According to Gibbons (2017), designing a service requires the provider identify the touchpoints that develop a customer's journey or rather the "experience of the user." One tool managers use to understand the customer journey is aservice blueprint (https://www.nngroup.com/articles/service-blueprints-definition/)

Consider a service experience in your work environment or a personal experience you may have had with a service provider. Using the service blueprint diagram displayed in the service blueprint article, map out the customer journey for the service you identified.