Steve Hamilton

As design practice becomes prevalent across all industries, the User Journey, aka Experience Map, is regularly deployed to identify pain points as well as opportunities for delight during the awareness, consideration, decision, retention, and advocacy stages of acquiring and serving stakeholders. In this Master Class, Designer-in-Residence at Ponce Bank, Steve Hamilton, demonstrates how the Service Blueprint, a User Journey Map on Steroids, can break down the silos within your bank or credit union that often interfere with customer experience. The Service Blueprint adds a dimension to the traditional Map that reveals to all team-members, customer facing or not, the critical role they play in delivering superior customer service, both building alignment and spreading recognition throughout your organization.