Experience Mesh: Harmonic Design
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Slide presentation delivered during the virtual Global Service Design Network conference in October 2020. (Harmonic Design copyrights)
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Experience Mesh: Harmonic Design
- 1. Experience Mesh Collaborative sensemaking for multi-actor service experiences
- 2. Simple sense-making technique driven by a storytelling activity that combines multiple protagonists’ stories in one single view of a service experience. What is Mesh? Method Overview
- 3. What is Mesh for? Method Overview To identify opportunities for optimizing and reimagining service experiences across the organization To surface individual and collective needs to align on opportunities across the organization To visualize experience gaps across actors (e.g, waiting or communication gaps) at a larger ecosystem scale To evaluate interdependent and shared moments among actors in a sequence of time
- 4. • A deliverable • Driven by technical requirements • About the details (it’s about understanding each actor’s experience and needs) What isn’t Mesh? Method Overview
- 5. When to use it? Early in the process to build alignment across stakeholders on key areas of focus Things to consider Scope and Participants What types of projects? Cross-collaborative initiatives that can benefit from inside- out/outside-in perspectives Who to invite? Consider working with 3-4 actors at a time and select SMEs that can represent the selected actors Roles in the session • Main facilitator • Small group facilitator(s) • Note Taker(s) • SMEs • Mix level of participants
- 6. Work in separate small groups and describe each actors’ experiences How does it work? Pre-session: Core Team Members decide which actors would best fit the project scope Share out stories from each protagonists and facilitate entire group discussion *make sure to take notes about findings Call out interdependent and shared moments across actors Vote on which opportunity areas to investigate further Post-session: Select the best method to help solve for the challenges represented in the mesh 1 2 3 4 5 6 7 Identify key moments of each actor’s stories
- 7. B2B2C In-person: Three (3) actors
- 8. Triggers: Word of mouth (Friends) Family Finding my agent Setting up a time to talk to my agent Learning about my options Receiving my order summary Agreeing to terms Going about my day Receiving log-in email invitation Receiving welcome package Creating account Choosing the service I want Reaching out for general inquiry Reviewing personal info Receiving first bill Paying my first bill Receiving follow-up from agent (yearly, monthly?) Required by landlord Comparing multiple offers Learning about coverages Understanding landlord requirements in order to meet them Feeling pressured to make a decision How do you know when you are working with the right agent? Having a get- to-know-me conversation with the Agent key Deciding what I want Checking my inventory Receiving advice from agent key Discussing payment plan options Signing agreement Telling roommates about experience signing up with insurance company Understanding my options Finding out about eligibility Getting copy of signed agreement Making down payment Getting a notification about new customer key Scheduling meeting Meeting with Customer Providing options to customers Confirming basic information Offering additional products/ services Confirming application info w/ customer Providing verbal order summary Asking for payment info Sending email for account creation Application approval process Identifying possible service options Consulting on best options Having a conversation w/ customer about needs Following- up with Customer Asking underwriting questions Talking with customer yearly to discuss renewing Entering customer info Providing the customer a quote Refining the customer quote Billing system is not where we want it to be in the future Communication channel varies by agent comfort level Dependency on agent technological capabilities Look for cross-sell opportunities Referrals Providing personal info Consultation Event Feeling that I'm being understood. Feeling I'm getting personalized customer service. Trust aspect to this interaction Building trust with my agent, feel that I'm being heard. Exit After this conversation, I feel confident that I know what I need. I understand what my options are and I know where to get what I need how and where will customers pay in the future? Discussing terms/agreement with spouse before agreeing How is this moment handled? Getting in touch with customer B2B2C Remote: Two (2) actors
