The document discusses service blueprints, which expose the core structure of services. Service blueprints show the key touchpoints in a service through which customers interact with employees, spaces, devices, and other entities to co-create the service experience. They illustrate the lines of interaction, visibility, and internal processes involved in delivering the service. An example blueprint is provided for the process of dropping off and picking up a prescription at a pharmacy.
(Last change, July 2: Removed as beyond most teams' scope Eyetracking Study, Clickstream Analysis, Usability Benchmarking; Added Live-Data Prototypes, Demand Validation Test, Wizard of Oz Tests)
For our teams tasked with building products and features for The New York Times, we face a common challenge with many: how do we figure out what’s worth spending our time on?
The answer seems straightforward: test your ideas with real customers, leveraging the expertise of your product, UX, and engineering talent. Figure out the smallest test that you can come up with to test a specific hypothesis, gather data and insights, and keep iterating on it until you know whether the problem is real and your solution will prove valuable, usable, and feasible.
As part of our efforts to adopt such a data-driven, experimental approach to product development, we recently kicked off a product discovery pilot program. Small, cross-functional teams were paired with coaches and facilitators over a six week period to demonstrate how product discovery and Lean Startup techniques could work for real-world customer opportunities at The New York Times.
One of the first things that we learned about the process from our participants was that they wanted a "toolkit" - something to help them figure out what they should be doing, asking or making to get as quickly as possible towards the validated learning, prototypes and user tests that would have the most impact.
To help the facilitate the learning process for our dual-track Agile teams, the Product Architecture team here at The Times (Christine Yom, Jim Lamiell, Josh Turk, Priya Ollapally, and Al Ming) built a "Product Discovery Activity Guide" that rolled up activities, exercises, and testing techniques from all our favorite thought leaders.
This included brainstorming exercises from Gamestorming and Innovation Games, testing techniques from traditional user research, and rapid test-and-learn tactics from Google Ventures, Eric Ries (The Lean Startup), Jeff Gothelf (Lean UX), Steve Blank (Customer Development) and our spirit guide, Marty Cagan (Inspired), among others.
Our goal was to make it a tool not just for learning how to get started, but to be a living document for teams to share knowledge about the process itself. What techniques worked and didn't work? What tactics did they learn elsewhere that might be worth sharing with the rest of the company?
We hope you find it useful, and whether you’d like to share with us what you’re doing with it, or you have suggestions (big or small) to improve it for future product generations, please let us know! (nyt.tech.productarchitecture@nytimes.com)
Al Ming
July 2015
Slides from a service design workshop held at Ratkaisu13, an annual conference organized by CGI Finland (formerly known as Logica). If you are interested in knowing more, get in touch.
A massive introduction into Lean Product Design. This presentation will set you on track to start thinking lean from day one. Start creating your next online or mobile product using these techniques and tools.
In the masterclass customer-journey mapping and innovation, service design plays a major role. Service designer Caroline Beck takes you through a quick course in customer journey thinking, which puts the customer at the center in a practical and applicable way.
(Last change, July 2: Removed as beyond most teams' scope Eyetracking Study, Clickstream Analysis, Usability Benchmarking; Added Live-Data Prototypes, Demand Validation Test, Wizard of Oz Tests)
For our teams tasked with building products and features for The New York Times, we face a common challenge with many: how do we figure out what’s worth spending our time on?
The answer seems straightforward: test your ideas with real customers, leveraging the expertise of your product, UX, and engineering talent. Figure out the smallest test that you can come up with to test a specific hypothesis, gather data and insights, and keep iterating on it until you know whether the problem is real and your solution will prove valuable, usable, and feasible.
As part of our efforts to adopt such a data-driven, experimental approach to product development, we recently kicked off a product discovery pilot program. Small, cross-functional teams were paired with coaches and facilitators over a six week period to demonstrate how product discovery and Lean Startup techniques could work for real-world customer opportunities at The New York Times.
One of the first things that we learned about the process from our participants was that they wanted a "toolkit" - something to help them figure out what they should be doing, asking or making to get as quickly as possible towards the validated learning, prototypes and user tests that would have the most impact.
To help the facilitate the learning process for our dual-track Agile teams, the Product Architecture team here at The Times (Christine Yom, Jim Lamiell, Josh Turk, Priya Ollapally, and Al Ming) built a "Product Discovery Activity Guide" that rolled up activities, exercises, and testing techniques from all our favorite thought leaders.
This included brainstorming exercises from Gamestorming and Innovation Games, testing techniques from traditional user research, and rapid test-and-learn tactics from Google Ventures, Eric Ries (The Lean Startup), Jeff Gothelf (Lean UX), Steve Blank (Customer Development) and our spirit guide, Marty Cagan (Inspired), among others.
Our goal was to make it a tool not just for learning how to get started, but to be a living document for teams to share knowledge about the process itself. What techniques worked and didn't work? What tactics did they learn elsewhere that might be worth sharing with the rest of the company?
We hope you find it useful, and whether you’d like to share with us what you’re doing with it, or you have suggestions (big or small) to improve it for future product generations, please let us know! (nyt.tech.productarchitecture@nytimes.com)
Al Ming
July 2015
Slides from a service design workshop held at Ratkaisu13, an annual conference organized by CGI Finland (formerly known as Logica). If you are interested in knowing more, get in touch.
