225. Aligning EX and CX with a Service Blueprint w/ Justin Zalewski

“Customers don’t care about organizational structures or silos. They care about the value they’re receiving. To customers, it’s all one service and one experience.”<br /><br />That quote comes from a recent whitepaper about improving CX and EX written by today’s guest.<br /> <br />Justin Zalewski spent a decade with Studio Science, a design and innovation agency that helps businesses design for people and that helps deliver better experiences - every day for every customer.<br /> <br />He currently serves as Director of Product Design and Strategy, leading a team of designers and developers focused on product design, UX design, and software development for clients ranging from market-leading technology companies to Fortune 500 brands.<br /><br />In this episode, we talk about: <br />How should someone be thinking about whether customer experience is best in their organization?<br />What are the core concepts of human-centered design? <br />How should you balance quantitative and qualitative data coming in from your customers?<br />How can research and discovery phases save you 10x down the line?<br />Why do we typically approach EX and CX as separate things? <br />What is a Service Blueprint and how does it support a Journey Map? <br /><br /><br /><br />More information about Justin and today’s topics:<br />LinkedIn Profile: <a href="https://www.linkedin.com/in/justinzalewski/" rel="noopener">https://www.linkedin.com/in/justinzalewski/</a>  <br />Company Website: <a href="https://studioscience.com/" rel="noopener">https://studioscience.com/</a>  <br />Other Relevant Links: Delivering Better Services by Aligning CX and EX (Whitepaper) - <a href="https://studioscience.com/wp-content/uploads/2022/04/2022_Service-Design-Whitepaper.pdf" rel="noopener">https://studioscience.com/wp-content/uploads/2022/04/2022_Service-Design-Whitepaper.pdf</a>  <br />Justin’s Calendly - <a href="https://calendly.com/studioscience/" rel="noopener">https://calendly.com/studioscience/</a>  <br /><br /><br /><br /><br />Subscribe, listen, a