Those projects may not start with an “Aware” phase for some services because the user is coming from another department’s service, which is outside of the mapping project. For instance, I mainly work with enterprise clients. I find this or similar is a good starting point and customize for the project and industry. From “Service Design” (Andy Polaine Ben Reason Lavrans Løvlie ), they recommend starting with a default set of broad user journey phases: Aware, Join, Use, Develop, and Leave. Stages are going to be different for each industry and service. If you already have customer journey maps created, they can define this section. The customer section is where you should start when laying out the blueprint, starting with stages. Customer actions are the core steps customers take interacting with your service. Everything else is usually reactionary to what the customer is doing. The customer actions section shows how the customer drives the interactions with the service.
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