The full question

Can you always combine a customer journey map to a blueprint in order to encourage collaboration?

Summary of the video

• Customer journey map and blueprint can be combined to encourage collaboration

• Can start with customer journey or Persona

• Service Design Blueprint is a customer journey with a backstage added

• Backstage includes processes and structures needed to make the customer journey happen

• Starting with a customer journey is easy and can be expanded to a service blueprint if needed

• Tools can be adapted and changed to fit the user's purpose

Video transcript

This transcript was generated using Descript. So it might contain some creative mistakes.

 Josin asks us a lovely question, which is, can you always combine a customer journey map to a blueprint to encourage collaboration? And, maybe the first answer to that will be. It's a tool. You can do whatever you want with it. So feel free, if you want to start with a customer journey, start with a customer journey.

You want to start with Persona. That's just, it's yours. It's your tool. You do whatever you want with that tool. There is no Definite rules of how we should do it. At least that's how I work with that. But to give you a bit of a more complex answer on that question.

For me, often I summarize to people who are new to Service Design, what Service Design Blueprint is by saying, it's very simple. It's a customer journey to which you add. A backstage. And the backstage is basically what happens in the business, what are the processes, the structures that are needed to make the front stage or the customer journey happen.

So basically, at least to me, you can always start with a customer journey and maybe even you should, because it's very easy to start with a customer journey. And then if you really need it, then you add the backstage to it, which then will create a service blueprint. I hope that helps and as I said in the beginning, we don't have to take it too seriously.

It's just a tool. As long as the tool serves your purpose, you can bend it, change it, adapt it. And I think this is really the mindset that I always like to teach, which is to say, these are just tools. Play with them, adapt them so that they fit you.

✨ Made with assistance of AI.

The transcript of the video was made using Descript, and the summary was made by using Notion.ai and the automated transcript with the prompt: "Make a summary with bullet points"