blueprinting services - creative problem solving
Jeff Dull	 SERV 216	 Service Blueprinting	 Professor Bau	 Winter 2013
Jeff Dull	 SERV 216	 Service Blueprinting	 Professor Bau	 Winter 2013 2
coffee fox is the sister store
of foxy loxy. it is...
Jeff Dull	 SERV 216	 Service Blueprinting	 Professor Bau	 Winter 2013 3
segmenting the market
Aficianado
on the run
$$$$$$...
Jeff Dull	 SERV 216	 Service Blueprinting	 Professor Bau	 Winter 2013 4
· customer access
· employee customer interaction
...
Jeff Dull	 SERV 216	 Service Blueprinting	 Professor Bau	 Winter 2013 5
how can coffee fox...
...provide easier access?
.....
Jeff Dull	 SERV 216	 Service Blueprinting	 Professor Bau	 Winter 2013 6
how can coffee fox...
...provide easier access?
.....
Jeff Dull	 SERV 216	 Service Blueprinting	 Professor Bau	 Winter 2013 7
optimization
creative problem solving
transformati...
Jeff Dull	 SERV 216	 Service Blueprinting	 Professor Bau	 Winter 2013 8
optimization
creative problem solving
methodology ...
Jeff Dull	 SERV 216	 Service Blueprinting	 Professor Bau	 Winter 2013 9
optimization
creative problem solving
transformati...
Jeff Dull	 SERV 216	 Service Blueprinting	 Professor Bau	 Winter 2013 10
the process
lateral thinking
matrices
affinity ma...
Jeff Dull	 SERV 216	 Service Blueprinting	 Professor Bau	 Winter 2013 11
the process
lateral thinking
matrices
affinity ma...
Jeff Dull	 SERV 216	 Service Blueprinting	 Professor Bau	 Winter 2013 12
1.	 phone app ordering
2.	 offer more exotic coff...
Jeff Dull	 SERV 216	 Service Blueprinting	 Professor Bau	 Winter 2013 13
1.	 phone app ordering
2.	 offer more exotic coff...
Jeff Dull	 SERV 216	 Service Blueprinting	 Professor Bau	 Winter 2013 14
1.	 phone app ordering
2.	 offer more exotic coff...
Jeff Dull	 SERV 216	 Service Blueprinting	 Professor Bau	 Winter 2013 15
1.	 phone app ordering
2.	 offer more exotic coff...
Jeff Dull	 SERV 216	 Service Blueprinting	 Professor Bau	 Winter 2013 16
1.	 phone app ordering
2.	 offer more exotic coff...
Jeff Dull	 SERV 216	 Service Blueprinting	 Professor Bau	 Winter 2013 17
Criteria 1 2 3 4 5 6 7 8 9 10 11 12 13 14 15 16 1...
Jeff Dull	 SERV 216	 Service Blueprinting	 Professor Bau	 Winter 2013 18
Criteria 1 2 3 4 5 6 7 8 9 10 11 12 13 14 15 16 1...
Jeff Dull	 SERV 216	 Service Blueprinting	 Professor Bau	 Winter 2013 19
Criteria 1 2 3 4 5 6 7 8 9 10 11 12 13 14 15 16 1...
Jeff Dull	 SERV 216	 Service Blueprinting	 Professor Bau	 Winter 2013 20
Criteria 1 2 3 4 5 6 7 8 9 10 11 12 13 14 15 16 1...
Jeff Dull	 SERV 216	 Service Blueprinting	 Professor Bau	 Winter 2013 21
Criteria 1 2 3 4 5 6 7 8 9 10 11 12 13 14 15 16 1...
Jeff Dull	 SERV 216	 Service Blueprinting	 Professor Bau	 Winter 2013 22
optimization
solutions
scheduled orders
coffee su...
Jeff Dull	 SERV 216	 Service Blueprinting	 Professor Bau	 Winter 2013 23
optimization
solutions
scheduled orders
coffee su...
Jeff Dull	 SERV 216	 Service Blueprinting	 Professor Bau	 Winter 2013 24
optimization
solutions
scheduled orders
coffee su...
Jeff Dull	 SERV 216	 Service Blueprinting	 Professor Bau	 Winter 2013 25
optimizationsolutions
transformationOrder via NFC...
Jeff Dull	 SERV 216	 Service Blueprinting	 Professor Bau	 Winter 2013 26
a
c
b
optimizationsolutions
transformation
subscr...
Jeff Dull	 SERV 216	 Service Blueprinting	 Professor Bau	 Winter 2013 27
optimizationsolutions
transformation
subscription...
Jeff Dull	 SERV 216	 Service Blueprinting	 Professor Bau	 Winter 2013 28
optimizationsolutions
transformation
subscription...
Jeff Dull	 SERV 216	 Service Blueprinting	 Professor Bau	 Winter 2013 29
optimizationsolutions
transformation
subscription...
Jeff Dull	 SERV 216	 Service Blueprinting	 Professor Bau	 Winter 2013 30
optimizationsolutions
need
coffee
go to
coffee fo...
Jeff Dull	 SERV 216	 Service Blueprinting	 Professor Bau	 Winter 2013 31
optimizationsolutions
need
coffee
go to
coffee fo...
Jeff Dull	 SERV 216	 Service Blueprinting	 Professor Bau	 Winter 2013 32
optimizationsolutions
need
coffee
go to
coffee fo...
Jeff Dull	 SERV 216	 Service Blueprinting	 Professor Bau	 Winter 2013 33
optimizationsolutions
need
coffee
go to
coffee fo...
Jeff Dull	 SERV 216	 Service Blueprinting	 Professor Bau	 Winter 2013 34
transformationsolutions
need
coffee
stumble
upon
...
Jeff Dull	 SERV 216	 Service Blueprinting	 Professor Bau	 Winter 2013 35
transformationsolutions
need
coffee
stumble
upon
...
Jeff Dull	 SERV 216	 Service Blueprinting	 Professor Bau	 Winter 2013 36
transformationsolutions
need
coffee
walk
up to
co...
Jeff Dull	 SERV 216	 Service Blueprinting	 Professor Bau	 Winter 2013 37
transformationsolutions
need
coffee
walk
up to
co...
