Leveraging Service Design techniques to connect cross-channel customer experience.

Service Design techniques can play a crucial role in connecting cross-channel customer experiences. Since Service Design focuses on understanding and improving the entire customer journey, optimizing touchpoints and channels are vital. In this Masterclass, we will explore ways Service Design can help connect cross-channel customer experiences.

Service design techniques, such as customer journey mapping, and service blueprinting help identify pain points and inconsistencies in the customer experience across different channels. By visualizing the customer journey, businesses can connect channels more seamlessly, ensuring a consistent experience. Service design also enables the development of an omnichannel strategy that aligns channels and enables smooth transitions. Consistent touchpoint mapping reinforces the smooth interactions between channels, while service prototyping/testing helps create personalized and refined experiences, leading to more satisfying cross-channel journeys.

Overall, leveraging service design techniques enables businesses to create a holistic and connected cross-channel customer experience. It focuses on understanding customer needs, aligning channels, and designing interactions that are coherent, consistent, and personalized. By applying service design principles, businesses can enhance customer satisfaction, loyalty, and engagement across all touchpoints.


Masterclass Leveraging Service Design techniques to connect cross-channel customer experience.


In this live Zoom MasterClass, Frank Spillers will cover the topic of leveraging Service Design techniques. In this Masterclass you will learn how Service Design can:

  • Identify broken systems (eg. customer service/product experiences or interfaces; workflow, processes, and procedures; IT/ Operations systems/data; )
  • Improve inefficiency, friction, and wasted opportunities to connect employees or systems more deeply with customer needs and experiences across channels equally.

Service Designer Frank Spillers will show how Service Design does more than UX on its own. He will contrast UX to Service Design techniques and then review typically broken service journeys with an emphasis on Homelessness, COVID retail experiences, Healthcare and Government-related experiences, and service responsiveness. Frank will guide you through Service Design approaches to repairing broken journeys and reconnecting omnichannel value across stakeholders and services (Touchpoints, Moments, and Interactions). You will then be able to leverage these Service Design techniques to connect cross-channel customer experiences.

About Monthly MasterClasses:

These monthly meet-ups are topic-driven live events with an informal presentation by Frank Spillers and group activities and discussion. Monthly MasterClasses are included as part of your membership. They allow a deep dive into important UX topics, with insights drawn from process best practices and case studies from Frank’s two decades in the field.


VALUE of $100 (3 hour live session)…join the UX Inner Circle to get this and enjoy access to $10,385 worth of value- recording trainings from 20 years of Frank Spillers’s work.


Want to access the MasterClass? Join now starting at USD $49 Nonprofit-Student-Emerging Market/ $99 Individual/$349 Team of 4  

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