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  • Hi Izac, could you please share with me the slides to nnvankhanh@gmail.com?

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Workshop: Using Service Blueprinting to Evolve Services Workshop: Using Service Blueprinting to Evolve Services Presentation Transcript

  • Service Blueprints Izac Ross | February 21, 2013Tuesday, February 26, 13
  • @zaicTuesday, February 26, 13
  • Tuesday, February 26, 13
  • Theory from the field | 10 min Detailed anatomy | 15 min Practice | 90 min When to use | 5 minTuesday, February 26, 13
  • Services...Tuesday, February 26, 13
  • love...Tuesday, February 26, 13
  • love...Tuesday, February 26, 13
  • hate...Tuesday, February 26, 13
  • 80% Service companies that believe they provide a superior service proposition Source: Bain Customer-Led Growth diagnostic-questionnaire; salmetrix (Net Promoter Database)Tuesday, February 26, 13
  • 80% Service companies that 8% Companies whose customers agree believe they provide a superior service proposition Source: Bain Customer-Led Growth diagnostic-questionnaire; salmetrix (Net Promoter Database)Tuesday, February 26, 13
  • Service Anticipation 80% Service companies that Gap believe they provide a superior service proposition Source: Bain Customer-Led Growth diagnostic-questionnaire; salmetrix (Net Promoter Database)Tuesday, February 26, 13
  • Service Anticipation = opportunity GapTuesday, February 26, 13
  • If we can figure out how to get around this...Tuesday, February 26, 13
  • All other concepts Decoration A caricature of the popular conception of F design vs. all other concepts Source: Dubberly Design DfficeTuesday, February 26, 13
  • Tuesday, February 26, 13
  • Blueprints are fundamentalTuesday, February 26, 13
  • They expose the core structure of servicesTuesday, February 26, 13
  • Services are outcomes in which customers do not take ownership of physical elements involved.Tuesday, February 26, 13
  • Services are co-created by service users and service employees.Tuesday, February 26, 13
  • Your outcome and experience is likely to be very different than mine.Tuesday, February 26, 13
  • GIVE GET Time Time Money Money Skilled labor Skilled labor Goods Goods Information Information Data Data Knowledge Knowledge Aesthetics Aesthetics Experiences ExperiencesTuesday, February 26, 13
  • GIVE GET Time Time Money Money Skilled labor Skilled labor Goods Goods Information Information Data Data Knowledge Knowledge Aesthetics Aesthetics Experiences ExperiencesTuesday, February 26, 13
  • GIVE GET Time Time Money Money Skilled labor Skilled labor Goods Goods Information Information Data Data Knowledge Knowledge Aesthetics Aesthetics Experiences ExperiencesTuesday, February 26, 13
  • GIVE GET Time Time Money Money Skilled labor Skilled labor Goods Goods Information Information Data Data Knowledge Knowledge Aesthetics Aesthetics Experiences ExperiencesTuesday, February 26, 13
  • GIVE GET Time Time Money Money Skilled labor Skilled labor Goods Goods Information Information Data Data Knowledge Knowledge Aesthetics Aesthetics Experiences ExperiencesTuesday, February 26, 13
  • Exchanges occur through mediums...Tuesday, February 26, 13
  • called TouchpointsTuesday, February 26, 13
  • Palette of 5 types touchpoints People Place Prop Partner Process Employees and The physical space or The objects and Other businesses or Workflows and rituals other customers the virtual environment collateral used to entities that help to that are used to encountered while the through which the produce the produce or enhance produce the service service is produced. service is delivered. service encounter. the service encounter. encounter. Relates the Forms, products, people, place, props, signage, etc. and partners.Tuesday, February 26, 13
  • Lynn Shostack, at Citibank, pioneered the concept of service blueprinting back in the 1980’s.Tuesday, February 26, 13
  • Recently rediscovered by designersTuesday, February 26, 13
  • STEAL FRAMEWORKS from these peopleTuesday, February 26, 13
  • Blueprint example: Pharmacy drop-off and pickupTuesday, February 26, 13
  • Measures Time Physical Evidence Customer Action Line of Interaction Service Employees (HHI) Digital & Devices (HCI) Line of Visibility Backstage action Line of Internal Interaction Support ProcessesTuesday, February 26, 13
  • Measures Time Physical Evidence Customer Queues and waits to talk to Verifies that pharmacist can Agrees on time to Pays for With prescription Enters pharmacy Queues to pick up Verifies identity prescription and in hand, exits the Refill Request Action pharmacist/ fill script on time, pick up other items pharmacy assistant with expected cost Line of Interaction Service Employees (HHI) Digital & Devices (HCI) Line of Visibility Backstage action Line of Internal Interaction Support ProcessesTuesday, February 26, 13