Jeff Dull	 SERV 216	 Service Blueprinting	 Professor Bau	 Winter 2013 38
transformationsolutions
lackofcounter
facilitates...
Jeff Dull	 SERV 216	 Service Blueprinting	 Professor Bau	 Winter 2013 39
lackofcounter
facilitatesawarm
interaction
enjoy ...
Jeff Dull	 SERV 216	 Service Blueprinting	 Professor Bau	 Winter 2013 40
thank you
Jeff Dull	 SERV 216	 Service Blueprinting	 Professor Bau	 Winter 2013 41
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Coffee Fox-Service Blueprint-Creative Problem Solving

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Example of a service design blueprint, utilizing creative problem solving to overcome service issues.

Published in: Services

Coffee Fox-Service Blueprint-Creative Problem Solving

  1. 1. blueprinting services - creative problem solving Jeff Dull SERV 216 Service Blueprinting Professor Bau Winter 2013
  2. 2. Jeff Dull SERV 216 Service Blueprinting Professor Bau Winter 2013 2 coffee fox is the sister store of foxy loxy. it is located downtown savannah, on broughton and whitaker. coffee fox provides gourmet coffee and baked goods in a stylish atmosphere.
  3. 3. Jeff Dull SERV 216 Service Blueprinting Professor Bau Winter 2013 3 segmenting the market Aficianado on the run $$$$$$ Makes Own daily coffee heavy mobile user techy organized Car Folgers lingerer $ Buys Made rarely coffee light mobile user luddite fly by nite walk/bike jill jack customer journey COFFEE FOX onstage backstage coffee drinker stakeholder map barista other coffee drinkers baker perc coffee roasters perc coffee roasters cashier park downtown walking downtown need coffee Enter Door look at paper menu look at bakery display place order cashier baker staff barista pay wait receive order walk to fixin stand fix coffee find a seat enjoy coffee walk to bus bin place dish in bin put lid on coffee exit door exit door Trigger Want Coffee Need Coffee Facilitate meeting/socializing Outputs -good coffee in a timely manner -seating available, short wait times -agreeable atmosphere for waiting Inputs -need coffee to wake up/refresh -good coffee fast -tired/dragging -social meeting -relaxing atmosphere -social atmosphere Process Sensory -smells like coffee and fresh baked goods -decent music at low levels -artsy, quiant inviting atmosphere -comfy worn looking chairs and tables Emotional -relaxed-welcome-hip/instyle -social-satisfied-trendy -hurried-annoyed Entry/ Order Zone Barista Zone Bar Seating Table Seating Coffee Fixins Restrooms Merchandise Shelves Bakery Display Bulletin Board Major Zones coffee drinker key touchpoints open door exit door pick up menu pay cashier receive coffee use fixins seating to-go lid self bussing jack jill bio 20 years old male SCAD Design Undergraduate Savannah, GA From Philadelphia, PA research tools used to trace the user experience and identify areas of interest bio 32 years old female SCAD Design Graduate Savannah, GA From Boston, MA
  4. 4. Jeff Dull SERV 216 Service Blueprinting Professor Bau Winter 2013 4 · customer access · employee customer interaction · display of provided goods · waiting periods during service interaction · auxillary provisions · atmosphere · clean-up · signage relevant areas of interest
  5. 5. Jeff Dull SERV 216 Service Blueprinting Professor Bau Winter 2013 5 how can coffee fox... ...provide easier access? ...improve customer interactions? ...improve visibility of menu items? ...make waiting pleasant? ...insure availability of auxillary goods? ...provide an improved work setting? ...make clean-up less of a chore? ...improve awareness of restroom? ...capitalize on limited space, while catering to on the go customers & engage all customers in order to make their experience, whether short or long, enjoyable?
  6. 6. Jeff Dull SERV 216 Service Blueprinting Professor Bau Winter 2013 6 how can coffee fox... ...provide easier access? ...improve customer interactions? ...improve visibility of menu items? ...make waiting pleasant? ...insure availability of auxillary goods? ...provide an improved work setting? ...make clean-up less of a chore? ...improve awareness of restroom? ...capitalize on limited space, while catering to on the go customers & engage all customers in order to make their experience, whether short or long, enjoyable?
  7. 7. Jeff Dull SERV 216 Service Blueprinting Professor Bau Winter 2013 7 optimization creative problem solving transformation methodology of making something (as a design, system, or decision) as fully perfect, functional, or effective as possible the operation of changing one configuration or expression into another
  8. 8. Jeff Dull SERV 216 Service Blueprinting Professor Bau Winter 2013 8 optimization creative problem solving methodology of making something (as a design, system, or decision) as fully perfect, functional, or effective as possible transformation the operation of changing one configuration or expression into another
  9. 9. Jeff Dull SERV 216 Service Blueprinting Professor Bau Winter 2013 9 optimization creative problem solving transformation methodology of making something (as a design, system, or decision) as fully perfect, functional, or effective as possible the operation of changing one configuration or expression into another
