Service Blueprinting for Convergent Channel Experiences - UX STRAT 2013

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Presented by EffectiveUI's director of user experience, Dan Saltzman, at UX STRAT, September 2013.

The key to sustained success within an omnichannel ecosystem is identifying and articulating the points of crossover and creating strategies to specifically address these moments of opportunity. In this session, Dan Saltzman will present a Service Blueprint Swimlane framework that has been used to help a number of clients create a vision and strategy for engaging customers within and across channels. This framework can be immediately deployed by both internal and external UX/CX professionals to help articulate omnichannel opportunities and to build consensus among teammates and stakeholders in crafting strategy.

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Service Blueprinting for Convergent Channel Experiences - UX STRAT 2013

  1. 1. Service Blueprinting for Convergent Channel Experiences Dan Saltzman, Director of User Experience
  2. 2. There is no such thing as starting from scratch.
  3. 3. Service Blueprinting • Visualize current state of disparate channel experience • Low fidelity / low barrier to engagement • Maintains customer POV
  4. 4. The Framework
  5. 5. The Tools WHAT' ? WHY? WHAT TECHNOLOGY? #1 $ People Events What they’re saying/thinking Wins or painpoints Opportunities for ROI
  6. 6. Case Study: Specialized Cancer Treatment Hospital
  7. 7. Case Study: Major Retail Bank
  8. 8. Thank You. Dan Saltzman Director of User Experience @fiveseveneighty For Service Blueprinting Templates & Resources, please visit: share.effectiveui.com/ServiceBlueprinting www.slideshare.net/effectiveui

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