  • Measures Time Credit card terminal State ID if controlled Prescription/Script Loyalty card Physical Retail location In-store wayfinding Insurance Card substance Prescription bottle Prescription bottle Signage Length of queue Prescription Evidence State ID Script bins Drug info sheet Bag, Receipt Customer Queues and waits to talk to Verifies that pharmacist can Agrees on time to Pays for With prescription Enters pharmacy Queues to pick up Verifies identity prescription and in hand, exits the Refill Request Action pharmacist/ fill script on time, pick up other items pharmacy assistant with expected cost Line of Interaction Service Employees (HHI) Digital & Devices (HCI) Line of Visibility Backstage action Line of Internal Interaction Support ProcessesTuesday, February 26, 13
  • Measures Time Credit card terminal State ID if controlled Prescription/Script Loyalty card Physical Retail location In-store wayfinding Insurance Card substance Prescription bottle Prescription bottle Signage Length of queue Prescription Evidence State ID Script bins Drug info sheet Bag, Receipt Customer Queues and waits to talk to Verifies that pharmacist can Agrees on time to Pays for With prescription Enters pharmacy Queues to pick up Verifies identity prescription and in hand, exits the Refill Request Action pharmacist/ fill script on time, pick up other items pharmacy assistant with expected cost Line of Interaction Service Collects script, insurance, Provides a time Asks for Retrieves filled Places prescription and identifying prescription and Employees and identifying frame information scans the barcode receipt in bag. information Gives bag to the (HHI) customer Digital & Devices (HCI) Line of Visibility Backstage action Line of Internal Interaction Support ProcessesTuesday, February 26, 13
  • Measures Time Credit card terminal State ID if controlled Prescription/Script Loyalty card Physical Retail location In-store wayfinding Insurance Card substance Prescription bottle Prescription bottle Signage Length of queue Prescription Evidence State ID Script bins Drug info sheet Bag, Receipt Customer Queues and waits to talk to Verifies that pharmacist can Agrees on time to Pays for With prescription Enters pharmacy Queues to pick up Verifies identity prescription and in hand, exits the Refill Request Action pharmacist/ fill script on time, pick up other items pharmacy assistant with expected cost Line of Interaction Service Collects script, insurance, Provides a time Asks for Retrieves filled Places prescription and identifying prescription and Employees and identifying frame information scans the barcode receipt in bag. information Gives bag to the (HHI) customer Digital & Credit card Terminal asks for Devices payment (see sub (HCI) process 1.4a) Line of Visibility Backstage action Line of Internal Interaction Support ProcessesTuesday, February 26, 13
  • Measures Time Credit card terminal State ID if controlled Prescription/Script Loyalty card Physical Retail location In-store wayfinding Insurance Card substance Prescription bottle Prescription bottle Signage Length of queue Prescription Evidence State ID Script bins Drug info sheet Bag, Receipt Customer Queues and waits to talk to Verifies that pharmacist can Agrees on time to Pays for With prescription Enters pharmacy Queues to pick up Verifies identity prescription and in hand, exits the Refill Request Action pharmacist/ fill script on time, pick up other items pharmacy assistant with expected cost Line of Interaction Service Collects script, insurance, Provides a time Asks for Retrieves filled Places prescription and identifying prescription and Employees and identifying frame information scans the barcode receipt in bag. information Gives bag to the (HHI) customer Digital & Credit card Terminal asks for Devices payment (see sub (HCI) process 1.4a) Line of Visibility Pharmacist fills Places in POS: payment POS POS Accounting system prescription appropriate bin Approved Backstage action Inventory POS prompts Internal inventory pharmacist to fill management Fulfillment Queue management the next script in system system queue Line of Internal Interaction Support ProcessesTuesday, February 26, 13
  • Measures Time Credit card terminal State ID if controlled Prescription/Script Loyalty card Physical Retail location In-store wayfinding Insurance Card substance Prescription bottle Prescription bottle Signage Length of queue Prescription Evidence State ID Script bins Drug info sheet Bag, Receipt Customer Queues and waits to talk to Verifies that pharmacist can Agrees on time to Pays for With prescription Enters pharmacy Queues to pick up Verifies identity prescription and in hand, exits the Refill Request Action pharmacist/ fill script on time, pick up other items pharmacy assistant with expected cost Line of Interaction Service Collects script, insurance, Provides a time Asks for Retrieves filled Places prescription and identifying prescription and Employees and identifying frame information scans the barcode receipt in bag. information Gives bag to the (HHI) customer Digital & Credit card Terminal asks for Devices payment (see sub (HCI) process 1.4a) Line of Visibility Pharmacist fills Places in POS: payment POS POS Accounting system prescription appropriate bin Approved Backstage action Inventory POS prompts Internal inventory pharmacist to fill management Fulfillment Queue management the next script in system system 15-45 days later queue Line of Internal Interaction Insurance Payment Insurance Drug supplier Goods supplier Support company processor provider pays benefits portion of Processes scriptTuesday, February 26, 13
