2.2 - User Journey and Service Blueprinting
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Practice Questions
Test your understanding with targeted questions
Define a user journey in your own words.
💡 Hint: Think about how you feel using apps or services.
What are moments of truth in a user journey?
💡 Hint: Consider the points in your experience that make you feel extremely happy or frustrated.
4 more questions available
Interactive Quizzes
Quick quizzes to reinforce your learning
What is a user journey?
💡 Hint: Think about the interaction process with a product.
True or False? A service blueprint shows both what users see and what happens behind the scenes.
💡 Hint: Consider whether blueprints show layers of user interaction.
2 more questions available
Challenge Problems
Push your limits with advanced challenges
Consider a digital banking app. Map out a user journey for a new user trying to set up their account, including emotions experienced at critical moments and how you would improve their experience.
💡 Hint: Think about common pain points for new users.
Create a service blueprint for a coffee shop. Include user actions, frontstage interactions, backstage processes, and support processes.
💡 Hint: Consider how both sides support a good customer experience.
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Reference links
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