Service Blueprinting for Customer Engagement | John Ayers


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Service Design is unique in its customer-centric practices because it views each experience in two components - the frontstage and backstage interactions. For every customer-facing activity (frontstage), there is a series of behind-the-scenes technology, training, and processes (backstage) required to create a positive interaction.

John Ayers, an LA-based service designer and customer experience designer, tells us all about why service blueprinting is a crucial element and how a business can adopt this process.


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Special thanks to Monica Shriver of for this episode's theme music.