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Although we haven’t addressed how a journey map is constructed, it should go without saying that if you’ve created it without any customer research, input, and validation activities, you’ve done it wrong! A good journey map should act as the customer voice when the organization makes decisions that will impact its customers. Think of this artifact as your “Fairy Godmother” that can help usher in a fairy-tale ending for your organization.

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In part Part 3, we will conclude the series by defining and discussing the value of service blueprints. HCQIS is committed to helping our team members learn more about HCD to help us better support customers. Here are three ways you can learn more today:

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