  10. 10. Jeff Dull SERV 216 Service Blueprinting Professor Bau Winter 2013 10 the process lateral thinking matrices affinity mapping
  11. 11. Jeff Dull SERV 216 Service Blueprinting Professor Bau Winter 2013 11 the process lateral thinking matrices affinity mapping
  12. 12. Jeff Dull SERV 216 Service Blueprinting Professor Bau Winter 2013 12 1. phone app ordering 2. offer more exotic coffee 3. early morning discounts 4. early customer social hour 5. order via NFC 6. 2 order lines 1 for rush 1 for lingerers 7. 2 order lines 1 for drinks 1 for everything else 8. honor system self serve plain jane coffee 9. interactive ipad menu 10. add cream and sugar behind counter 11. One. Coffee. Period. 12. All in one to-go cups with stirrer lid and cream 13. giant multi touch order counter 14. baristas incentivized for fast orders 15. regulars in club get exclusive coffees 16. order by # : simplify 17. make baked goods more convenient; combos 18. quick interactive games while waiting 19. remove counter make ordering more personable 20. weekly pass with mug 21. automated brewing 22. order device with pager and short game 23. discount most popular drink, highlight on menu 24. overhead menu 25. install bike rack 26. lease nearby parking lot 27. get 15 minute parking in front of store 28. rate your barista app 29. employee training 30. incentive for customers to bring own mug usercompany screening of ideas optimization concepts Ideas were rated using a simple 1-10 rat- ing system across 8 categories pertaining to both the user and the company. The best rated ideas are highlighted. ············································SCAMPER ·································· Break The Rules ················Opposites & Juxtapositions ····························4-Action Framework ·······················Changing perspectives Criteria 1 2 3 4 5 6 7 8 9 10 11 12 13 14 15 16 17 18 19 20 21 22 23 24 25 26 27 28 29 30 Accessibility 7 5 3 4 6 8 6 10 7 3 8 8 9 4 5 9 8 5 9 7 6 6 8 9 7 7 8 5 2 4 Usability 9 5 3 3 9 7 5 10 8 3 5 9 9 3 8 9 6 5 8 9 8 6 7 9 5 6 6 7 2 7 Meaningfulness 5 8 4 6 5 8 4 5 5 5 1 8 8 4 10 3 6 10 10 9 5 6 7 4 5 6 5 9 7 9 Desirability 9 7 7 3 9 7 4 6 7 2 5 7 7 3 10 4 6 8 9 8 7 5 7 8 5 7 5 8 7 9 Relivance 5 8 5 3 6 5 4 5 4 1 5 5 5 5 9 3 7 5 9 10 6 3 9 5 4 3 2 5 5 6 Suitability 8 7 8 4 7 6 5 7 3 1 3 7 6 6 8 4 8 6 8 6 7 3 8 9 3 3 2 5 9 6 Feasability 9 8 9 3 7 8 7 9 1 5 3 8 3 5 8 7 10 5 4 9 7 3 10 7 4 3 1 5 10 6 Profitability 6 5 4 5 7 8 6 7 2 5 8 7 3 5 9 5 9 3 5 8 7 4 7 5 2 2 1 3 5 5 Total 58 53 43 31 56 57 41 59 37 25 38 59 50 35 67 44 60 47 62 66 53 36 63 56 35 37 30 47 47 52
  13. 13. Jeff Dull SERV 216 Service Blueprinting Professor Bau Winter 2013 13 1. phone app ordering 2. offer more exotic coffee 3. early morning discounts 4. early customer social hour 5. order via NFC 6. 2 order lines 1 for rush 1 for lingerers 7. 2 order lines 1 for drinks 1 for everything else 8. honor system self serve plain jane coffee 9. interactive ipad menu 10. add cream and sugar behind counter 11. One. Coffee. Period. 12. All in one to-go cups with stirrer lid and cream 13. giant multi touch order counter 14. baristas incentivized for fast orders 15. regulars in club get exclusive coffees 16. order by # : simplify 17. make baked goods more convenient; combos 18. quick interactive games while waiting 19. remove counter make ordering more personable 20. weekly pass with mug 21. automated brewing 22. order device with pager and short game 23. discount most popular drink, highlight on menu 24. overhead menu 25. install bike rack 26. lease nearby parking lot 27. get 15 minute parking in front of store 28. rate your barista app 29. employee training 30. incentive for customers to bring own mug usercompany screening of ideas optimization concepts Ideas were rated using a simple 1-10 rat- ing system across 8 categories pertaining to both the user and the company. The best rated ideas are highlighted. ············································SCAMPER ·································· Break The Rules ················Opposites & Juxtapositions ····························4-Action Framework ·······················Changing perspectives Criteria 1 2 3 4 5 6 7 8 9 10 11 12 13 14 15 16 17 18 19 20 21 22 23 24 25 26 27 28 29 30 Accessibility 7 5 3 4 6 8 6 10 7 3 8 8 9 4 5 9 8 5 9 7 6 6 8 9 7 7 8 5 2 4 Usability 9 5 3 3 9 7 5 10 8 3 5 9 9 3 8 9 6 5 8 9 8 6 7 9 5 6 6 7 2 7 Meaningfulness 5 8 4 6 5 8 4 5 5 5 1 8 8 4 10 3 6 10 10 9 5 6 7 4 5 6 5 9 7 9 Desirability 9 7 7 3 9 7 4 6 7 2 5 7 7 3 10 4 6 8 9 8 7 5 7 8 5 7 5 8 7 9 Relivance 5 8 5 3 6 5 4 5 4 1 5 5 5 5 9 3 7 5 9 10 6 3 9 5 4 3 2 5 5 6 Suitability 8 7 8 4 7 6 5 7 3 1 3 7 6 6 8 4 8 6 8 6 7 3 8 9 3 3 2 5 9 6 Feasability 9 8 9 3 7 8 7 9 1 5 3 8 3 5 8 7 10 5 4 9 7 3 10 7 4 3 1 5 10 6 Profitability 6 5 4 5 7 8 6 7 2 5 8 7 3 5 9 5 9 3 5 8 7 4 7 5 2 2 1 3 5 5 Total 58 53 43 31 56 57 41 59 37 25 38 59 50 35 67 44 60 47 62 66 53 36 63 56 35 37 30 47 47 52