- 9. B2C Remote: Four (4) actors Confirming if order is ready Confirming customer info Receiving customer call Providing a waiting time estimate REPETITIVE PATTERN Confirming customer info Receiving customer call Providing a waiting time estimate Confirming if order is ready REPETITIVE PATTERN Receiving the order Shopping items from the order Confirming item inventory Completing order Sending customer a text message to confirm item swap Receiving the order Shopping items from the order Confirming item inventory Completing order Sending customer a text message to confirm item swap Phone Support Associate Customer Moments Pick-up Grocery Associate Preparing for my visit to the grocery store. Going to the grocery store Getting in pickup line Grocery Shoppers "X" Receiving the order Shopping items from the order Confirming item inventory Parking in pickup spot Contacting pickup associate Preparing car for groceries Waiting Receiving the order receipt Sanitizing Receiving groceries Going home Handing- off order receipt Loading customer car with groceries Placing my order Completing order* (system trigger) Sending customer a text message to confirm item swap Receives notification about order completion Receives customer's pick-up spot number Picking up customer order and receipt Handing- off order receipt Loading customer car with groceries Confirming customer order is ready Picking up customer order and receipt Confirming customer info Receiving customer call Providing a waiting time estimate Confirming if order is ready* (system trigger) Confirming customer info Receiving customer call Providing a waiting time estimate Confirming if order is ready REPETITIVE PATTERN REPETITIVE PATTERN REPETITIVE PATTERN REPETITIVE PATTERN
- 10. Emphasizes the emotional experiential side of multi-actor stories going beyond a single protagonist How this differs from other methods Lower learning curve for non designers to engage with compared to journey mapping/ ecosystem mapping/ blueprinting Provides a space for discovery that accounts for more than one actor’s needs Unlike service blueprints, does not require defining experience details (e.g. frontstage/ backstage/support systems)
- 11. Meshing with Other Methods How Mesh complements other service design methods and Q&A
- 12. Contents Service Design 6 About Harmonic Design 7 Why we exist 9 How we do it 10 Our pitch 13 Key phrases 14 Our personality 15 Our people 17 Our services & products 19 Primary Audience: 20 Clients Who are our clients 21 What do clients want from 22 service design Desired client impacts 23 The client’s future 24 Our promise 26 Client persona 27 Secondary Audience: 34 Talent Talent persona 35 with Harmonic Ideal talent impacts 38 Tertiary Audience: 40 Community Influencers Community influencer 41 demographics Ideal community 43 influencer impacts Meshing with other methods • Early opportunity identification and ideation • Ecosystem Mapping • Jobs, Pains, Gains • Contextual Research • Service Blueprinting Contents Service Design 6 About Harmonic Design 7 Why we exist 9 How we do it 10 Our pitch 13 Key phrases 14 Our personality 15 Our people 17 Our services & products 19 Primary Audience: 20 Clients Who are our clients 21 What do clients want from 22 service design Desired client impacts 23 The client’s future 24 Our promise 26 Client persona 27 Secondary Audience: 34 Talent Talent persona 35 with Harmonic Ideal talent impacts 38 Tertiary Audience: 40 Community Influencers Community influencer 41 demographics Ideal community 43 influencer impacts
- 13. Contents Service Design 6 About Harmonic Design 7 Why we exist 9 How we do it 10 Our pitch 13 Key phrases 14 Our personality 15 Our people 17 Our services & products 19 Primary Audience: 20 Clients Who are our clients 21 What do clients want from 22 service design Desired client impacts 23 The client’s future 24 Our promise 26 Client persona 27 Secondary Audience: 34 Talent Talent persona 35 with Harmonic Ideal talent impacts 38 Tertiary Audience: 40 Community Influencers Community influencer 41 demographics Ideal community 43 influencer impacts Early Opportunities and Ideation Contents Service Design 6 About Harmonic Design 7 Why we exist 9 How we do it 10 Our pitch 13 Key phrases 14 Our personality 15 Our people 17 Our services & products 19 Primary Audience: 20 Clients Who are our clients 21 What do clients want from 22 service design Desired client impacts 23 The client’s future 24 Our promise 26 Client persona 27 Secondary Audience: 34 Talent Talent persona 35 with Harmonic Ideal talent impacts 38 Tertiary Audience: 40 Community Influencers Community influencer 41 demographics Ideal community 43 influencer impacts M M M M M M M M M M M M M M Moments Actors M M M M M M M M M M M M M M M M M M M M M M M M ACTOR 1 ACTOR 2 ACTOR 3 ACTOR 4 Mesh for Opportunities • Shared Moments • Conflicting Moments • Gaps • Define the opportunity • Brainstorm initial thoughts HMW HMW HMW HMW M
