Service Blueprint: Integrated View of Learner Journey, Business Ops & Accreditation Stds - B. Vernon

This session introduces service blueprinting as a practical approach to visualizing the complexity associated with managing the learner/candidate (customer) journey. You will learn how to create a dual-layer framework that uncovers the dependencies between the customer experience and organizational operations. First, you'll learn about mapping the customer experience by identifying key “front of house” learner touchpoints. You will build on this by identifying the “back of house” systems, workflows, and staff roles responsible for managing each interaction. Next, you'll be introduced to two enhancements to the traditional service blueprint that specifically benefit learning/credentialing departments: 1) mapping accreditation standards directly to customer touchpoints to create clear line of sight between the customer experience and accreditation requirements, and 2) associating accreditation documentation, especially policies and procedures, to the customer touchpoints, effectively aligning operational guidance with systems and workflows.