  14. 14. Jeff Dull SERV 216 Service Blueprinting Professor Bau Winter 2013 14 1. phone app ordering 2. offer more exotic coffee 3. early morning discounts 4. early customer social hour 5. order via NFC 6. 2 order lines 1 for rush 1 for lingerers 7. 2 order lines 1 for drinks 1 for everything else 8. honor system self serve plain jane coffee 9. interactive ipad menu 10. add cream and sugar behind counter 11. One. Coffee. Period. 12. All in one to-go cups with stirrer lid and cream 13. giant multi touch order counter 14. baristas incentivized for fast orders 15. regulars in club get exclusive coffees 16. order by # : simplify 17. make baked goods more convenient; combos 18. quick interactive games while waiting 19. remove counter make ordering more personable 20. weekly pass with mug 21. automated brewing 22. order device with pager and short game 23. discount most popular drink, highlight on menu 24. overhead menu 25. install bike rack 26. lease nearby parking lot 27. get 15 minute parking in front of store 28. rate your barista app 29. employee training 30. incentive for customers to bring own mug usercompany screening of ideas optimization concepts Ideas were rated using a simple 1-10 rat- ing system across 8 categories pertaining to both the user and the company. The best rated ideas are highlighted. ············································SCAMPER ·································· Break The Rules ················Opposites & Juxtapositions ····························4-Action Framework ·······················Changing perspectives Criteria 1 2 3 4 5 6 7 8 9 10 11 12 13 14 15 16 17 18 19 20 21 22 23 24 25 26 27 28 29 30 Accessibility 7 5 3 4 6 8 6 10 7 3 8 8 9 4 5 9 8 5 9 7 6 6 8 9 7 7 8 5 2 4 Usability 9 5 3 3 9 7 5 10 8 3 5 9 9 3 8 9 6 5 8 9 8 6 7 9 5 6 6 7 2 7 Meaningfulness 5 8 4 6 5 8 4 5 5 5 1 8 8 4 10 3 6 10 10 9 5 6 7 4 5 6 5 9 7 9 Desirability 9 7 7 3 9 7 4 6 7 2 5 7 7 3 10 4 6 8 9 8 7 5 7 8 5 7 5 8 7 9 Relivance 5 8 5 3 6 5 4 5 4 1 5 5 5 5 9 3 7 5 9 10 6 3 9 5 4 3 2 5 5 6 Suitability 8 7 8 4 7 6 5 7 3 1 3 7 6 6 8 4 8 6 8 6 7 3 8 9 3 3 2 5 9 6 Feasability 9 8 9 3 7 8 7 9 1 5 3 8 3 5 8 7 10 5 4 9 7 3 10 7 4 3 1 5 10 6 Profitability 6 5 4 5 7 8 6 7 2 5 8 7 3 5 9 5 9 3 5 8 7 4 7 5 2 2 1 3 5 5 Total 58 53 43 31 56 57 41 59 37 25 38 59 50 35 67 44 60 47 62 66 53 36 63 56 35 37 30 47 47 52
  15. 15. Jeff Dull SERV 216 Service Blueprinting Professor Bau Winter 2013 15 1. phone app ordering 2. offer more exotic coffee 3. early morning discounts 4. early customer social hour 5. order via NFC 6. 2 order lines 1 for rush 1 for lingerers 7. 2 order lines 1 for drinks 1 for everything else 8. honor system self serve plain jane coffee 9. interactive ipad menu 10. add cream and sugar behind counter 11. One. Coffee. Period. 12. All in one to-go cups with stirrer lid and cream 13. giant multi touch order counter 14. baristas incentivized for fast orders 15. regulars in club get exclusive coffees 16. order by # : simplify 17. make baked goods more convenient; combos 18. quick interactive games while waiting 19. remove counter make ordering more personable 20. weekly pass with mug 21. automated brewing 22. order device with pager and short game 23. discount most popular drink, highlight on menu 24. overhead menu 25. install bike rack 26. lease nearby parking lot 27. get 15 minute parking in front of store 28. rate your barista app 29. employee training 30. incentive for customers to bring own mug usercompany screening of ideas optimization concepts Ideas were rated using a simple 1-10 rat- ing system across 8 categories pertaining to both the user and the company. The best rated ideas are highlighted. ············································SCAMPER ·································· Break The Rules ················Opposites & Juxtapositions ····························4-Action Framework ·······················Changing perspectives Criteria 1 2 3 4 5 6 7 8 9 10 11 12 13 14 15 16 17 18 19 20 21 22 23 24 25 26 27 28 29 30 Accessibility 7 5 3 4 6 8 6 10 7 3 8 8 9 4 5 9 8 5 9 7 6 6 8 9 7 7 8 5 2 4 Usability 9 5 3 3 9 7 5 10 8 3 5 9 9 3 8 9 6 5 8 9 8 6 7 9 5 6 6 7 2 7 Meaningfulness 5 8 4 6 5 8 4 5 5 5 1 8 8 4 10 3 6 10 10 9 5 6 7 4 5 6 5 9 7 9 Desirability 9 7 7 3 9 7 4 6 7 2 5 7 7 3 10 4 6 8 9 8 7 5 7 8 5 7 5 8 7 9 Relivance 5 8 5 3 6 5 4 5 4 1 5 5 5 5 9 3 7 5 9 10 6 3 9 5 4 3 2 5 5 6 Suitability 8 7 8 4 7 6 5 7 3 1 3 7 6 6 8 4 8 6 8 6 7 3 8 9 3 3 2 5 9 6 Feasability 9 8 9 3 7 8 7 9 1 5 3 8 3 5 8 7 10 5 4 9 7 3 10 7 4 3 1 5 10 6 Profitability 6 5 4 5 7 8 6 7 2 5 8 7 3 5 9 5 9 3 5 8 7 4 7 5 2 2 1 3 5 5 Total 58 53 43 31 56 57 41 59 37 25 38 59 50 35 67 44 60 47 62 66 53 36 63 56 35 37 30 47 47 52
  16. 16. Jeff Dull SERV 216 Service Blueprinting Professor Bau Winter 2013 16 1. phone app ordering 2. offer more exotic coffee 3. early morning discounts 4. early customer social hour 5. order via NFC 6. 2 order lines 1 for rush 1 for lingerers 7. 2 order lines 1 for drinks 1 for everything else 8. honor system self serve plain jane coffee 9. interactive ipad menu 10. add cream and sugar behind counter 11. One. Coffee. Period. 