Sarah Fathallah, a DC-based service designer and analyst with experience helping improve financial, healthcare and social services. DT:DC members who are familiar with customer journey mapping and want to translate those findings into actionable processes are especially encouraged to attend.


6:00 - Networking

6:50 - Welcome and session overview

7:05 - Presentation: Customer Journey Mapping

7:15 - Small group exercise

7:40 - Presentation: Service Blueprinting

7:55 - Small group exercise

8:35 - Debrief, Q&A and Wrap-up