- 14. Contents Service Design 6 About Harmonic Design 7 Why we exist 9 How we do it 10 Our pitch 13 Key phrases 14 Our personality 15 Our people 17 Our services & products 19 Primary Audience: 20 Clients Who are our clients 21 What do clients want from 22 service design Desired client impacts 23 The client’s future 24 Our promise 26 Client persona 27 Secondary Audience: 34 Talent Talent persona 35 with Harmonic Ideal talent impacts 38 Tertiary Audience: 40 Community Influencers Community influencer 41 demographics Ideal community 43 influencer impacts Early Opportunities and Ideation Contents Service Design 6 About Harmonic Design 7 Why we exist 9 How we do it 10 Our pitch 13 Key phrases 14 Our personality 15 Our people 17 Our services & products 19 Primary Audience: 20 Clients Who are our clients 21 What do clients want from 22 service design Desired client impacts 23 The client’s future 24 Our promise 26 Client persona 27 Secondary Audience: 34 Talent Talent persona 35 with Harmonic Ideal talent impacts 38 Tertiary Audience: 40 Community Influencers Community influencer 41 demographics Ideal community 43 influencer impacts M M M M M M M M M M M M M M Moments Actors M M M M M M M M M M M M M M M M M M M M M M M M ACTOR 1 ACTOR 2 ACTOR 3 ACTOR 4 HMW HMW HMW HMW OUTCOMES finding and recognizing the new hire to escort them in Functional feeling physically and emotionally safe emotional Get the equipment I need to do my job in a timely and efficient manner Functional Be confident and knowledgeable about the set up process and who to ask if I have any questions or issues emotional successfully accomplish equipment request Get what I need to be ready to start work making a meaningful connection with new hire Feel confident that I've equipped new hire with the right equipment emotional Deliver all the equipment needed for a new hire to successfully do their job from day one Functional Moment Meeting with New hire to get badge and laptop Get technically setup so I can access all the systems needed to successfully do my job Functional Knowing where to go and who to meet to get my new equipment Functional a predictable schedule so they can get back to their other work Functional Authenticate user ID, password and install apps/programs based on hiring manager request Functional Make a good impression when I meet the Hiring Manager for the first time in person emotional knowing their role in the process Functional being able to answer the new hire's questions Functional being seen as competent by their new employee emotional not being stressed so they can focus on their new employee emotional Demonstrate a level of competency about my new technical equipment emotional not disrupting the rest of their day Feel safe being around my new coworkers emotional being a team with to their IT colleagues to support the new hire support hiring manager needs Increased excitement that they made the right choice to join the company Moment Getting my laptop Moment: Delivering laptop to new hire Moment Monitoring Progress HR Mgr Hiring Mgr New Hire IT Tech M
- 15. Contents Service Design 6 About Harmonic Design 7 Why we exist 9 How we do it 10 Our pitch 13 Key phrases 14 Our personality 15 Our people 17 Our services & products 19 Primary Audience: 20 Clients Who are our clients 21 What do clients want from 22 service design Desired client impacts 23 The client’s future 24 Our promise 26 Client persona 27 Secondary Audience: 34 Talent Talent persona 35 with Harmonic Ideal talent impacts 38 Tertiary Audience: 40 Community Influencers Community influencer 41 demographics Ideal community 43 influencer impacts Early Opportunities and Ideation Contents Service Design 6 About Harmonic Design 7 Why we exist 9 How we do it 10 Our pitch 13 Key phrases 14 Our personality 15 Our people 17 Our services & products 19 Primary Audience: 20 Clients Who are our clients 21 What do clients want from 22 service design Desired client impacts 23 The client’s future 24 Our promise 26 Client persona 27 Secondary Audience: 34 Talent Talent persona 35 with Harmonic Ideal talent impacts 38 Tertiary Audience: 40 Community Influencers Community influencer 41 demographics Ideal community 43 influencer impacts M M M M M M M M M M M M M M Moments Actors M M M M M M M M M M M M M M M M M M M M M M M M ACTOR 1 ACTOR 2 ACTOR 3 ACTOR 4 HMW HMW HMW HMW M
