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Using Service Blueprints to Create Holistic Multi-Channel Experience

by Service & Interaction Designer at Cooper on Jun 20, 2013

  • 4,055 views

This workshop was presented at IxDA NYC local event on Wednesday, June 19, 2013 at AppNexus, http://ixda-nyc-june19-es2.eventbrite.com/ ...

This workshop was presented at IxDA NYC local event on Wednesday, June 19, 2013 at AppNexus, http://ixda-nyc-june19-es2.eventbrite.com/

Using Service Blueprints to Create Holistic Multi-Channel Experiences
When working on multi-channel experiences that blend both digital and human-to-human interfaces, service blueprints allow interaction designers to look beyond the pixels and peer into the structures and systems of touchpoints that create the service experience.

The process of discovering, designing, and weaving these touchpoints together is the core work and deliverable of service designers. Service blueprints embody the foundational concepts of service design and are a fundamental tool for clarifying the interactions between customers, digital touchpoints, employees, and 'backstage' activities (everything the customer does not see).

During this 2.5 hour workshop, you will learn about the anatomy of services and how to use service blueprints in your design practice. You will create a service blueprint documenting an existing service encounter and identify new opportunities. Utilizing this blueprint, you will explore
ways of manipulating aspects of service delivery to eliminate pain-points, improve the experience, and create new process efficiencies.

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  • Rafal_Kolodziej Rafał Kołodziej Great pres. Thank you. 1 week ago
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  • nananaina Marcela Machuca, Oblique Strategist at Designit Izac, thanks for reminding me about the 5E's model y showing me Dubberly 'Integrated design process and people-centered research' graphic, it will be useful to explain to my students. 8 months ago
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  • Tulnton Tulnton Powerful presentation 10 months ago
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Using Service Blueprints to Create Holistic Multi-Channel Experience Using Service Blueprints to Create Holistic Multi-Channel Experience Presentation Transcript