12. All in one to-go cups with stirrer lid and cream 13. giant multi touch order counter 14. baristas incentivized for fast orders 15. regulars in club get exclusive coffees 16. order by # : simplify 17. make baked goods more convenient; combos 18. quick interactive games while waiting 19. remove counter make ordering more personable 20. weekly pass with mug 21. automated brewing 22. order device with pager and short game 23. discount most popular drink, highlight on menu 24. overhead menu 25. install bike rack 26. lease nearby parking lot 27. get 15 minute parking in front of store 28. rate your barista app 29. employee training 30. incentive for customers to bring own mug usercompany screening of ideas optimization concepts Ideas were rated using a simple 1-10 rat- ing system across 8 categories pertaining to both the user and the company. The best rated ideas are highlighted. ············································SCAMPER ·································· Break The Rules ················Opposites & Juxtapositions ····························4-Action Framework ·······················Changing perspectives Criteria 1 2 3 4 5 6 7 8 9 10 11 12 13 14 15 16 17 18 19 20 21 22 23 24 25 26 27 28 29 30 Accessibility 7 5 3 4 6 8 6 10 7 3 8 8 9 4 5 9 8 5 9 7 6 6 8 9 7 7 8 5 2 4 Usability 9 5 3 3 9 7 5 10 8 3 5 9 9 3 8 9 6 5 8 9 8 6 7 9 5 6 6 7 2 7 Meaningfulness 5 8 4 6 5 8 4 5 5 5 1 8 8 4 10 3 6 10 10 9 5 6 7 4 5 6 5 9 7 9 Desirability 9 7 7 3 9 7 4 6 7 2 5 7 7 3 10 4 6 8 9 8 7 5 7 8 5 7 5 8 7 9 Relivance 5 8 5 3 6 5 4 5 4 1 5 5 5 5 9 3 7 5 9 10 6 3 9 5 4 3 2 5 5 6 Suitability 8 7 8 4 7 6 5 7 3 1 3 7 6 6 8 4 8 6 8 6 7 3 8 9 3 3 2 5 9 6 Feasability 9 8 9 3 7 8 7 9 1 5 3 8 3 5 8 7 10 5 4 9 7 3 10 7 4 3 1 5 10 6 Profitability 6 5 4 5 7 8 6 7 2 5 8 7 3 5 9 5 9 3 5 8 7 4 7 5 2 2 1 3 5 5 Total 58 53 43 31 56 57 41 59 37 25 38 59 50 35 67 44 60 47 62 66 53 36 63 56 35 37 30 47 47 52
  17. 17. Jeff Dull SERV 216 Service Blueprinting Professor Bau Winter 2013 17 Criteria 1 2 3 4 5 6 7 8 9 10 11 12 13 14 15 16 17 18 19 20 21 22 23 24 25 26 27 28 29 30 Accessibility 10 9 6 3 5 5 9 10 8 9 7 8 9 10 2 1 4 8 1 3 6 7 1 7 5 4 10 3 8 5 Usability 10 8 6 3 5 3 8 9 8 9 3 7 6 7 2 1 3 8 1 2 7 5 1 7 8 3 9 3 7 3 Meaningfulness 5 10 7 6 5 2 4 7 3 6 1 4 3 5 4 7 6 2 1 4 5 10 1 1 6 2 5 5 5 8 Desirability 8 9 8 5 5 1 5 7 5 8 1 3 2 5 2 2 5 2 1 5 5 5 1 4 7 1 7 7 3 5 Relivance 5 6 9 3 2 1 3 5 3 5 1 1 4 4 4 6 5 1 1 2 5 4 1 1 8 5 1 1 1 7 Suitability 2 9 8 2 2 1 3 8 2 6 2 6 3 3 3 1 5 4 3 3 5 2 1 1 9 4 4 1 2 7 Feasability 2 8 8 5 5 2 3 8 2 6 10 9 3 9 6 1 5 2 6 5 6 1 1 1 9 6 4 3 3 2 Profitability 8 9 7 5 7 1 2 8 5 7 5 5 3 7 3 1 5 5 5 3 5 1 1 1 6 1 5 5 3 5 Total 50 68 59 32 36 16 37 62 36 56 30 43 33 50 26 20 38 32 19 27 44 35 8 23 58 26 45 28 32 42 usercompany screening of ideas transformative concepts Ideas were rated using a simple 1-10 rat- ing system across 8 categories pertaining to both the user and the company. The best rated ideas are highlighted. 1. coffee delivery 2. scheduled orders 3. coffee subscriptions 4. customer controlled blending 5. coffee and ice cream 6. shuttle service 7. partner with other local businesses 8. coffee carts 9. produce keurig k cups 10. outdoor barista 11. one. coffee. period. 12. 4 option order card 13. gas stations style pumps 14. premade full to-go cups (pizza by the slice) 15. dog biscuits with coffee 16. baristas guess order based on stereotypes 17. 5-star restaurant style (multiple course) 18. works like an atm 19. works like the dmv (pick a number) 20. name your price haggling (car sales) 21. buffett style coffee 22. concierge coffee service 23. caffeine injection service 24. offer everyone elses brand coffee 25. show competitors prices for comparison 26. alarm 27. nascar coffee 28. uav coffee delivery 29. robot delivers your coffee 30. rainbow colored coffee ············································SCAMPER ·································· Break The Rules ················Opposites & Juxtapositions ····························4-Action Framework ·······················Changing perspectives
  18. 18. Jeff Dull SERV 216 Service Blueprinting Professor Bau Winter 2013 18 Criteria 1 2 3 4 5 6 7 8 9 10 11 12 13 14 15 16 17 18 19 20 21 22 23 24 25 26 27 28 29 30 Accessibility 10 9 6 3 5 5 9 10 8 9 7 8 9 10 2 1 4 8 1 3 6 7 1 7 5 4 10 3 8 5 Usability 10 8 6 3 5 3 8 9 8 9 3 7 6 7 2 1 3 8 1 2 7 5 1 7 8 3 9 3 7 3 Meaningfulness 5 10 7 6 5 2 4 7 3 6 1 4 3 5 4 7 6 2 1 4 5 10 1 1 6 2 5 5 5 8 Desirability 8 9 8 5 5 1 5 7 5 8 1 3 2 5 2 2 5 2 1 5 5 5 1 4 7 1 7 7 3 5 Relivance 5 6 9 3 2 1 3 5 3 5 1 1 4 4 4 6 5 1 1 2 5 4 1 1 8 5 1 1 1 7 Suitability 2 9 8 2 2 1 3 8 2 6 2 6 3 3 3 1 5 4 3 3 5 2 1 1 9 4 4 1 2 7 Feasability 2 8 8 5 5 2 3 8 2 6 10 9 3 9 6 1 5 2 6 5 6 1 1 1 9 6 4 3 3 2 Profitability 8 9 7 5 7 1 2 8 5 7 5 5 3 7 3 1 5 5 5 3 5 1 1 1 6 1 5 5 3 5 Total 50 68 59 32 36 16 37 62 36 56 30 43 33 50 26 20 38 32 19 27 44 35 8 23 58 26 45 28 32 42 usercompany screening of ideas transformative concepts Ideas were rated using a simple 1-10 rat- ing system across 8 categories pertaining to both the user and the company. The best rated ideas are highlighted. 1. coffee delivery 2. scheduled orders 3. coffee subscriptions 4. customer controlled blending 5. coffee and ice cream 6. shuttle service 7. partner with other local businesses 8. coffee carts 9. produce keurig k cups 10. outdoor barista 11. one. coffee. period. 12. 4 option order card 13. gas stations style pumps 14. premade full to-go cups (pizza by the slice) 15. dog biscuits with coffee 16. baristas guess order based on stereotypes 17. 5-star restaurant style (multiple course) 18. works like an atm 19. works like the dmv (pick a number) 20. name your price haggling (car sales) 21. buffett style coffee 22. concierge coffee service 23. caffeine injection service 24. offer everyone elses brand coffee 25. show competitors prices for comparison 26. alarm 27. nascar coffee 28. uav coffee delivery 29. robot delivers your coffee 30. rainbow colored coffee ············································SCAMPER ·································· Break The Rules ················Opposites & Juxtapositions ····························4-Action Framework ·······················Changing perspectives
