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The
Service Blueprints
overview
Compiled by Marc Fonteijn - marc@31volts.com - May 2010
http://31v.nl/weblog/2010/05/the-service-blueprints-overview
before you continue
I don’t take any credit for the blueprints you are about to see.
All the rights belong to respectful owners. Everything you will
see in the coming slides is or has been publicly available on
the internet. I’ve done my best to included a reference to the
source of the example where I could.
source: Brandon Schauer - http://www.flickr.com/photos/brandonschauer/3363169836/
source: http://servicedesign.wikispaces.com/Service+Blueprint
source: Jamin Hegeman - http://jamin.org/archives/2008/upmc-neurosurgery-clinic/
source: Benjamin Voss - http://benjaminvoss.wordpress.com/2008/03/20/contextual-inquiries-and-diaries/
Ben Reason
live|work studio ltd
www.livework.com
CONFIDENTIAL
November 2008
ben@livework.co.uk 21
Service Thinking: People
Deliver: Blueprints for new long term neurological conditions service
source: live|work - http://www.livework.co.uk
Ben Reason
live|work studio ltd
www.livework.com
CONFIDENTIAL
November 2008
ben@livework.co.uk 29
Service Thinking: Networks
Compiling themes, issues and needs
source: live|work - http://www.livework.co.uk
source: http://www.cabinetoffice.gov.uk/contact-council/contact-council-resources.aspx#customer-journey
area of visibility
account executives product executives (BTO) operational executives (SO)
P P P PP P P P P P P P PP
script
hazard line
provider’sstepscustomerstepsbackstage
application
support
processes
service
representative
onstagebackstage
implementation
Dialing IBM-HELP to get assistance with Lotus Notes
Carrie Chan | IBM T.J Watson Research Center, Hawthorne NY | 6.15.07
Blueprinting ideas v.4
problem with Lotus
Notes Mail and
Calendar syncing
Lotus Notes
Mail and
Calendar syncing
works
Ticket number
customer’sjourney
i’m pressing ‘3’ and
nothing is happening...
serviceevidence
he’s apologizing for soft-
ware malfunction - is this
the same problem i was
just having? or should i be
worrying about something
else?
how long am i being
put on hold for?
he’s talking really fast
he’s assuming i know all the
IBM language even though I’ve
repeatedly told him I was new
is he even listening to
me? he seems to be
typing a lot. and not
paying attention.
what is a ticket number?
6D1511 is before
6A1511 in the menu
choices... did I hear
6D1511 correctly?
finally, the agent is back
he solved the
problem!
Dislike calling call centers
DIAL TALK TO AGENTNAVIGATE PRE-RECORDED MENU WAIT FOLLOW AGENT’S STEPS TO SOLVE PROBLEM PROBLEM
SOLVED
HANG UP?
Ask customer what
problem they’re having.
Ask for employee serial
number.
Present customer with menu options to
redirect call.
Redirect call after customer inputs a
choice.
Introduce yourself.
Apologize for software
malfunction.
Ask if they are on or
off site.
Look up information regarding
Lotus Notes Mail and Calendar
syncing on database.
Ask what error message
the customer is getting.
Proceed to follow steps outlined in documentation. Ask customer to write down the ticket number.
Email this ticket number to the customer.
Thank customer for calling IBM HELP.
Give introductory speech. Confirm that the
customer’s problem
is solved.
Ask if the customer
has any other
problems.
line of visibility
WAIT FOR CALL INTRODUCTIONDIRECT CALL TO PROPER DEPT. FIND SOLUTION TO PROBLEM WALK CUSTOMER THROUGH PROBLEM SOLUTION GIVE TICKET NUMBERGET PROBLEM CONCLUDE
source: Carrie Chan - http://www.thinkcarrie.com/
source: Mary Jo Bitner - http://www.educause.edu/ero/article/service-blueprinting-transforming-student-experience
source: live|work - http://www.slideshare.net/jlbove/designing-the-intangible-an-introduction-to-service-design-presentation
Service Blueprint
courtesy of live|work Studio Ltd. - http://www.livework.co.uk
SYNERGISTIC
source: FrogDesign - http://www.slideshare.net/frogdesign/innovation-by-10
source: Rachel Shadoan - http://www.flickr.com/photos/rachelshadoan/4171746951/
share your examples
Special thanks to Jess McMullin (http://citizenexperience.com/)
for providing some of the original sources.
