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

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Dan Saltzman's presentation at UX STRAT 2013

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

  1. 1. Service Blueprinting for Convergent Channel Experiences Dan Saltzman, Director of User Experience Monday, September 16, 13
  2. 2. There is no such thing as starting from scratch. Monday, September 16, 13
  3. 3. Monday, September 16, 13
  4. 4. Service Blueprinting • Visualize current state of disparate channel experience • Low fidelity / low barrier to engagement • Maintains customer POV Monday, September 16, 13
  5. 5. Monday, September 16, 13
  6. 6. Monday, September 16, 13
  7. 7. The Framework Monday, September 16, 13
  8. 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. 9. Case Study: Specialized Cancer Treatment Hospital Monday, September 16, 13
  10. 10. Case Study: Major Retail Bank Monday, September 16, 13
  11. 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

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