“The storygraph is a deliverable I made to visualize the user needs/touchpoint matrix. (…) Let’s think about the customer’s journey. As designers we can’t have control over the path our customers walk. They can approach us from any possible touchpoint: our website, some else’s website, phone, friend advice, our headquarter or any other physical location, remote help desk, social media etc. They use whatever they will to get informations or complete a task. From the customer’s point of view, they’re just interacting with our brand. And they don’t care about what channel or system or device they’re using. That’s exactly why we have to.”
Service design deliverable galore.