  • # of people in queue Drug in stock Length of wait time # of people in queue Prescription is filled Clear method of Measures Time to front of queue Price of drug for pick up Time to front of queue on-time refill 5-45 min 25-90 days 5-10 min 30 sec 0-15 min 1-10 min 0-15 min 0-15 min Time X day Credit card terminal State ID if controlled Prescription/Script Loyalty card Physical Retail location In-store wayfinding Insurance Card substance Prescription bottle Prescription bottle Signage Length of queue Prescription Evidence State ID Script bins Drug info sheet Bag, Receipt Customer Queues and waits to talk to Verifies that pharmacist can Agrees on time to Pays for With prescription Enters pharmacy Queues to pick up Verifies identity prescription and in hand, exits the Refill Request Action pharmacist/ fill script on time, pick up other items pharmacy assistant with expected cost Line of Interaction Service Collects script, insurance, Provides a time Asks for Retrieves filled Places prescription and identifying prescription and Employees and identifying frame information scans the barcode receipt in bag. information Gives bag to the (HHI) customer Digital & Credit card Terminal asks for Devices payment (see sub (HCI) process 1.4a) Line of Visibility Pharmacist fills Places in POS: payment POS POS Accounting system prescription appropriate bin Approved Backstage action Inventory POS prompts Internal inventory pharmacist to fill management Fulfillment Queue management the next script in system system 15-45 days later queue Line of Internal Interaction Insurance Payment Insurance Drug supplier Goods supplier Support company processor provider pays benefits portion of Processes scriptTuesday, February 26, 13
  • # of people in queue Drug in stock Length of wait time # of people in queue Prescription is filled Clear method of Measures Time to front of queue Price of drug for pick up Time to front of queue on-time refill 5-45 min 25-90 days 5-10 min 30 sec 0-15 min 1-10 min 0-15 min 0-15 min Time X day Credit card terminal State ID if controlled Prescription/Script Loyalty card Physical Retail location In-store wayfinding Insurance Card substance Prescription bottle Prescription bottle Signage Length of queue Prescription Evidence State ID Script bins Drug info sheet Bag, Receipt Customer Queues and waits to talk to Verifies that pharmacist can Agrees on time to Pays for With prescription Enters pharmacy Queues to pick up Verifies identity prescription and in hand, exits the Refill Request Action pharmacist/ fill script on time, pick up other items pharmacy assistant with expected cost Line of Interaction Service Collects script, insurance, Provides a time Asks for Retrieves filled Places prescription and identifying prescription and Employees and identifying frame information scans the barcode receipt in bag. information Gives bag to the (HHI) customer Digital & Credit card Terminal asks for Devices payment (see sub (HCI) process 1.4a) Line of Visibility Pharmacist fills Places in POS: payment POS POS Accounting system prescription appropriate bin Approved Backstage action Inventory POS prompts Internal inventory pharmacist to fill management Fulfillment Queue management the next script in system system 15-45 days later queue Line of Internal Interaction Insurance Payment Insurance Drug supplier Goods supplier Support company processor provider pays benefits portion of Processes scriptTuesday, February 26, 13
  • Measures Time Physical Props Evidence Place Customer Experiences, Action Thinking, Actions Line of Interaction Service Employees People (HHI) Process Digital & Devices Process (HCI) Line of Visibility Backstage Process action People Line of Internal Interaction Partners Support Process Processes PeopleTuesday, February 26, 13
  • is one person’s experience through a single pathTuesday, February 26, 13
  • blueprints have altitudeTuesday, February 26, 13
  • A few lessons from a long blueprint...Tuesday, February 26, 13
  • Quality Measures # of people in que, In stock Length of Rate of pharmacist # of people in que, promised time is Consultations are Clear method of time of que Price wait time time of que full-filled offered refill Time 0-15 min 1-3 min 20 sec 5-45 min or next day 0-15 min 0-15 min 30 sec 25-90 days 5-10 min State ID if controlled Credit card terminal Physical Retail Location In store way finding Prescription/Script substance Loyalty card Signage Insurance Card Perscription bottle Evidence Length of que State ID Prescription Script bins Prescription Store bag Ques and Verifies that Customer Enters pharmacy waits to talk to pharmacist can fill Agrees on time to Ques to pick up Verifies identity Pays for Exits the Requests Refill pharmacist/ fill/pick up prescription Pharmacy Action assistant it on time/on cost Line of Interaction Service Collects script, Insurance, Provides a time Asks identifying Retrieves filled Places information and prescription and prescription and Employees and identifying frame insurance scans the barcode receipt in bag. information. Gives bag to the (HHI) customer Digital & Devices (HCI) Line of Visibility Pharmacist fills Places in POS: payment POS POS Accounting system prescription appropriate bin Approved Backstage Action POS prompts Inventory Internal inventory pharmacist to fill management Fulfillment Que management the next script in system system que Line of Internal Interaction Insurance Payment Benefits drug supplier goods supplier Support company processor provider pays for remainder script Processes costTuesday, February 26, 13
