Customer Experience Map example – high res
Update 15 July 2012: I have updated this version again with a better version.
Context: The map should be seen as part of the solutioning process representing a current state customer and service perspective (as opposed to system, architectural, business process, perspectives). It has opportunities for enhancement, suggested mitigations for point of pain/barriers identified but it is only an input to the other inputs that are required when a large corporate is exploring business change. What I’m basically saying here is saying is maps, blueprints aren’t the be-all, end-all for decision-making and effecting change. I’d also say that a blueprint provides the best bridge for business people to get what service designers are on about, but that the Maps provide the ability to do a realistic blueprint.
Disclaimer: The experience mapped is not factual. I’ve adapted a real example and made into a fictitious (some may say slightly preposterous) service scenario and changed the names to protect the innocent (or commercially confidential). NZ does not have such a silly public sector service offering (it does have other candidates though). For the purposes of illustration, the gist is still in there for it to make sense as a map.