The following is a presentation I gave at MOSO2015 on how to improve the customer or user experience through the practice of service design. I provided examples of tactics and strategy as my role as a digital strategist as well as the approach we use at our service design consulting firm Tesani Design.
28. • Scribe and slap the following:
– Players
– Influencers
– Resources
– Channels
– Locations
– Systems
– Artifacts
• Analyze for logical organization
and how entities relate to one
another
Ecosystem Mapping
Discovery
54. Journey Maps ‐ FCC
New customer, new loan to purchase land
• Farms with his brother, transitioned ownership from their father.
• New land is coming for sale next to his. It will be sold via auction
• Daryl is willing to spend up to $400K
• Has never purchased land
• They are in good financial standing with lots of equity and have
the ability to make the down payment on the land purchase
• Daryl isn’t highly knowledgeable about lending and financing
options
• He wants his son to be part of the process in his education toward
transition
• In the end, they will finance with FCC
Discovery