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.”That quote comes from a recent whitepaper about improving CX and EX written by today’s guest. 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. 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.In this episode, we talk about: How should someone be thinking about whether customer experience is best in their organization?What are the core concepts of human-centered design? How should you balance quantitative and qualitative data coming in from your customers?How can research and discovery phases save you 10x down the line?Why do we typically approach EX and CX as separate things? What is a Service Blueprint and how does it support a Journey Map? More information about Justin and today’s topics:LinkedIn Profile: https://www.linkedin.com/in/justinzalewski/  Company Website: https://studioscience.com/  Other Relevant Links: Delivering Better Services by Aligning CX and EX (Whitepaper) - https://studioscience.com/wp-content/uploads/2022/04/2022_Service-Design-Whitepaper.pdf  Justin’s Calendly - https://calendly.com/studioscience/  Subscribe, listen, and rate/review the Customer Experience Podcast on Apple Podcasts, Spotify, Amazon, or Google Podcasts, and find more episodes on our blog.