This exercise helps you improve your existing Customer Journey Map or Service Blueprint.

Exercise overview

Pick a customer journey or service blueprint

Write down challenges, problems, bugs you have in your customer experience.

Place principles where they could help

Go through the principles and pick the ones you think can help with the challenges you're facing.

Vote

Each participant gets three votes to vote for the principles that have the most chance to help fix the moment's challenges.

Adapt the winning ones to your context

Put the most voted principles on the side and imagine what's needed to make them even smarter and impactful in your specific context.