Strategy.
Service Blueprint.

A map that displays all the touchpoints of the consumer with your brand, as well as the key internal processes involved in it. Useful to visualize the path followed by consumers across multiple channels and how you could improve the flow.

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Service Design BlueprintThe Design Gym
Service BlueprintWikipedia
BlueprintService Design Tools
Service Blueprints: DefinitionNielsen Norman GroupAugust 27th, 2017