Service Blueprint — Sochamphea

Context & Problem

24h Tremblant is a premier charitable event held annually in Mont-Tremblant, where teams relay for 24 hours—skiing, running, or walking—to raise funds for children's causes. As part of an internal strategic initiative, I led a UX/CX reflection aimed at optimizing the event ecosystem.

Tools

Miro board

As a Designer I did...

Service Blueprint: Designed a comprehensive service blueprint mapping the end-to-end timeline of the 24-hour event, visualizing the intersection between participant activities and behind-the-scenes operations.
Stakeholder Research: Conducted in-depth interviews with event managers to gather operational insights, followed by iterative validation sessions to ensure the accuracy of the documented workflows.
Optimized the newsletter ecosystem, streamlining the email journey to increase participant engagement and fundraising conversion.
Journey Mapping & Ideation: Performed comprehensive process mapping to identify friction points and proposed targeted UX solutions to enhance participant satisfaction and operational efficiency.