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STAGE. Focus-group design sprint. Goal: To create the fewest solutions for the most problems __________________________________________________ Questions to start brainstorming: What would this experience look like if every touchpoint was delightful?

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STAGE

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  1. STAGE

  2. Focus-group design sprint • Goal: To create the fewest solutions for the most problems • __________________________________________________ • Questions to start brainstorming: • What would this experience look like if every touchpoint was delightful? • What needs to change for this to happen? • What supports would you need as staff for this to happen?

  3. Five Steps to Customer Journey Map • What do you hope to learn from the project? • What will you focus on? • Identify journey steps and touch points • Aggregate data • Include steps of the journey; touchpoints; and expectations • Recruit • Observe • Interview • Explore further to improve CX

  4. Five Steps to Service Blueprint • Evaluate potential solutions • Logistical Constraints • Identify staff actions; internal support; and external support • What do you hope to learn from the project? • What will you focus on? • Recruit • Focus Groups • Interview • Aggregate data and build blueprint

  5. FEELING DELIGHTFUL SATISFYING NEUTRAL PAINFUL CHANNELS

  6. The steps on the journey: • Pre-Touch: Interactions that happen before explicitly starting the journey with the library. • First Touch: First interactions that participants have with the library. • Core Touch: Interactions that take place throughout the journey. • Last Touch: The final interactions with the library before the end of their journey. • In-Touch: Interactions that take place after the journey has ended. • The emotional response (what the customer is feeling) to the touchpoint: • DELIGHTFUL: This touchpoint surprises, delights, and makes a customer’s day. These go above and beyond a customer’s expectations. • SATISFYING: This touchpoint meets a customer’s expectation and satisfies their desires or needs. • NEUTRAL: This touchpoint is neither good nor bad for the customer. • PAINFUL: The customer’s expectations are not met. • Channels:Visualize which different channels customers use or come across at each stage. • Doing & Saying:A description of what customers are doing or quotes from customers that sum-up their experience on each stage. • Thinking:What a customer is expecting from this stage of the experience • Customer Journey Map Components

  7. Template Service Blueprint CUSTOMER PAIN POINTS EPL EMPLOYEE ACTIONS (FRONTSTAGE) INTERNAL SUPPORT & INFLUENCES (BACKSTAGE & SUPPORT) EXTERNAL INFLUENCES (SUPPORT) IDEAS & QUESTIONS TO EXPLORE FURTHER

  8. Customer Pain Points • The pain points from a specific CJM consolidated into a manageable number of pain points. • Employee Actions (Front Stage): • Consists of the employee actions that the customers can observe directly and that contribute to the pain point. • Internal Support and Influences (Back Stage): • Consists of the EPL specific practices, procedures, projects, and workflows that influence the employee actions and contribute to the pain point. • External Influences (Outside the Organization): • Consists of external influences that contribute to the pain point. Many of the external influences are not conditions that a public library has control over such as BiblioCommons control of the catalog interface and customer expectations related website content. • Ideas and Questions to Explore Further: • Consolidate ideas and questions presented in the focus groups and meetings related to addressing painful touchpoints. Use these comments as a starting point to explore potential recommendations. • Service Blueprint Components

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