- 16. Contents Service Design 6 About Harmonic Design 7 Why we exist 9 How we do it 10 Our pitch 13 Key phrases 14 Our personality 15 Our people 17 Our services & products 19 Primary Audience: 20 Clients Who are our clients 21 What do clients want from 22 service design Desired client impacts 23 The client’s future 24 Our promise 26 Client persona 27 Secondary Audience: 34 Talent Talent persona 35 with Harmonic Ideal talent impacts 38 Tertiary Audience: 40 Community Influencers Community influencer 41 demographics Ideal community 43 influencer impacts Ecosystem informs Mesh • Identify potential actors • Relationships to one another • Priority Ecosystem mapping Contents Service Design 6 About Harmonic Design 7 Why we exist 9 How we do it 10 Our pitch 13 Key phrases 14 Our personality 15 Our people 17 Our services & products 19 Primary Audience: 20 Clients Who are our clients 21 What do clients want from 22 service design Desired client impacts 23 The client’s future 24 Our promise 26 Client persona 27 Secondary Audience: 34 Talent Talent persona 35 with Harmonic Ideal talent impacts 38 Tertiary Audience: 40 Community Influencers Community influencer 41 demographics Ideal community 43 influencer impacts Actors Key Activities Influencing Factors Artifacts, Touchpoints, Places, Specific Activities Customer Roommate Dependent Researching utilities Searching for a rental home Interacting with new landlord Culture of local community Population density of local Family Considering risk for first time Getting advice Apartment complex websites Rental listing aggregators Influencing Factors Artifacts, Touchpoints, Places, Specific Activities Splitting rent Getting a larger apartment Moving to a secure area Comparing rates across carriers insurance Near work Near certain area of town for personal interests Assessing Renters Insurance Comparing rates across utility carriers Changing mailing billing address finding local businesses / merchants / amenitites Signing up for paperless/ digital communications Getting packages at new address Getting in touch with insurance Agent Learning what their best options are for rental insurance Learning about what is offered with renters insurance website phone call Text Zoom/video conference Facebook messange r/webchat providing proof of insurance to landlord Email Local or non-local landlord New Job Closer to family Kids - school system - school selection Mailer / brochure Job loss or salary cut, change in economic status Second property College Vacation home
- 17. Contents Service Design 6 About Harmonic Design 7 Why we exist 9 How we do it 10 Our pitch 13 Key phrases 14 Our personality 15 Our people 17 Our services & products 19 Primary Audience: 20 Clients Who are our clients 21 What do clients want from 22 service design Desired client impacts 23 The client’s future 24 Our promise 26 Client persona 27 Secondary Audience: 34 Talent Talent persona 35 with Harmonic Ideal talent impacts 38 Tertiary Audience: 40 Community Influencers Community influencer 41 demographics Ideal community 43 influencer impacts Ecosystem mapping Contents Service Design 6 About Harmonic Design 7 Why we exist 9 How we do it 10 Our pitch 13 Key phrases 14 Our personality 15 Our people 17 Our services & products 19 Primary Audience: 20 Clients Who are our clients 21 What do clients want from 22 service design Desired client impacts 23 The client’s future 24 Our promise 26 Client persona 27 Secondary Audience: 34 Talent Talent persona 35 with Harmonic Ideal talent impacts 38 Tertiary Audience: 40 Community Influencers Community influencer 41 demographics Ideal community 43 influencer impacts Actors Key Activities Influencing Factors Artifacts, Touchpoints, Places, Specific Activities Customer Roommate Dependent Researching utilities Searching for a rental home Interacting with new landlord Culture of local community Population density of local Family Considering risk for first time Getting advice Apartment complex websites Rental listing aggregators Influencing Factors Artifacts, Touchpoints, Places, Specific Activities Splitting rent Getting a larger apartment Moving to a secure area Comparing rates across carriers insurance Near work Near certain area of town for personal interests Assessing Renters Insurance Comparing rates across utility carriers Changing mailing billing address finding local businesses / merchants / amenitites Signing up for paperless/ digital communications Getting packages at new address Getting in touch with insurance Agent Learning what their best options are for rental insurance Learning about what is offered with renters insurance website phone call Text Zoom/video conference Facebook messange r/webchat providing proof of insurance to landlord Email Local or non-local landlord New Job Closer to family Kids - school system - school selection Mailer / brochure Job loss or salary cut, change in economic status Second property College Vacation home Moments Actors ACTOR 1 ACTOR 2 ACTOR 3 ACTOR 4 M M M M M M M M M M M M M M M M M M M M M
