Page 98 - Design meets Business:An Ethnographic Study of the Changing Work and Occupations of Creatives
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86 Design Meets Business
MAKING AND USING ARTIFACTS
Making the Customer Journey
The Customer Journey (CJ) is a design tool used to display a cus- tomer experience chronologically. The designers spend a lot of time on the format and illustrations. See below, the CJ and ‘zoom in’ on one of the CJ moments .
Making the Service Blueprint
The Service Blueprint (SB) is a design deliverable, offering an overview of how (with what tech- nologies, communication tools and staff actions) a service can be provided by clients.
