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CASE STUDY · SERVICE DESIGN
SERVICE DESIGN · UX RESEARCH · SERVICE BLUEPRINT
2022
Starting point
When I started at Energiebespaarders there was a hugely complex customer journey where most teams were primarily working on their own part of the journey. There were only some very old outdated journeys which were not shared with the whole company.
Used Tools & Techniques
To build a complete picture, I interviewed people across the company, partner organisations and customers, and observed the customer journey end to end. This helped uncover how the different processes connected and where the biggest opportunities for improvement were.
FTE mapping
We then mapped the amount of work required at each step of the journey. This allowed us to identify the phases with the highest potential for automation and improvement, helping us prioritise where to focus our efforts.
Outcome
We printed the service blueprint and hanged it on the wall in the middle of the office so everybody could see it and use it as a reference.
It brought together the entire customer journey and gave the company a shared overview of the many processes, teams and touchpoints involved. We used it for years as a reference and guide for product development.
