The B2B department of Zalando consists of different operational, product and logistics-focused teams and collaboration between these teams was challenging because of there was no common understanding of Zalando's partner experience.
Previous attempts to map the partner experience didn’t move the needle, so we identified 3 opportunities to better map the partner experience:
By introducing Service Blueprints as a tool, I was able to bring more coherency and transparency on the partner experience. Internally, the Service Blueprint proved to be a successful communication tool, as now different teams had the same document to work on and refer to. With the support of cross-functional team members, I established Service Blueprinting as a way of working at Zalando Direct and made high-level stakeholders aware of the value of service design when it comes to internal collaboration and working customer-centric.