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En France, de plus en plus d’établissements d’enseignement supérieur proposent des programmes spécialisés en modes alternatifs de règlement des différends. Plus étonnamment en revanche, les institutions d’arbitrage chargées de l’administration du règlement des différends, dispensent peu de formations spécifiquement destinées aux arbitres pour les sensibiliser au fonctionnement pratique.
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5 Public speaking tips from TED - Visualized summary
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Beginners Guide to TikTok for Search - Rachel Pearson - We are Tilt __ Bright...
服务蓝图实战
1.
服务蓝图实战 从首次使用说起
2.
The [service] blueprint
is an operational tool that describes the nature and the characteristics of the service interaction in enough detail to verify, implement and maintain it. — http://servicedesigntools.org/
3.
产品背景 院外医疗服务 慢病患者 主打会员产品 有一个半成品智能辅助工具 可用于检测用药风险
4.
NICE VISION
5.
POOR DESIGN 出于”Fail fast”的考虑,只设计了开展业务所需特性的最原始版 本,导致业务与患者沟通的主要触点是: 办公室,纸质报表,客服人员…… 只能当面签约 需要采集患者的健康档案 通过App只能进行预约和查看结果 签约合同
健康档案 纸质收据
6.
1.0时代 我们只给长期用户提供医疗服务,不鼓励短期访问 业务功能是核心,初版完成它就行 线上来不及开发的功能,都可以挪到线下来完成 怕用户对信息造假,宁可过程繁琐也要保证信息准确, 流程长一点显得专业(造假的风险承受者到底是谁?)
7.
V1.0 服务蓝图 用户 行为 前端 联系 后端 联系 支撑 体系 场所 登录页 登录 触点 可见性 校验用 户身份 访问 前台 浏览 首页 首页 欢迎 介绍 服务 咨询 接待室 描述 病情 记录用 户信息 离开 决定 签约 准备 合同 匹配 药师 支付 收费 签约 签订 合同 试用 使用 指导 应用 市场 下载 安装 协助 安装 保存 用户 创建 用户 内部 触点 收集 档案 关联 药师 指派 药师 接待室 告别 接触场所 (办公室或App) 流程节点 后台系统能力 图例
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缺陷 用户 行为 前端 联系 后端 联系 支撑 体系 场所 登录页 登录 触点 可见性 校验用 户身份 访问 前台 浏览 首页 首页 欢迎 介绍 服务 咨询 接待室 描述 病情 记录用 户信息 离开 决定 签约 准备 合同 匹配 药师 支付 收费 签约 签订 合同 试用 使用 指导 应用 市场 下载 安装 协助 安装 保存 用户 创建 用户 内部 流程 收集 档案 关联 药师 指派 药师 接待室 告别 Q2: 路径冗长,模拟测试 中完成整个过程需要一个 半小时 Q3:
整个签约过程中用户都 缺乏与药师直接接触的机会 ,如何建立信任? Q6: 完全依赖线下引流, 在地推之外如何获客? Q5: 必须签约才能 使用服务,准入成 本极高 Q4: APP中没有可浏览的内 容,除预约外用户没有任何 使用它的理由 Q1: 用户为什么要大老远 跑到到公司来访问?
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那么问题来了 一年10000,买还是不买?
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2.0 少想自己,多想客户
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设计解决办法 用户 行为 前端 联系 后端 联系 支撑 体系 场所 登录页 提示登 录 登录 触点 可见性 校验用 户身份 访问 前台 浏览首 页 首页 欢迎 介绍 服务 咨询 接待室 描述 病情 记录用 户信息 离开 决定 签约 准备 合同 匹配 药师 支付 收费 签约 签订 合同 试用 使用 指导 应用 市场 下载 安装 协助 安装 保存 用户 创建 用户 内部 流程 收集 档案 关联 药师 指派 药师 接待室 告别 Q2: 路径冗长,模拟测试 中完成整个过程需要一个 半小时 Q3: 整个签约过程中用户都 缺乏与药师直接接触的机会 ,如何建立信任? Q6:
完全依赖线下引流, 在地推之外如何获客? Q5: 必须签约才能 使用服务,准入成 本极高 Q4: APP中没有可浏览的内 容,除预约外用户没有任何 使用它的理由 Q1: 用户为什么要大老远 跑到到公司来访问? 通过App远程即 可签约 信息抽象,对于 常见慢病患者, 采集关键信息, 结合标签的使用 简化录入过程 提供药师名 录和履历 1. 提供健康资讯 2. 具化医嘱为待办 事项和定时提醒 ,增加使用频率 提供轻量级服务, 使所有用户都有机 会使用 提供轻量级服务,使 用户有机会尝试 1. 定期抛出体验活动 ,降低用户使用服 务的门槛 2. 配合质控和标准化 手段 引入线上传播手 段
12.
用户 行为 前端 联系 后端 联系 支撑 体系 场所 触点 访问 浏览 首页 首页 用户 引导 内部 触点 初装 APP 健康 资讯 客服 版块 介绍 服务 电话 咨询 健康 档案 用户 注册 创建 用户 保存 用户 描述 病情 保存健 康档案 匹配 药师 浏览 药师 药师 档案 专家 药师 签约 电子 合同 支付 缴费 记录 线上 结算 线上签约 会员 引导 咨询 药师 风险 自查 咨询 流程 (略) 自查 流程 (略) 咨询 药师 咨询 流程 (略) 药师 下嘱 生成 待办 TODO List 文本 医嘱 创建 账号 记录 档案 选择 支付 第三方 支付 客服 确认 药师 问诊 V2.0 服务蓝图
13.
