Free Service Blueprint

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This template is a "Customer Journey Map" for Netflix, specifically designed to track user experience over a "30 days" timeframe. The horizontal axis outlines seven key stages of the customer journey: "01. Discover the new streaming service," "02. Search information," "03. Decide to enjoy free service," "04. Decide to buy," "05. Use the service," "06. Incident (troubleshooting process)," and "07. Returns and indicates the content."

The vertical axis (rows) focuses on critical aspects of the customer experience: "Actions," "Experience," "Pain Points," "Proposals & Solutions," and "Metrics."

Each cell within the grid provides detailed textual descriptions relevant to that specific stage and aspect. For instance, under "Discover the new streaming service," "Actions" include "Watching advertising," and "Experience" involves "Interest about the process of watching a TV show." In the "Use the service" stage, "Pain Points" might be "Complaint with the content or with the payment," leading to "Proposals & Solutions" like "A free month trial for new users." The "Metrics" row details measurable outcomes for each stage, such as "Social Media mentions" for discovery. This template provides a structured and detailed framework for analyzing a customer's journey with a streaming service like Netflix, identifying pain points, and proposing solutions to enhance user experience and retention over time.

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