From: firstname.lastname@example.orgTo: email@example.comSubject: Fluevog order
20110211-00072873Date: Fri, 11 Feb 2011 16:52:38 -0800Hey Samantha,We have both shoes you ordered online here at the Seattle store. If you’d like to pickthem up this weekend and save on shipping let us know otherwise they will ship outMonday.Thanks,LeahJohn Fluevog Shoes205 Pine St.Seattle, WA 98101phone: (206)441-1065fax : (206)firstname.lastname@example.org/fluevogseattle"There are two kinds of people: those who shy away from attention, and those who wearFluevogs." - JF
5 principles 5 methods1. convenient
1. think in terms of services2. connected 2. share the sandbox3. consistent 3. start walking4. contextual 4. comfort in discomfort5. (a) cross time 5. why vs. what 5 tools 1. document 2. experience map 3. get behind the scenes 4. tell a story 5. cross train
questions Pain points – what
are the responses/options the design needs to address? Positive points – what are the things the design must keep or enhance? Are there areas that take more time than we expect ? How can we accommodate? Are all the touchpoints and interactions within our control? Is the reason why a user interacts with us reconciled with how we envision the service?
elements1. customer actions2. physical evidence3.
front stage, customer facing (real time service or self service)4. backstage, enabling actions5. support Processes http://people.ischool.berkeley.edu/~glushko/IS243Readings/ServiceBlueprinting.pdf
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or anyone who can build stuff• Finance• Distribution Center• Customer Service• Innies with outies, outies with innies• Different industriesArtists, architects, museum curators, restaurant workers, baristas, landscapers, hotel managers…