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Journey orchestration. End-to-end journey design, touchpoint optimization, and omnichannel journeys.
Estimated completion time: 21 lessons • Self-paced learning • Lifetime access
Journey orchestration.
Involve stakeholders in design. Co-design workshops, participatory methods, and inclusive design.
Create service blueprints. Frontstage/backstage mapping, touchpoints, and support processes.
Prototype and test services. Service simulations, experience prototypes, and pilot testing.