Multiple tools and teams as contact points for Zalando Direct partners makes the experience confusing and disconnected.

How can we gain a transparent overview of the complete partner experience and keep track of ever changing processes?

The Service Blueprint tool helps Zalando Direct visualize physical and digital touchpoints and organizational processes. It is meant as a living, single-source of truth that offers a high-level overview of the partner experience.  

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My role and responsibilities

• Creating and developing a Service Blueprint template
• Preparing and facilitation of Service Blueprint workshops
• Leadership presentations

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Challenges

• Adaptation of a single template across teams in the Zalando Direct department
• Alignment with other departments on use of tool and medium
• Creating a template that can be used by different teams and different perspectives
• Supporting team members unfamiliar with service design adapt to using a new tool

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Results:

• Leadership buy-in for implementation of the Service Blueprint across Zalando Direct
• Support different product and operational teams adapt the Service Blueprint tool
• Kick-off pilot of the Service Blueprint

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Reach out to me to learn more about this project.