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Glossary

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Ryan Wold edited this page Dec 18, 2019 · 2 revisions

This page covers common terminology and concepts used when interacting with Touchpoints, which is designed to support Customer Experience via Service Design.

Organizational Mapping & Service Design

  • Organization - a .gov Agency
  • Service
    • Service design is the activity of planning and organizing a business’s resources (people, props, and processes) in order to (1) directly improve the employee’s experience, and (2) indirectly, the customer’s experience.
  • A Touchpoint is a point of interaction between a customer and service. In this context, a Touchpoint exists on a website and the user sees and responds to a web Form.
  • A Form belongs to a Touchpoint. When a user completes and submits a Form, a "Submission" is created.

Organizational Maps & Artifacts

  • Organizational Chart
  • Sequence Diagram
  • Journey Map
  • Service Blueprint
  • Wardley Map

Customer Journey Map or Service Blueprint?

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