How to use
Start by defining the customer journey, i.e. an high level view over the main steps through which the customer goes through to consume your product/service. One post-it per step. Stick them to the canvas.
Examples include visiting a website/store, talking to an employee, making a purchase, ect.
Define the visible interactions happening between your product/service and the customer. One interaction per post-it. Stick them to the canvas.
Examples include talking to an employee, clicking somewhere, filling a survey, etc.
In the next lane, specify all other employee actions, preparations, or responsibilities customers don’t see but that make the service possible. One action per post-it. Stick them to the canvas.
Examples include employees sharing information with each other, approval requests and other internal procedures.
This lane refers to other internal activities/infrastructure supporting the employees providing the service. One action per post-it. Stick them to the canvas.
Examples include a CRM system, third party suppliers, delivery systems, etc.
For each step in the customer journey, think about what are the physical evidences (objects/ spaces) that the customer interacts with. One evidence per post-it. Stick them to the canvas in the first lane.
Examples include location, signage, emails, etc...
Finally, draw flow lines to connect the post-its. They are useful to clarify how components in a service process interact with each other.