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