Map customer and employee journeys to help define and analyze the problem space. Identify how customers want to be treated and what they need in order to achieve their ‘desired outcomes’. Generate innovative ideas and solutions with cross-functional teams. Design new products or services based on deep customer insights. Map the underlying service blueprint required to deliver the desired outcome/experience. Service blueprint mapping includes: frontline staff journey, back-office business processes, business impact, business constrains, business and IT capabilities. Map efficient, lean, human centred business processes.