  • Quality Measures # of people in que, In stock Length of Rate of pharmacist # of people in que, promised time is Consultations are Clear method of time of que Price wait time time of que full-filled offered refill Time 0-15 min 1-3 min 20 sec 5-45 min or next day 0-15 min 0-15 min 30 sec 25-90 days 5-10 min State ID if controlled Credit card terminal Physical Retail Location In store way finding Prescription/Script substance Loyalty card Signage Insurance Card Perscription bottle Evidence Length of que State ID Prescription Script bins Prescription Store bag Ques and Verifies that Customer Enters pharmacy waits to talk to pharmacist can fill Agrees on time to Ques to pick up Verifies identity Pays for Exits the Requests Refill pharmacist/ fill/pick up prescription Pharmacy Action assistant it on time/on cost Line of Interaction Service Collects script, Insurance, Provides a time Asks identifying Retrieves filled Places information and prescription and prescription and Employees and identifying frame insurance scans the barcode receipt in bag. information. Gives bag to the (HHI) customer Digital & vertical line crossing = Devices value exchange (HCI) Line of Visibility Pharmacist fills Places in POS: payment POS POS Accounting system prescription appropriate bin Approved Backstage Action POS prompts Inventory Internal inventory pharmacist to fill management Fulfillment Que management the next script in system system que Line of Internal Interaction Insurance Payment Benefits drug supplier goods supplier Support company processor provider pays for remainder script Processes costTuesday, February 26, 13
  • Quality Measures # of people in que, In stock Length of Rate of pharmacist # of people in que, promised time is Consultations are Clear method of time of que Price wait time time of que full-filled offered refill Time 0-15 min 1-3 min 20 sec 5-45 min or next day 0-15 min 0-15 min 30 sec 25-90 days 5-10 min State ID if controlled Credit card terminal Physical Retail Location In store way finding Prescription/Script substance Loyalty card Signage Insurance Card Perscription bottle Evidence Length of que State ID Prescription Script bins Prescription Store bag Ques and Verifies that Customer Enters pharmacy waits to talk to pharmacist can fill Agrees on time to Ques to pick up Verifies identity Pays for Exits the Requests Refill pharmacist/ fill/pick up prescription Pharmacy Action assistant it on time/on cost Line of Interaction Service Collects script, Insurance, Provides a time Asks identifying Retrieves filled Places information and prescription and prescription and Employees and identifying frame insurance scans the barcode receipt in bag. information. Gives bag to the (HHI) customer Digital & Devices (HCI) Line of Visibility Pharmacist fills Places in POS: payment POS POS Accounting system prescription appropriate bin Approved Backstage Action POS prompts Inventory Internal inventory pharmacist to fill management Fulfillment Que management the next script in system system que Line of Internal Interaction Insurance Payment Benefits drug supplier goods supplier Support company processor provider pays for remainder script Processes costTuesday, February 26, 13
  • Quality Measures # of people in que, In stock Length of Rate of pharmacist # of people in que, promised time is Consultations are Clear method of time of que Price wait time time of que full-filled offered refill Time 0-15 min 1-3 min 20 sec 5-45 min or next day 0-15 min 0-15 min 30 sec 25-90 days 5-10 min State ID if controlled Credit card terminal Physical Retail Location In store way finding Prescription/Script substance Loyalty card Signage Insurance Card Perscription bottle Evidence Length of que State ID Prescription Script bins Prescription Store bag Ques and Verifies that Customer Enters pharmacy waits to talk to pharmacist can fill Agrees on time to Ques to pick up Verifies identity Pays for Exits the Requests Refill pharmacist/ fill/pick up prescription Pharmacy Action assistant it on time/on cost Line of Interaction Service Collects script, Insurance, Provides a time Asks identifying Retrieves filled Places information and prescription and prescription and Employees and identifying frame insurance scans the barcode receipt in bag. information. Gives bag to the (HHI) customer Digital & Devices (HCI) Arrow direction = control Line of Visibility dependency Pharmacist fills Places in POS: payment POS POS Accounting system prescription appropriate bin Approved Backstage Action POS prompts Inventory Internal inventory pharmacist to fill management Fulfillment Que management the next script in system system que Line of Internal Interaction Insurance Payment Benefits drug supplier goods supplier Support company processor provider pays for remainder script Processes costTuesday, February 26, 13
