Jollyroom - Service blueprint

Even the smoothest systems have room to grow. At Jollyroom, orders flow from “buy” to “delivered” seamlessly most of the time. But what about the exceptions?

Returns, delayed packages, and customer questions are inevitable, and my manager wanted to ensure we handled them as thoughtfully as the “happy path.” My task was to map the entire journey of an order, including every detour, to find opportunities to turn good service into great experiences.

Step 1: Charting the ideal order
I mapped the standard order flow: placed → picked → packed → shipped → delivered. This “happy path” became our baseline for consistency.

Step 2: Exceptions
Next, I followed orders that took unexpected turns: returns, damaged items, postal hiccups. Through interviews with customer service teams and warehouse staff, I documented how these edge cases were resolved—and where small tweaks could make a big difference.

Step 3: Hidden opportunities
The blueprint revealed subtle friction points that didn't take a lot of effort to solve.

Step 4: Gathering low hanging fruits
We refined tools and communication: clearer return status updates, documentation for rare scenarios, and improved communication between departments.