- 18. Contents Service Design 6 About Harmonic Design 7 Why we exist 9 How we do it 10 Our pitch 13 Key phrases 14 Our personality 15 Our people 17 Our services & products 19 Primary Audience: 20 Clients Who are our clients 21 What do clients want from 22 service design Desired client impacts 23 The client’s future 24 Our promise 26 Client persona 27 Secondary Audience: 34 Talent Talent persona 35 with Harmonic Ideal talent impacts 38 Tertiary Audience: 40 Community Influencers Community influencer 41 demographics Ideal community 43 influencer impacts Jobs, Pains, Gains Contents Service Design 6 About Harmonic Design 7 Why we exist 9 How we do it 10 Our pitch 13 Key phrases 14 Our personality 15 Our people 17 Our services & products 19 Primary Audience: 20 Clients Who are our clients 21 What do clients want from 22 service design Desired client impacts 23 The client’s future 24 Our promise 26 Client persona 27 Secondary Audience: 34 Talent Talent persona 35 with Harmonic Ideal talent impacts 38 Tertiary Audience: 40 Community Influencers Community influencer 41 demographics Ideal community 43 influencer impacts M M M M M M M M ACTOR 2 J J J J J J J J J J J Job Job Moments comprise Jobs • Identify Jobs for each Moment (Functional aspects) • Emotional aspects can inform Pains and Gains
- 19. Contents Service Design 6 About Harmonic Design 7 Why we exist 9 How we do it 10 Our pitch 13 Key phrases 14 Our personality 15 Our people 17 Our services & products 19 Primary Audience: 20 Clients Who are our clients 21 What do clients want from 22 service design Desired client impacts 23 The client’s future 24 Our promise 26 Client persona 27 Secondary Audience: 34 Talent Talent persona 35 with Harmonic Ideal talent impacts 38 Tertiary Audience: 40 Community Influencers Community influencer 41 demographics Ideal community 43 influencer impacts Jobs, Pains, Gains Contents Service Design 6 About Harmonic Design 7 Why we exist 9 How we do it 10 Our pitch 13 Key phrases 14 Our personality 15 Our people 17 Our services & products 19 Primary Audience: 20 Clients Who are our clients 21 What do clients want from 22 service design Desired client impacts 23 The client’s future 24 Our promise 26 Client persona 27 Secondary Audience: 34 Talent Talent persona 35 with Harmonic Ideal talent impacts 38 Tertiary Audience: 40 Community Influencers Community influencer 41 demographics Ideal community 43 influencer impacts ACTOR 1 ACTOR 2 ACTOR 3 ACTOR 4
- 20. Contents Service Design 6 About Harmonic Design 7 Why we exist 9 How we do it 10 Our pitch 13 Key phrases 14 Our personality 15 Our people 17 Our services & products 19 Primary Audience: 20 Clients Who are our clients 21 What do clients want from 22 service design Desired client impacts 23 The client’s future 24 Our promise 26 Client persona 27 Secondary Audience: 34 Talent Talent persona 35 with Harmonic Ideal talent impacts 38 Tertiary Audience: 40 Community Influencers Community influencer 41 demographics Ideal community 43 influencer impacts Contextual Research Contents Service Design 6 About Harmonic Design 7 Why we exist 9 How we do it 10 Our pitch 13 Key phrases 14 Our personality 15 Our people 17 Our services & products 19 Primary Audience: 20 Clients Who are our clients 21 What do clients want from 22 service design Desired client impacts 23 The client’s future 24 Our promise 26 Client persona 27 Secondary Audience: 34 Talent Talent persona 35 with Harmonic Ideal talent impacts 38 Tertiary Audience: 40 Community Influencers Community influencer 41 demographics Ideal community 43 influencer impacts Moments Actors M M M M M M M M M M M M M M Moments Actors M M M M M M M M M M M M M M M M M M M M M M M M ACTOR 1 ACTOR 2 ACTOR 3 ACTOR 4 M Research panning • Evaluate what is known and where we still have questions • Which actors should be prioritized? • What part of the experience should we dive deep? • How can shape our research to better understand shared moments?