  • Quality Measures # of people in que, In stock Length of Rate of pharmacist # of people in que, promised time is Consultations are Clear method of time of que Price wait time time of que full-filled offered refill Time 0-15 min 1-3 min 20 sec 5-45 min or next day 0-15 min 0-15 min 30 sec 25-90 days 5-10 min State ID if controlled Credit card terminal Physical Retail Location In store way finding Prescription/Script substance Loyalty card Signage Insurance Card Perscription bottle Evidence Length of que State ID Prescription Script bins Prescription Store bag Ques and Verifies that Customer Enters pharmacy waits to talk to pharmacist can fill Agrees on time to Ques to pick up Verifies identity Pays for Exits the Requests Refill pharmacist/ fill/pick up prescription Pharmacy Action assistant it on time/on cost Line of Interaction Service Collects script, Insurance, Provides a time Asks identifying Retrieves filled Places information and prescription and prescription and Employees and identifying frame insurance scans the barcode receipt in bag. information. Gives bag to the (HHI) customer Digital & Devices (HCI) Line of Visibility Pharmacist fills Places in POS: payment POS POS Accounting system prescription appropriate bin Approved Backstage Action POS prompts Inventory Internal inventory pharmacist to fill management Fulfillment Que management the next script in system system que Line of Internal Interaction Insurance Payment Benefits drug supplier goods supplier Support company processor provider pays for remainder script Processes costTuesday, February 26, 13
  • Quality Measures # of people in que, In stock Length of Rate of pharmacist # of people in que, promised time is Consultations are Clear method of time of que Price wait time time of que full-filled offered refill Time 0-15 min 1-3 min 20 sec 5-45 min or next day 0-15 min 0-15 min 30 sec 25-90 days 5-10 min State ID if controlled Credit card terminal Physical Retail Location In store way finding Prescription/Script substance Loyalty card Signage Insurance Card Perscription bottle Evidence Length of que State ID Prescription Script bins Prescription Store bag Ques and Verifies that Customer Enters pharmacy waits to talk to pharmacist can fill Agrees on time to Ques to pick up Verifies identity Pays for Exits the Requests Refill pharmacist/ fill/pick up prescription Pharmacy Action it on time/on cost assistant Double arrow indicates Line of Interaction agreement must be reached to move Service Collects script, Insurance, process forward information and Provides a time Asks identifying Retrieves filled Places prescription and prescription and Employees and identifying frame insurance scans the barcode receipt in bag. information. Gives bag to the (HHI) customer Digital & Devices (HCI) Line of Visibility Pharmacist fills Places in POS: payment POS POS Accounting system prescription appropriate bin Approved Backstage Action POS prompts Inventory Internal inventory pharmacist to fill management Fulfillment Que management the next script in system system que Line of Internal Interaction Insurance Payment Benefits drug supplier goods supplier Support company processor provider pays for remainder script Processes costTuesday, February 26, 13
  • Quality Measures # of people in que, In stock Length of Rate of pharmacist # of people in que, promised time is Consultations are Clear method of time of que Price wait time time of que full-filled offered refill Time 0-15 min 1-3 min 20 sec 5-45 min or next day 0-15 min 0-15 min 30 sec 25-90 days 5-10 min State ID if controlled Credit card terminal Physical Retail Location In store way finding Prescription/Script substance Loyalty card Signage Insurance Card Perscription bottle Evidence Length of que State ID Prescription Script bins Prescription Store bag Ques and Verifies that Customer Enters pharmacy waits to talk to pharmacist can fill Agrees on time to Ques to pick up Verifies identity Pays for Exits the Requests Refill pharmacist/ fill/pick up prescription Pharmacy Action assistant it on time/on cost Line of Interaction Service Collects script, Insurance, Provides a time Asks identifying Retrieves filled Places information and prescription and prescription and Employees and identifying frame insurance scans the barcode receipt in bag. information. Gives bag to the (HHI) customer Digital & Devices (HCI) Line of Visibility Pharmacist fills Places in POS: payment POS POS Accounting system prescription appropriate bin Approved Backstage Action POS prompts Inventory Internal inventory pharmacist to fill management Fulfillment Que management the next script in system system que Line of Internal Interaction Insurance Payment Benefits drug supplier goods supplier Support company processor provider pays for remainder script Processes costTuesday, February 26, 13
  • Shostack, G. Lynne. "Designing Services that Deliver", Harvard Business Review, vol. 62, no. 1 January - February 1984, pp. 133–139.Tuesday, February 26, 13
  • Map & redesigning a dry cleanersTuesday, February 26, 13
