Service Blueprinting for Convergent Channel Experiences - UX STRAT 2013
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Presented by EffectiveUI's director of user experience, Dan Saltzman, at UX STRAT, September 2013. ...
Presented by EffectiveUI's director of user experience, Dan Saltzman, at UX STRAT, September 2013.
The key to sustained success within an omnichannel ecosystem is identifying and articulating the points of crossover and creating strategies to specifically address these moments of opportunity. In this session, Dan Saltzman will present a Service Blueprint Swimlane framework that has been used to help a number of clients create a vision and strategy for engaging customers within and across channels. This framework can be immediately deployed by both internal and external UX/CX professionals to help articulate omnichannel opportunities and to build consensus among teammates and stakeholders in crafting strategy.
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