Send your feedback or
comments to:
marc@31volts.com

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The Service Blueprints Overview

  • 1. The Service Blueprints overview Compiled by Marc Fonteijn - marc@31volts.com - May 2010 http://31v.nl/weblog/2010/05/the-service-blueprints-overview
  • 2. before you continue I don’t take any credit for the blueprints you are about to see. All the rights belong to respectful owners. Everything you will see in the coming slides is or has been publicly available on the internet. I’ve done my best to included a reference to the source of the example where I could.
  • 3. source: Brandon Schauer - http://www.flickr.com/photos/brandonschauer/3363169836/
  • 5. source: Jamin Hegeman - http://jamin.org/archives/2008/upmc-neurosurgery-clinic/
  • 6. source: Benjamin Voss - http://benjaminvoss.wordpress.com/2008/03/20/contextual-inquiries-and-diaries/
  • 7. Ben Reason live|work studio ltd www.livework.com CONFIDENTIAL November 2008 ben@livework.co.uk 21 Service Thinking: People Deliver: Blueprints for new long term neurological conditions service source: live|work - http://www.livework.co.uk
  • 8. Ben Reason live|work studio ltd www.livework.com CONFIDENTIAL November 2008 ben@livework.co.uk 29 Service Thinking: Networks Compiling themes, issues and needs source: live|work - http://www.livework.co.uk
  • 10. area of visibility account executives product executives (BTO) operational executives (SO) P P P PP P P P P P P P PP script hazard line provider’sstepscustomerstepsbackstage application support processes service representative onstagebackstage implementation Dialing IBM-HELP to get assistance with Lotus Notes Carrie Chan | IBM T.J Watson Research Center, Hawthorne NY | 6.15.07 Blueprinting ideas v.4 problem with Lotus Notes Mail and Calendar syncing Lotus Notes Mail and Calendar syncing works Ticket number customer’sjourney i’m pressing ‘3’ and nothing is happening... serviceevidence he’s apologizing for soft- ware malfunction - is this the same problem i was just having? or should i be worrying about something else? how long am i being put on hold for? he’s talking really fast he’s assuming i know all the IBM language even though I’ve repeatedly told him I was new is he even listening to me? he seems to be typing a lot. and not paying attention. what is a ticket number? 6D1511 is before 6A1511 in the menu choices... did I hear 6D1511 correctly? finally, the agent is back he solved the problem! Dislike calling call centers DIAL TALK TO AGENTNAVIGATE PRE-RECORDED MENU WAIT FOLLOW AGENT’S STEPS TO SOLVE PROBLEM PROBLEM SOLVED HANG UP? Ask customer what problem they’re having. Ask for employee serial number. Present customer with menu options to redirect call. Redirect call after customer inputs a choice. Introduce yourself. Apologize for software malfunction. Ask if they are on or off site. Look up information regarding Lotus Notes Mail and Calendar syncing on database. Ask what error message the customer is getting. Proceed to follow steps outlined in documentation. Ask customer to write down the ticket number. Email this ticket number to the customer. Thank customer for calling IBM HELP. Give introductory speech. Confirm that the customer’s problem is solved. Ask if the customer has any other problems. line of visibility WAIT FOR CALL INTRODUCTIONDIRECT CALL TO PROPER DEPT. FIND SOLUTION TO PROBLEM WALK CUSTOMER THROUGH PROBLEM SOLUTION GIVE TICKET NUMBERGET PROBLEM CONCLUDE source: Carrie Chan - http://www.thinkcarrie.com/
  • 11. source: Mary Jo Bitner - http://www.educause.edu/ero/article/service-blueprinting-transforming-student-experience
  • 12. source: live|work - http://www.slideshare.net/jlbove/designing-the-intangible-an-introduction-to-service-design-presentation Service Blueprint courtesy of live|work Studio Ltd. - http://www.livework.co.uk
  • 13. SYNERGISTIC source: FrogDesign - http://www.slideshare.net/frogdesign/innovation-by-10
  • 14. source: Rachel Shadoan - http://www.flickr.com/photos/rachelshadoan/4171746951/
  • 15. share your examples Special thanks to Jess McMullin (http://citizenexperience.com/) for providing some of the original sources.
  • 16. Send your feedback or comments to: marc@31volts.com