  • Activity 1: Collect 15 minTuesday, February 26, 13
  • 4 perspectives of service design research - Service users Frontstage employees/touchpoints Backstage employees/touchpoints & partners Business stakeholdersTuesday, February 26, 13
  • In your groups...Tuesday, February 26, 13
  • In your groups... Pick one person to interview as a user of the serviceTuesday, February 26, 13
  • In your groups... Pick one person to Pick one person to interview as a user of represent the frontstage the service and backstageTuesday, February 26, 13
  • In your groups... Pick an interviewerTuesday, February 26, 13
  • In your groups... Take copious notes Pick an interviewer Take copious notesTuesday, February 26, 13
  • go...Tuesday, February 26, 13
  • StopTuesday, February 26, 13
  • How did that go?Tuesday, February 26, 13
  • Activity 2: Blueprint the current 20 minTuesday, February 26, 13
  • Measures # of people in que, In stock Length of Rate of pharmacist # of people in que, promised time is Consultations are Clear method of time of que Price wait time time of que full-filled offered refill Time 0-15 min 1-3 min 20 sec 5-45 min or next day 0-15 min 0-15 min 30 sec 25-90 days 5-10 min State ID if controlled Credit card terminal Physical Retail Location In store way finding Prescription/Script substance Loyalty card Signage Insurance Card Perscription bottle Evidence Length of que State ID Prescription Script bins Prescription Store bag Ques and Verifies that Customer Enters pharmacy waits to talk to pharmacist can fill Agrees on time to Ques to pick up Verifies identity Pays for Exits the Requests Refill pharmacist/ fill/pick up prescription Pharmacy Action assistant it on time/on cost Line of Interaction Service Collects script, Insurance, Provides a time Asks identifying Retrieves filled Places information and prescription and prescription and Employees and identifying frame insurance scans the barcode receipt in bag. information. Gives bag to the (HHI) customer Digital & Devices (HCI) Line of Visibility Pharmacist fills Places in POS: payment POS POS Accounting system prescription appropriate bin Approved Backstage action POS prompts Inventory Internal inventory pharmacist to fill management Fulfillment Que management the next script in system system que Line of Internal Interaction Insurance Payment Benefits drug supplier goods supplier company processor provider pays for Partners remainder script costTuesday, February 26, 13
  • Measures # of people in que, In stock Length of Rate of pharmacist # of people in que, promised time is Consultations are Clear method of time of que Price wait time time of que full-filled offered refill Time 0-15 min 1-3 min 20 sec 5-45 min or next day 0-15 min 0-15 min 30 sec 25-90 days 5-10 min State ID if controlled Credit card terminal Physical Retail Location In store way finding Prescription/Script substance Loyalty card Signage Insurance Card Perscription bottle Evidence Length of que State ID Prescription Script bins Prescription Store bag Ques and 1 Verifies that Customer Enters pharmacy waits to talk to pharmacist can fill Agrees on time to Ques to pick up Verifies identity Pays for Exits the Requests Refill pharmacist/ fill/pick up prescription Pharmacy Action assistant it on time/on cost Line of Interaction Service Collects script, Insurance, Provides a time Asks identifying Retrieves filled Places information and prescription and prescription and Employees and identifying frame insurance scans the barcode receipt in bag. information. Gives bag to the (HHI) customer Digital & Devices (HCI) Line of Visibility Pharmacist fills Places in POS: payment POS POS Accounting system prescription appropriate bin Approved Backstage action POS prompts Inventory Internal inventory pharmacist to fill management Fulfillment Que management the next script in system system que Line of Internal Interaction Insurance Payment Benefits drug supplier goods supplier company processor provider pays for Partners remainder script costTuesday, February 26, 13
  • Measures # of people in que, In stock Length of Rate of pharmacist # of people in que, promised time is Consultations are Clear method of time of que Price wait time time of que full-filled offered refill Time 0-15 min 1-3 min 20 sec 5-45 min or next day 0-15 min 0-15 min 30 sec 25-90 days 5-10 min State ID if controlled Credit card terminal Physical Retail Location In store way finding Prescription/Script substance Loyalty card Signage Insurance Card Perscription bottle Evidence Length of que State ID Prescription Script bins Prescription Store bag Ques and 1 Verifies that Customer Enters pharmacy waits to talk to pharmacist can fill Agrees on time to Ques to pick up Verifies identity Pays for Exits the Requests Refill pharmacist/ fill/pick up prescription Pharmacy Action assistant it on time/on cost Line of Interaction Service Collects script, Insurance, Provides a time Asks identifying Retrieves filled Places information and prescription and prescription and Employees and identifying frame insurance scans the barcode receipt in bag. information. Gives bag to the (HHI) customer 2 Digital & Devices (HCI) Line of Visibility Pharmacist fills Places in POS: payment POS POS Accounting system prescription appropriate bin Approved Backstage action POS prompts Inventory Internal inventory pharmacist to fill management Fulfillment Que management the next script in system system que Line of Internal Interaction Insurance Payment Benefits drug supplier goods supplier company processor provider pays for Partners remainder script costTuesday, February 26, 13
