Natalie’s journey of wanting to pick out a special bottle of wine for a Friday night dinner has it’s ups and downs.
She’s upset when she runs into wine jargon, but is able to find a wine score to guide her decision.
She’s bummed to find out that she isn’t able to pick up her order due to distance, but continues on with the purchase.
Despite being underwhelmed with the unboxing experience, she is able to ultimately enjoy a bottle of wine that pairs well with the meal that was prepared.
This service blueprint allows us to understand the lines of interaction between the user, winery employees, and support processes. In this scenario, a user will order a bottle of wine online to be delivered to their home.Go Back to Case Study