  19. 19. Jeff Dull SERV 216 Service Blueprinting Professor Bau Winter 2013 19 Criteria 1 2 3 4 5 6 7 8 9 10 11 12 13 14 15 16 17 18 19 20 21 22 23 24 25 26 27 28 29 30 Accessibility 10 9 6 3 5 5 9 10 8 9 7 8 9 10 2 1 4 8 1 3 6 7 1 7 5 4 10 3 8 5 Usability 10 8 6 3 5 3 8 9 8 9 3 7 6 7 2 1 3 8 1 2 7 5 1 7 8 3 9 3 7 3 Meaningfulness 5 10 7 6 5 2 4 7 3 6 1 4 3 5 4 7 6 2 1 4 5 10 1 1 6 2 5 5 5 8 Desirability 8 9 8 5 5 1 5 7 5 8 1 3 2 5 2 2 5 2 1 5 5 5 1 4 7 1 7 7 3 5 Relivance 5 6 9 3 2 1 3 5 3 5 1 1 4 4 4 6 5 1 1 2 5 4 1 1 8 5 1 1 1 7 Suitability 2 9 8 2 2 1 3 8 2 6 2 6 3 3 3 1 5 4 3 3 5 2 1 1 9 4 4 1 2 7 Feasability 2 8 8 5 5 2 3 8 2 6 10 9 3 9 6 1 5 2 6 5 6 1 1 1 9 6 4 3 3 2 Profitability 8 9 7 5 7 1 2 8 5 7 5 5 3 7 3 1 5 5 5 3 5 1 1 1 6 1 5 5 3 5 Total 50 68 59 32 36 16 37 62 36 56 30 43 33 50 26 20 38 32 19 27 44 35 8 23 58 26 45 28 32 42 usercompany screening of ideas transformative concepts Ideas were rated using a simple 1-10 rat- ing system across 8 categories pertaining to both the user and the company. The best rated ideas are highlighted. 1. coffee delivery 2. scheduled orders 3. coffee subscriptions 4. customer controlled blending 5. coffee and ice cream 6. shuttle service 7. partner with other local businesses 8. coffee carts 9. produce keurig k cups 10. outdoor barista 11. one. coffee. period. 12. 4 option order card 13. gas stations style pumps 14. premade full to-go cups (pizza by the slice) 15. dog biscuits with coffee 16. baristas guess order based on stereotypes 17. 5-star restaurant style (multiple course) 18. works like an atm 19. works like the dmv (pick a number) 20. name your price haggling (car sales) 21. buffett style coffee 22. concierge coffee service 23. caffeine injection service 24. offer everyone elses brand coffee 25. show competitors prices for comparison 26. alarm 27. nascar coffee 28. uav coffee delivery 29. robot delivers your coffee 30. rainbow colored coffee ············································SCAMPER ·································· Break The Rules ················Opposites & Juxtapositions ····························4-Action Framework ·······················Changing perspectives
  20. 20. Jeff Dull SERV 216 Service Blueprinting Professor Bau Winter 2013 20 Criteria 1 2 3 4 5 6 7 8 9 10 11 12 13 14 15 16 17 18 19 20 21 22 23 24 25 26 27 28 29 30 Accessibility 10 9 6 3 5 5 9 10 8 9 7 8 9 10 2 1 4 8 1 3 6 7 1 7 5 4 10 3 8 5 Usability 10 8 6 3 5 3 8 9 8 9 3 7 6 7 2 1 3 8 1 2 7 5 1 7 8 3 9 3 7 3 Meaningfulness 5 10 7 6 5 2 4 7 3 6 1 4 3 5 4 7 6 2 1 4 5 10 1 1 6 2 5 5 5 8 Desirability 8 9 8 5 5 1 5 7 5 8 1 3 2 5 2 2 5 2 1 5 5 5 1 4 7 1 7 7 3 5 Relivance 5 6 9 3 2 1 3 5 3 5 1 1 4 4 4 6 5 1 1 2 5 4 1 1 8 5 1 1 1 7 Suitability 2 9 8 2 2 1 3 8 2 6 2 6 3 3 3 1 5 4 3 3 5 2 1 1 9 4 4 1 2 7 Feasability 2 8 8 5 5 2 3 8 2 6 10 9 3 9 6 1 5 2 6 5 6 1 1 1 9 6 4 3 3 2 Profitability 8 9 7 5 7 1 2 8 5 7 5 5 3 7 3 1 5 5 5 3 5 1 1 1 6 1 5 5 3 5 Total 50 68 59 32 36 16 37 62 36 56 30 43 33 50 26 20 38 32 19 27 44 35 8 23 58 26 45 28 32 42 usercompany screening of ideas transformative concepts Ideas were rated using a simple 1-10 rat- ing system across 8 categories pertaining to both the user and the company. The best rated ideas are highlighted. 1. coffee delivery 2. scheduled orders 3. coffee subscriptions 4. customer controlled blending 5. coffee and ice cream 6. shuttle service 7. partner with other local businesses 8. coffee carts 9. produce keurig k cups 10. outdoor barista 11. one. coffee. period. 12. 4 option order card 13. gas stations style pumps 14. premade full to-go cups (pizza by the slice) 15. dog biscuits with coffee 16. baristas guess order based on stereotypes 17. 5-star restaurant style (multiple course) 18. works like an atm 19. works like the dmv (pick a number) 20. name your price haggling (car sales) 21. buffet style coffee 22. concierge coffee service 23. caffeine injection service 24. offer everyone elses brand coffee 25. show competitors prices for comparison 26. alarm 27. nascar coffee 28. uav coffee delivery 29. robot delivers your coffee 30. rainbow colored coffee ············································SCAMPER ·································· Break The Rules ················Opposites & Juxtapositions ····························4-Action Framework ·······················Changing perspectives