V2.0 服务蓝图 用户 行为 前端 联系 后端 联系 支撑 体系 场所 触点 可见性 访问 浏览 首页 首页 用户 引导 内部 触点 初装 APP 健康 资讯 客服 版块 介绍 服务 电话 咨询 健康 档案 用户 注册 创建 用户 保存 用户 描述 病情 保存健 康档案 匹配 药师 浏览 药师 药师 档案 专家 药师 签约 电子 合同 支付 缴费 记录 线上 结算 线上签约 会员 引导 咨询 药师 风险 自查 咨询 流程 (略) 自查 流程 (略) 咨询 药师 咨询 流程 (略) 药师 下嘱 生成 待办 TODO List 文本 医嘱 用户接触场景 改为线上,加 入引导 加入资讯类内容 强化用户接触( 独立产品) 改动后的节点 图例 创建 账号 记录 档案 选择 支付 第三方 支付 客服 确认 药师 问诊
14.
用户 行为 前端 联系 后端 联系 支撑 体系 场所 触点 访问 浏览 首页 首页 用户 引导 内部 触点 初装 APP 健康 资讯 客服 版块 介绍 服务 电话 咨询 健康 档案 用户 注册 创建 用户 保存 用户 描述 病情 保存健 康档案 匹配 药师 浏览 药师 药师 档案 专家 药师 签约 电子 合同 支付 缴费 记录 线上 结算 线上签约 会员 引导 咨询 药师 风险 自查 咨询 流程 (略) 自查 流程 (略) 咨询 药师 咨询 流程 (略) 药师 下嘱 生成 待办 TODO List 文本 医嘱 创建 账号 记录 档案 选择 支付 第三方 支付 客服 确认 药师 问诊 V2.0 服务蓝图 降低流程中对客 服的依赖,现在 仅限于咨询和异 常处理 针对目标病种设计 了病历,配合数十 个标签简化病历的 录入过程
15.
用户 行为 前端 联系 后端 联系 支撑 体系 场所 触点 访问 浏览 首页 首页 用户 引导 内部 触点 初装 APP 健康 资讯 客服 版块 介绍 服务 电话 咨询 健康 档案 用户 注册 创建 用户 保存 用户 描述 病情 保存健 康档案 匹配 药师 浏览 药师 药师 档案 专家 药师 签约 电子 合同 支付 缴费 记录 线上 结算 线上签约 会员 引导 咨询 药师 风险 自查 咨询 流程 (略) 自查 流程 (略) 咨询 药师 咨询 流程 (略) 药师 下嘱 生成 待办 TODO List 文本 医嘱 创建 账号 记录 档案 选择 支付 第三方 支付 客服 确认 药师 问诊 V2.0 服务蓝图 针对目标病种设计了病 历,配合数十个标签简 化病历的录入过程 1. 开放签约之外的单 次咨询服务 2.
设计药师档案,增 加药师履历 3. 设定药师投放顺序 签约缴费等行为完 全转为线上 开发风险自测产品 ,进一步增加体验 机会
16.
用户 行为 前端 联系 后端 联系 支撑 体系 场所 触点 访问 浏览 首页 首页 用户 引导 内部 触点 初装 APP 健康 资讯 客服 版块 介绍 服务 电话 咨询 健康 档案 用户 注册 创建 用户 保存 用户 描述 病情 保存健 康档案 匹配 药师 浏览 药师 药师 档案 专家 药师 签约 电子 合同 支付 缴费 记录 线上 结算 线上签约 会员 引导 咨询 药师 风险 自查 咨询 流程 (略) 自查 流程 (略) 咨询 药师 咨询 流程 (略) 药师 下嘱 生成 待办 TODO List 文本 医嘱 创建 账号 记录 档案 选择 支付 第三方 支付 客服 确认 药师 问诊 V2.0 服务蓝图 具化医嘱,以待办 的形式强化交付感 受和粘滞度 (源于客户调查)
17.
商务与运营同步行动 Promotion Plan 运营 推广 商务 合作 电视台 健康栏目 (合作) 公众号 服务试用 微信 传播 体验活动 机构 合作 药师 明星 分销
18.
V2.0发布 客户反馈 电话调查:药师和客户对于待办和 文本化医嘱(实为注意事项)反馈 良好,当然还有改进建议。 客户对于输入病历的过程也能接受。 资金 接入用户 开始出现正向现金流 效率 客服接入一个客户的成本从平均2 小时/人降为约30分钟/人,随之而 来的是客服人力需求下降 咨询电话次数增加
19.
是什么和不是什么 那么,服务蓝图能干什么
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它能 识别用户触点,从而在有限的资源下有针 对性地发力改进 识别问题,所有节点放在一块,特别容易 发现瓶颈 维护和记录服务全景
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它不能 当做需求使用,因为分析层面较高,细节程度不 够 用于评估工作量,理由同上 指导分工,由于缺少显性的干系人列表 当做服务的完美范本,因为每一个节点, 甚至是整个蓝图,都需要不断重构
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结语 多数互联网业务都是一项服务,服务 蓝图特别适用于在产品分析时用于列 举用户触点,从而使团队能够从中识 别出瓶颈所在以便有针对性地进行改 进。 它更应当被当做一根脊柱 ,只有每一根肋骨都健康,服务 主体才能站立行走 它永远无法替代产品汪的创造性 思维 由于服务会演进,维护服务蓝图 与现状的一致性也会是一项巨大 的工作量
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THANK YOU
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