  • Measures # of people in que, In stock Length of Rate of pharmacist # of people in que, promised time is Consultations are Clear method of time of que Price wait time time of que full-filled offered refill Time 0-15 min 1-3 min 20 sec 5-45 min or next day 0-15 min 0-15 min 30 sec 25-90 days 5-10 min State ID if controlled Credit card terminal Physical Retail Location In store way finding Prescription/Script substance Loyalty card Signage Insurance Card Perscription bottle Evidence Length of que State ID Prescription Script bins Prescription Store bag Ques and 1 Verifies that Customer Enters pharmacy waits to talk to pharmacist can fill Agrees on time to Ques to pick up Verifies identity Pays for Exits the Requests Refill pharmacist/ fill/pick up prescription Pharmacy Action assistant it on time/on cost Line of Interaction Service Collects script, Insurance, Provides a time Asks identifying Retrieves filled Places information and prescription and prescription and Employees and identifying frame insurance scans the barcode receipt in bag. information. Gives bag to the (HHI) customer 2 Digital & Devices (HCI) Line of Visibility Pharmacist fills Places in POS: payment POS POS Accounting system prescription appropriate bin Approved Backstage action POS prompts Inventory Internal inventory pharmacist to fill management Fulfillment Que management the next script in system system que Line of Internal Interaction - 3 Insurance Payment Benefits drug supplier goods supplier company processor provider pays for Partners remainder script costTuesday, February 26, 13
  • Measures # of people in que, In stock Length of v Rate of pharmacist # of people in que, promised time is Consultations are Clear method of 4 time of que Price wait time time of que full-filled offered refill Time 0-15 min 1-3 min 20 sec 5-45 min or next day 0-15 min 0-15 min 30 sec 25-90 days 5-10 min State ID if controlled Credit card terminal Physical Retail Location In store way finding Prescription/Script substance Loyalty card Signage Insurance Card Perscription bottle Evidence Length of que State ID Prescription Script bins Prescription Store bag Ques and 1 Verifies that Customer Enters pharmacy waits to talk to pharmacist can fill Agrees on time to Ques to pick up Verifies identity Pays for Exits the Requests Refill pharmacist/ fill/pick up prescription Pharmacy Action assistant it on time/on cost Line of Interaction Service Collects script, Insurance, Provides a time Asks identifying Retrieves filled Places information and prescription and prescription and Employees and identifying frame insurance scans the barcode receipt in bag. information. Gives bag to the (HHI) customer 2 Digital & Devices (HCI) Line of Visibility Pharmacist fills Places in POS: payment POS POS Accounting system prescription appropriate bin Approved Backstage action POS prompts Inventory Internal inventory pharmacist to fill management Fulfillment Que management the next script in system system que Line of Internal Interaction - 3 Insurance Payment Benefits drug supplier goods supplier company processor provider pays for Partners remainder script costTuesday, February 26, 13
  • go...Tuesday, February 26, 13
  • StopTuesday, February 26, 13
  • Spend 5 minutes marking the flowing Painpoints Financial Feedback Service Must fix, areas of complaint, opportunities loops strengths drop off points, potential Save money, charge more, Places to measure Aspects that should be failures additional services, etc. service quality maintainedTuesday, February 26, 13
  • go...Tuesday, February 26, 13
  • StopTuesday, February 26, 13
  • Activity 3: Re-design! 20 minTuesday, February 26, 13
  • Your dry cleaner has hired you because he has a few service issues and he knows you are an awesome service designer...Tuesday, February 26, 13
  • 4 other stores in Brooklyn and Manhattan Locations Services Hours Equipment capacity used Laundry mat Willamsburg Drop off dry cleaning 8 am - 10 pm 35% use Wash and fold Dry Cleaning Downtown Brooklyn 8 am - 6 pm 30% use Alteration Dry Cleaning Union Square 8 am - 6 pm 40% use Alteration Laundry mat Murry Hill Drop off dry cleaning 8 am - 10 pm 20% use Wash and foldTuesday, February 26, 13
  • He wants to get more business per store but: - stores are out of space - customers don’t pick up on time - he has trouble acquiring customers outside of a 3 block radius of each store - 85% customers return rateTuesday, February 26, 13
  • A few things to consider when using service blueprints for ideation: - large time gaps between customer actions are always opportunities - movings activities up or down a lane can provide huge innovation opportunities - removing extraneous steps or props can simplify for customersTuesday, February 26, 13
  • go...Tuesday, February 26, 13
