Dan Saltzman's presentation at UX STRAT 2013

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