UX STRAT 2013: Dan Saltzman, Service Blueprinting for Convergent Channel Experiences

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Dan Saltzman's presentation at UX STRAT 2013

Dan Saltzman's presentation at UX STRAT 2013

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  • 1. Service Blueprinting for Convergent Channel Experiences Dan Saltzman, Director of User Experience Monday, September 16, 13
  • 2. There is no such thing as starting from scratch. Monday, September 16, 13
  • 3. Monday, September 16, 13
  • 4. Service Blueprinting • Visualize current state of disparate channel experience • Low fidelity / low barrier to engagement • Maintains customer POV Monday, September 16, 13
  • 5. Monday, September 16, 13
  • 6. Monday, September 16, 13
  • 7. The Framework Monday, September 16, 13
  • 8. The Tools WHAT' ? WHY? WHAT TECHNOLOGY? #1 $ People Events What they’re saying/thinking Wins or painpoints Opportunities for ROI Monday, September 16, 13
  • 9. Case Study: Specialized Cancer Treatment Hospital Monday, September 16, 13
  • 10. Case Study: Major Retail Bank Monday, September 16, 13
  • 11. Thank You. Dan Saltzman Director of User Experience @fiveseveneighty For Service Blueprinting Templates & Resources, please visit: share.effectiveui.com/ServiceBlueprinting www.slideshare.net/effectiveui Monday, September 16, 13