  21. 21. Jeff Dull SERV 216 Service Blueprinting Professor Bau Winter 2013 21 Criteria 1 2 3 4 5 6 7 8 9 10 11 12 13 14 15 16 17 18 19 20 21 22 23 24 25 26 27 28 29 30 Accessibility 10 9 6 3 5 5 9 10 8 9 7 8 9 10 2 1 4 8 1 3 6 7 1 7 5 4 10 3 8 5 Usability 10 8 6 3 5 3 8 9 8 9 3 7 6 7 2 1 3 8 1 2 7 5 1 7 8 3 9 3 7 3 Meaningfulness 5 10 7 6 5 2 4 7 3 6 1 4 3 5 4 7 6 2 1 4 5 10 1 1 6 2 5 5 5 8 Desirability 8 9 8 5 5 1 5 7 5 8 1 3 2 5 2 2 5 2 1 5 5 5 1 4 7 1 7 7 3 5 Relivance 5 6 9 3 2 1 3 5 3 5 1 1 4 4 4 6 5 1 1 2 5 4 1 1 8 5 1 1 1 7 Suitability 2 9 8 2 2 1 3 8 2 6 2 6 3 3 3 1 5 4 3 3 5 2 1 1 9 4 4 1 2 7 Feasability 2 8 8 5 5 2 3 8 2 6 10 9 3 9 6 1 5 2 6 5 6 1 1 1 9 6 4 3 3 2 Profitability 8 9 7 5 7 1 2 8 5 7 5 5 3 7 3 1 5 5 5 3 5 1 1 1 6 1 5 5 3 5 Total 50 68 59 32 36 16 37 62 36 56 30 43 33 50 26 20 38 32 19 27 44 35 8 23 58 26 45 28 32 42 usercompany screening of ideas transformative concepts Ideas were rated using a simple 1-10 rat- ing system across 8 categories pertaining to both the user and the company. The best rated ideas are highlighted. 1. coffee delivery 2. scheduled orders 3. coffee subscriptions 4. customer controlled blending 5. coffee and ice cream 6. shuttle service 7. partner with other local businesses 8. coffee carts 9. produce keurig k cups 10. outdoor barista 11. one. coffee. period. 12. 4 option order card 13. gas stations style pumps 14. premade full to-go cups (pizza by the slice) 15. dog biscuits with coffee 16. baristas guess order based on stereotypes 17. 5-star restaurant style (multiple course) 18. works like an atm 19. works like the dmv (pick a number) 20. name your price haggling (car sales) 21. buffett style coffee 22. concierge coffee service 23. caffeine injection service 24. offer everyone elses brand coffee 25. show competitors prices for comparison 26. alarm 27. nascar coffee 28. uav coffee delivery 29. robot delivers your coffee 30. rainbow colored coffee ············································SCAMPER ·································· Break The Rules ················Opposites & Juxtapositions ····························4-Action Framework ·······················Changing perspectives
  22. 22. Jeff Dull SERV 216 Service Blueprinting Professor Bau Winter 2013 22 optimization solutions scheduled orders coffee subscriptions coffee carts outdoor barista comparative pricing with competitors transformation All in one to-go cups with stirrer, lid, sugar & cream regulars in club get exclusive coffees remove counter to make ordering more personable weekly pass with mug discount most popular drink and highlight on menu Order via NFC
  23. 23. Jeff Dull SERV 216 Service Blueprinting Professor Bau Winter 2013 23 optimization solutions scheduled orders coffee subscriptions coffee carts outdoor barista comparative pricing with competitors transformation All in one to-go cups with stirrer, lid, sugar & cream regulars in club get exclusive coffees remove counter to make ordering more personable weekly pass with mug discount most popular drink and highlight on menu Order via NFC
  24. 24. Jeff Dull SERV 216 Service Blueprinting Professor Bau Winter 2013 24 optimization solutions scheduled orders coffee subscriptions coffee carts outdoor barista comparative pricing with competitors transformation All in one to-go cups with stirrer, lid, sugar & cream regulars in club get exclusive coffees remove counter to make ordering more personable weekly pass with mug discount most popular drink and highlight on menu Order via NFC
  25. 25. Jeff Dull SERV 216 Service Blueprinting Professor Bau Winter 2013 25 optimizationsolutions transformationOrder via NFC compara- tive pricing with com- petitors outdoor barista coffee carts coffee subscrip- tions scheduled orders All in one to-go cups with stirrer, lid, sugar & cream regulars in club get exclusive coffees remove counter to make ordering more per- sonable w eekly pass w ith m ug discount most popu- lar drink and highlight on menu
  26. 26. Jeff Dull SERV 216 Service Blueprinting Professor Bau Winter 2013 26 a c b optimizationsolutions transformation subscription coffee service membership includes mug exclusive exotic coffee for members weekly/monthly payment option scheduled coffee pickup for no wait overhead menu highlight the most popular drink and discount it comparative pricing with competitors outdoor barista in front of store coffe carts around downtown savannah remove counter inside to make ordering more personable
  27. 27. Jeff Dull SERV 216 Service Blueprinting Professor Bau Winter 2013 27 optimizationsolutions transformation subscription coffee service membership includes mug exclusive exotic coffee for members weekly/monthly payment option scheduled coffee pickup for no wait overhead menu highlight the most popular drink and discount it comparative pricing with competitors outdoor barista in front of store coffe carts around downtown savannah remove counter inside to make ordering more personable a c b
  28. 28. Jeff Dull SERV 216 Service Blueprinting Professor Bau Winter 2013 28 optimizationsolutions transformation subscription coffee service membership includes mug exclusive exotic coffee for members weekly/monthly payment option scheduled coffee pickup for no wait overhead menu highlight the most popular drink and discount it comparative pricing with competitors outdoor barista in front of store coffe carts around downtown savannah remove counter inside to make ordering more personable a c b
  29. 29. Jeff Dull SERV 216 Service Blueprinting Professor Bau Winter 2013 29 optimizationsolutions transformation subscription coffee service membership includes mug exclusive exotic coffee for members weekly/monthly payment option scheduled coffee pickup for no wait overhead menu highlight the most popular drink and discount it comparative pricing with competitors outdoor barista in front of store coffee carts around downtown savannah remove counter inside to make ordering more personable a c b
