What does the "sequenced" principle in service design thinking refer to?

The "sequenced" principle in service design thinking emphasizes the significance of interrelated actions throughout customer touchpoints. This principle acknowledges that customer experiences are shaped by a series of interactions that need to be thoughtfully organized and managed. Each step in the process must connect seamlessly to deliver a coherent and satisfying experience for the user.

By focusing on the sequence of touchpoints, organizations can better understand how each interaction affects the customer’s journey, and how to optimize those interactions for improved service delivery. This allows for a more holistic design approach, ensuring that each component aligns with the overall service goals and addresses customer needs effectively.