As Enterprise UX designers, we always ask ourselves whether all B2C design approaches are effective in B2B or Enterprise environment? While the UX design process remains largely the same; sometimes, the same tools that are highly effective in one environment fall short in the other. User Journey is a widely used tool for B2C products, but how well does it visualize a complex enterprise software? Can a Service Blueprint address the gaps that a User Journey does not fulfill?
In this talk, we will compare the effectiveness of Persona and User Journey tools as compared to that of a Service Blueprint, in the context of enterprise software based on an internal case study. We will also discuss how a complex product design changed the business process in our organization and what we've learned along the way.
Join us as we take you through a part of our design process where we evolved from using Journey maps to a Service Blueprint. We believe, a Service Blueprint better helps integrate the user journeys of all the personas that collaborate in complex workflows and provides focus on the critical pain points of the entire business process.
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