  • StopTuesday, February 26, 13
  • Activity 4: Pitch 5 min eachTuesday, February 26, 13
  • When to use this technique...Tuesday, February 26, 13
  • http://www.dubberly.com/articles/designing_for_service.htmlTuesday, February 26, 13
  • BP http://www.dubberly.com/articles/designing_for_service.htmlTuesday, February 26, 13
  • BP BP http://www.dubberly.com/articles/designing_for_service.htmlTuesday, February 26, 13
  • BP BP BP http://www.dubberly.com/articles/designing_for_service.htmlTuesday, February 26, 13
  • A good tool when... you are designing services with a mix of digital and non-digital touchpoints.Tuesday, February 26, 13
  • A good tool when... your clients have lost track of how the service gets produced.Tuesday, February 26, 13
  • A good tool when... many IT systems, people, props, and partners are involved in creating an outcome.Tuesday, February 26, 13
  • A good tool when... seeking to formalize high-touch services into lower touch forms.Tuesday, February 26, 13
  • Socialize them...Tuesday, February 26, 13
  • your blueprintTuesday, February 26, 13
  • Don’t stop with the blueprintTuesday, February 26, 13
  • One of many tools...Tuesday, February 26, 13
  • Service Blueprint Customer Map User Journey System Ecoystem Touchpoint Matrix Source: Chris RisdonTuesday, February 26, 13
  • Enact...Tuesday, February 26, 13
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  • Tuesday, February 26, 13
  • Remember we are designers...Tuesday, February 26, 13
  • We have hands... go build...Tuesday, February 26, 13
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  • @zaic | @momentdesignTuesday, February 26, 13
  • Anatomy of a Service BlueprintA Blueprint is a persona’sexperience through a singleservice journey. Blueprints [Journey Name] — [Persona or Architype]show use case or path overtime. Additional blueprints Qualitymust be used for variations of Measures How is success measured?the service journey. Emotional Customer’s Emotional StateService blueprints also have Journeyaltitude. They come in highand low altitude. A one page Time 00:00:00 00:00:30blueprint provides an overviewand starting point. A low Physical Propsaltitude detailed blueprint is Evidence Placean invaluable managementtool when all IT systems Customer Experiences, Experiences,and support processes are Action Thinking, Thinking,identified. Actions Actions Line of Interaction Service PeopleValue Exchange Employees Process Frontstage Arrow cross = Value exchange Digital & Process DeviceControl & Release Line of Visibility Arrow direction Employees People = control Process dependency Apps Process Backstate Double arrow = Data agreement must be reached to move process Networks forward Line of Internal Interaction Support PartnersCreativity Required Processes People Service staff Process has mandate for creative productionIZAC ROSSService & Interaction Designerwww.izacross.com
  • Touchpoint Palette: The Five P’sSource: Dianna Miller, http://bit.ly/bcis4C People Employees and other customers encountered while the service is produced. Place The physical space or the virtual environment through which the service is delivered. Prop The objects and collateral used to produce the service encounter. Forms, products, signage, etc. Partner Other businesses or entities that help to produce or enhance the service encounter. Process Workflows and rituals that are used to produce the service encounter. The glue that connects people, place, props, and partners.FootnotesDigital version of presentation can be found at izacross.com/blueprintworkshop • Book recommendation: Service Management, James A. Fitzsimmons, http://amzn.to/XnSCe4 • Book recommendation: Services Marketing, Christopher H Lovelock, Jochen Wirtz, http://amzn.to/XLEOt6 • Book recommendation: Service Management and Marketing, Christian Gronroos, http://amzn.to/Y4RPSe • Closing the delivery gap, http://bit.ly/XnSyuH • Designing for Service: Creating an Experience Advantage, http://bit.ly/94Kwny • Designing Services that Deliver, G. Lynn Shostack, http://bit.ly/hDADns • Service Blueprint adapted from a diagram from Dianna Miller
  • Activity 1: CollectInquire or observe what key activities are involved in creating the service outcome. • Make sure to inquire about and note the pain points and strengths of the service. • Observe and note touchpoints (people, props, partners, place, and process) as they occur.AttractWhat makes the customer look for a service like this?How do customers find the service?How do customer compare alternative options?Frontstage BackstageOrientHow does the customer familiarize themselves with the service?What is the initial experience when they walk in?How do they understand the offering?Frontstage BackstageIZAC ROSSService & Interaction Designerwww.izacross.com
  • Interact/UseHow does the customer sign up/start a transaction?How do they purchase the service?What are the interactions between the customer ad touchpoints?Frontstage BackstageRetainHow does the service retain its customers?What keeps a customer coming back?What is in place to compensate customers for an unsatisfactory service experience?Frontstage BackstageIZAC ROSSService & Interaction Designerwww.izacross.com