A Fortune 500 manufacturing company came to Studio Science to help with a customer adoption problem. They had built a robust digital product to help employees follow their proprietary maintenance process, but people weren’t using it. By mapping the service blueprint along the customer journey, we identified where the design of the service was misaligned with the reality of the employee experience.
Additionally, throughout the process, we found ways to bring together disparate departments trying to tackle the same problem through different one-sided solutions. Re-aligning the departments around one common goal and one holistic approach saved the organization months of time and effort.Table of contents