We interviewed managers in over 13 different countries and across 4 internal areas to gain an understanding of the current state of elevator maintenance experience. We quickly gathered insights to inform stakeholders and illustrated our findings in the form of a Service Blueprint demonstrating the customer experience, employee experience, and various technical tools used across countries. We uncovered that pain points were consistent as well as the general process, however, systems use varied creating different experiences across the journey. We also illustrated what a future state could look like. The company did not move forward with the creation of an omnichannel tool for elevator maintenance however we successfully executed their discovery goals.