  30. 30. Jeff Dull SERV 216 Service Blueprinting Professor Bau Winter 2013 30 optimizationsolutions need coffee go to coffee fox update order schedule via phone app pay for service weekly or monthly barista has custom order ready exotic coffee exclusive for members comes with fox club membership enter door hand barista mug barista fills mug barista has order ready receive coffee exit door feel cool & enjoy coffee subscription coffee service membership includes mug exclusive exotic coffee for members weekly/monthly payment option scheduled coffee pickup for no wait has fox club membership a
  31. 31. Jeff Dull SERV 216 Service Blueprinting Professor Bau Winter 2013 31 optimizationsolutions need coffee go to coffee fox update order schedule via phone app pay for service weekly or monthly barista has custom order ready exotic coffee exclusive for members comes with fox club membership has fox club membership enter door hand barista mug barista fills mug barista has order ready receive coffee exit door feel cool & enjoy coffee subscription coffee service membership includes mug exclusive exotic coffee for members weekly/monthly payment option scheduled coffee pickup for no wait a
  32. 32. Jeff Dull SERV 216 Service Blueprinting Professor Bau Winter 2013 32 optimizationsolutions need coffee go to coffee fox enter door scan overhead menu notice it’s cheaper than starbucks see high- lighted *MPB place order for MPB pay cashier receive order exit door wait enjoy coffee and saved money$$$ overhead menu highlight the most popular drink and discount it comparative pricing with competitors b *MPB-Most Popular Beverage observe comparative pricing updated weekly with competitions prices *MPB updated monthly barista prepares beverage
  33. 33. Jeff Dull SERV 216 Service Blueprinting Professor Bau Winter 2013 33 optimizationsolutions need coffee go to coffee fox enter door scan overhead menu notice it’s cheaper than starbucks see high- lighted *MPB place order for MPB pay cashier receive order exit door wait enjoy coffee and saved money$$$ overhead menu highlight the most popular drink and discount it comparative pricing with competitors b *MPB-Most Popular Beverage observe comparative pricing updated weekly with competitions prices *MPB updated monthly barista prepares beverage
  34. 34. Jeff Dull SERV 216 Service Blueprinting Professor Bau Winter 2013 34 transformationsolutions need coffee stumble upon coffee cart barista has popular drinks ready coffee carts convenient to downtown previously seen coffee carts DT read menu order coffee barista fills order pay barista receive coffee walk away enjoy coffee and convenience coffee carts around downtown savannah outdoor barista in front of store remove counter inside to make ordering more personable c
  35. 35. Jeff Dull SERV 216 Service Blueprinting Professor Bau Winter 2013 35 transformationsolutions need coffee stumble upon coffee cart barista has popular drinks ready coffee carts convenient to downtown previously seen coffee carts DT read menu order coffee barista fills order pay barista receive coffee walk away enjoy coffee and convenience c coffee carts around downtown savannah outdoor barista in front of store remove counter inside to make ordering more personable
  36. 36. Jeff Dull SERV 216 Service Blueprinting Professor Bau Winter 2013 36 transformationsolutions need coffee walk up to coffee fox barista has popular drinks ready outside barista, order on sidewalk read menu order coffee barista fills order pay barista receive coffee walk away enjoy coffee and convenience c coffee carts around downtown savannah outdoor barista in front of store remove counter inside to make ordering more personable
  37. 37. Jeff Dull SERV 216 Service Blueprinting Professor Bau Winter 2013 37 transformationsolutions need coffee walk up to coffee fox barista has popular drinks ready outside barista, order on sidewalk read menu order coffee barista fills order pay barista receive coffee walk away enjoy coffee and convenience c coffee carts around downtown savannah outdoor barista in front of store remove counter inside to make ordering more personable
  38. 38. Jeff Dull SERV 216 Service Blueprinting Professor Bau Winter 2013 38 transformationsolutions lackofcounter facilitatesawarm interaction enjoy coffee and feel involved c coffee carts around downtown savannah outdoor barista in front of store remove counter inside to make ordering more personable need coffee go to coffee fox enter door walk up to barista pay barista place order receive coffee exit door feel welcome and engaged
  39. 39. Jeff Dull SERV 216 Service Blueprinting Professor Bau Winter 2013 39 lackofcounter facilitatesawarm interaction enjoy coffee and feel involved need coffee go to coffee fox enter door walk up to barista pay barista place order receive coffee exit door feel welcome and engaged transformationsolutions c coffee carts around downtown savannah outdoor barista in front of store remove counter inside to make ordering more personable
  40. 40. Jeff Dull SERV 216 Service Blueprinting Professor Bau Winter 2013 40 thank you
  41. 41. Jeff Dull SERV 216 Service Blueprinting Professor Bau Winter 2013 41

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