Kiri James is a consultant specialising in service strategy, design and research for organisations.
Key to designing effective services is having the customer experience and organisational processes link to each other.
The above service blueprint maps the customer’s needs and pain points in the top half of the diagram and links them to the organisation’s processes and activities in the bottom half. Changes to the process in the bottom half will impact the customer’s experience. To find out more about service blueprints and other things I can help you with, head to the services page.
I specialise in understanding customer and employee motivations and how that impacts their behaviour.
