The goal of the project is to understand and visualize a specific service encounter. In this case, our subject is the airline company, Jetblue. The reason why we chose this subject is that we are all international students that came from different countries. We wanted to find a subject that we all have a shared knowledge base and experience together.

After we have conducted a research on this subject, we made the service encounter map of Jetblue. It continues to focus on the next two Ws, which is why and when.

- Why do these steps exist?

- When do the services happen?

you can find a full service design infographic book here