

Human-Computer Interaction at CMU | Interactive Media Arts at NYUShanghai
For designers, the most critical aspect of the behavioural level is that every action is associated with an expectation.
The information in the feedback loop of evaluation confirms or disconfirms the expectations, result…
…mer experience across touch points, including what the customer is doing, thinking, and/or feeling. A service blueprint is a detailed visual document that captures the service delivery process across touch points, including the back stage and front stage of the service delivery.