('$!).! (' ,, &' !"#$%
+ (' -' $ * $) +! (! ) !) )+ (*

('$!).!

“Research current situation”
('$!).!

“Research current situation” DELIVERABLES: /
Stakeholders map / Context map / Benchmark report / Customer Journey map / Touchpoint analysis / Ethnographic report / Jobs & Outcomes analyses ('$!).!

('
$$
)(
!

(' “Translating insights into $$
ideas and new opportunities” )( !

(' “Translating insights into $$
ideas and new opportunities” )( ! DELIVERABLES: / Concepts / Moodboards / Scenario’s / Prototypes

(*
)+!
)

) )+! (* “Designing new
services or product/ service combinations ”

) +! DELIVERABLES: ) /
Service blueprint (* / Service ecosystem / Training people / Look-and-Feel / Building touchpoints / Marketing strategy “Designing new services or / Developing campaign product/ service combinations ”

) +! '* +- ,,
('

(' ,, +- '* “Going
to market” +! )

DELIVERABLES: / Rollout / Execution
strategy & campaign / Implementing touchpoints (' / Facilitating ongoing conversations / Co-creating value ,, / Highly competitive service organisation +- '* “Going to market” +! )

“Research current situation”
('$!).!

('$!).! (' ,, &' !"#$%
+ (' -' $ * $) +! (! ) !) )+ (*

&' !"#$%

Amsterdam
February 2011