- 21. Contents Service Design 6 About Harmonic Design 7 Why we exist 9 How we do it 10 Our pitch 13 Key phrases 14 Our personality 15 Our people 17 Our services & products 19 Primary Audience: 20 Clients Who are our clients 21 What do clients want from 22 service design Desired client impacts 23 The client’s future 24 Our promise 26 Client persona 27 Secondary Audience: 34 Talent Talent persona 35 with Harmonic Ideal talent impacts 38 Tertiary Audience: 40 Community Influencers Community influencer 41 demographics Ideal community 43 influencer impacts Service Blueprinting Contents Service Design 6 About Harmonic Design 7 Why we exist 9 How we do it 10 Our pitch 13 Key phrases 14 Our personality 15 Our people 17 Our services & products 19 Primary Audience: 20 Clients Who are our clients 21 What do clients want from 22 service design Desired client impacts 23 The client’s future 24 Our promise 26 Client persona 27 Secondary Audience: 34 Talent Talent persona 35 with Harmonic Ideal talent impacts 38 Tertiary Audience: 40 Community Influencers Community influencer 41 demographics Ideal community 43 influencer impacts M M M M M M M M M M M M M M ACTOR 2 ACTOR 3 Blueprint the Moments • Tell the story of each moment and what it will take to deliver the experience • Analyze the moments and consider who should be the primary actor for a given scenario, then flip the script and use another actor and their moments
- 22. Contents Service Design 6 About Harmonic Design 7 Why we exist 9 How we do it 10 Our pitch 13 Key phrases 14 Our personality 15 Our people 17 Our services & products 19 Primary Audience: 20 Clients Who are our clients 21 What do clients want from 22 service design Desired client impacts 23 The client’s future 24 Our promise 26 Client persona 27 Secondary Audience: 34 Talent Talent persona 35 with Harmonic Ideal talent impacts 38 Tertiary Audience: 40 Community Influencers Community influencer 41 demographics Ideal community 43 influencer impacts Service Blueprinting Contents Service Design 6 About Harmonic Design 7 Why we exist 9 How we do it 10 Our pitch 13 Key phrases 14 Our personality 15 Our people 17 Our services & products 19 Primary Audience: 20 Clients Who are our clients 21 What do clients want from 22 service design Desired client impacts 23 The client’s future 24 Our promise 26 Client persona 27 Secondary Audience: 34 Talent Talent persona 35 with Harmonic Ideal talent impacts 38 Tertiary Audience: 40 Community Influencers Community influencer 41 demographics Ideal community 43 influencer impacts M M M M M M M M M M M M M M ACTOR 2 ACTOR 3 Blueprint the Moments • Tell the story of each moment and what it will take to deliver the experience • Analyze the moments and consider who should be the primary actor for a given scenario, then flip the script and use another actor and their moments
- 23. Contents Service Design 6 About Harmonic Design 7 Why we exist 9 How we do it 10 Our pitch 13 Key phrases 14 Our personality 15 Our people 17 Our services & products 19 Primary Audience: 20 Clients Who are our clients 21 What do clients want from 22 service design Desired client impacts 23 The client’s future 24 Our promise 26 Client persona 27 Secondary Audience: 34 Talent Talent persona 35 with Harmonic Ideal talent impacts 38 Tertiary Audience: 40 Community Influencers Community influencer 41 demographics Ideal community 43 influencer impacts Service Blueprinting Contents Service Design 6 About Harmonic Design 7 Why we exist 9 How we do it 10 Our pitch 13 Key phrases 14 Our personality 15 Our people 17 Our services & products 19 Primary Audience: 20 Clients Who are our clients 21 What do clients want from 22 service design Desired client impacts 23 The client’s future 24 Our promise 26 Client persona 27 Secondary Audience: 34 Talent Talent persona 35 with Harmonic Ideal talent impacts 38 Tertiary Audience: 40 Community Influencers Community influencer 41 demographics Ideal community 43 influencer impacts M M M M M M M M M M M M ACTOR 2 ACTOR 3 Blueprint the Moments • Tell the story of each moment and what it will take to deliver the experience • Analyze the moments and consider who should be the primary actor for a given scenario, then flip the script and use another actor and their moments
- 24. Contents Service Design 6 About Harmonic Design 7 Why we exist 9 How we do it 10 Our pitch 13 Key phrases 14 Our personality 15 Our people 17 Our services & products 19 Primary Audience: 20 Clients Who are our clients 21 What do clients want from 22 service design Desired client impacts 23 The client’s future 24 Our promise 26 Client persona 27 Secondary Audience: 34 Talent Talent persona 35 with Harmonic Ideal talent impacts 38 Tertiary Audience: 40 Community Influencers Community influencer 41 demographics Ideal community 43 influencer impacts Service Blueprinting Contents Service Design 6 About Harmonic Design 7 Why we exist 9 How we do it 10 Our pitch 13 Key phrases 14 Our personality 15 Our people 17 Our services & products 19 Primary Audience: 20 Clients Who are our clients 21 What do clients want from 22 service design Desired client impacts 23 The client’s future 24 Our promise 26 Client persona 27 Secondary Audience: 34 Talent Talent persona 35 with Harmonic Ideal talent impacts 38 Tertiary Audience: 40 Community Influencers Community influencer 41 demographics Ideal community 43 influencer impacts M M M M M M M M M M M M Blueprint the Moments • Tell the story of each moment and what it will take to deliver the experience • Analyze the moments and consider who should be the primary actor for a given scenario, then flip the script and use another actor and their moments ACTOR 2 ACTOR 3