A massive introduction into Lean Product Design. This presentation will set you on track to start thinking lean from day one. Start creating your next online or mobile product using these techniques and tools.
In the masterclass customer-journey mapping and innovation, service design plays a major role. Service designer Caroline Beck takes you through a quick course in customer journey thinking, which puts the customer at the center in a practical and applicable way.
Cada vez escuchamos y vemos con más frecuencia el término "agile" en diferentes contextos, generalmente asociando su uso a lograr resultados rápidos o realizar actividades llenas de post-its; sin embargo agile es mucho más que eso! Más que un conjunto de prácticas y herramientas, esta relacionado a una mentalidad (mindset).
"Mindset agile" hace referencia a algo nebuloso e intangible que describe un valor o comportamiento necesario para el éxito de una transformación, metodología, proceso o práctica ágil. Por lo tanto debemos hacer mayor énfasis en "SER AGILE" en lugar de "HACER AGILE".
En este Workshop compartimos una serie de actividades y dinámicas que nos permitirán conocer con más a detalle los Valores y Principios del "Manifiesto por el Desarrollo Ágil de Software", que serán nuestro punto de partida para el desarrollo de una mentalidad ágil como individuo, equipo u organización.
UX 101: A quick & dirty introduction to user experience strategy & designMorgan McKeagney
A quick & dirty intro to UX strategy & design. Some context, some fundamentals, some current & emerging trends, and some useful resources for the absolute beginner.
First delivered @ the NDRC Launchpad startup accelerator in Dublin, Ireland, 16/10/2014. (www.ndrc.ie)
O papel dos designers mudou: cada vez mais, eles fazem parte das estratégias de suas organizações. Nesse cenário, há uma crescente falta de conexão entre os profissionais espalhados por times. Como resultado, os fluxos de trabalho e a tomada de decisões ficam distribuídos.
Foi daí que nasceu o DesignOps: vem para mitigar, em todos os campos, a quantidade crescente de burocracia e comunicações indiretas.
Trouxemos a experiência de profissionais da MJV que utilizam o DesignOps em sua rotina de forma resumida para:
- Você defender como a maturidade da área de Design pode ser benéfica para a sua empresa.
- Descobrir como incorporar o novo papel dos designers no meio corporativo para absorver o melhor desses profissionais.
Boa apresentação!
Good designing is also an act of communication between the user and designer and the user. Gets here all the important tips and techniques of user experience design by our expert.
The role of service design in organizations Carol Massá
Presentation given at FusionConf UX Edition in Charlotte, NC (April, 2019) about the power of perspectives, role of service design, methodologies and challenges around shifting from operational driven to design drivel models in today's world.
Carol Massa is a service designer at Harmonic Design
www.thisisharmonic.com
Slides Ian Multon recently used in his discussion w/ mentees of The Product Mentor.
The Product Mentor is a program designed to pair Product Mentors and Mentees from around the World, across all industries, from start-up to enterprise, guided by the fundamental goals…Better Decisions. Better Products. Better Product People.
Throughout the program, each mentor leads a conversation in an area of their expertise that is live streamed and available to both mentee and the broader product community.
http://TheProductMentor.com
To hear a recording of Richard's presentation please visit https://attendee.gototraining.com/r/9217597784540753409.
Richard Ekelman, Founder of the Service Experience Academy will lead this 1-hour talk. He will explore what service design is a discipline and toolkit when building understanding, co-creating innovation, and evolving organizational culture. Service design is uniquely equipped to handle the complexities and pitfalls of innovation, and this talk will cover not only the core thinking and principles but how those principles have practical application in any organization. Additionally, Rich discusses the overlaps and distinctions between service design and other disciplines such as six sigma, user experience, customer experience, and product design. The goal of this webinare was to provide participants with a foundational understanding of service design that will enable them to build confidence in their ability to discuss and experiment with service design in their own work.
To hear a recording of Richard's presentation please visit https://attendee.gototraining.com/r/9217597784540753409.
If you work with services, whether in technology, physical or human services, this talk will give you a high level understanding of the Service Design process and how you can use simple tools to find a problem worth solving, and solve it well.
Note: If you are an experienced service designer you may find the content fairly high level :)
20 Innovation Tools that can help make innovation projects more successful and enjoyable.
We hope that this booklet can inspire you to challenge the way you innovate. Try out some of it with your teams right away, rather than wait for the perfect occasion.
User experience can be drastically elevated by combining data science insights with user-based insights from research. Data analytics on its own can make themes and correlations difficult to explain and to provide accurate recommendations. For example, themes identified via large global surveys and usage data can be better understood with UX insights from focused user research, such as user interviews and/or cognitive walkthroughs. This presentation will highlight the complimentary nature of data science and UX and will focus on the benefits of bringing the two disciplines together. This will be buttressed with practical examples of enterprise projects and applications that combined data and skills from the two disciplines, guidance on how the two disciplines can better work together, and the skills needed to improve as a UX professional when working with data science teams.
The slides from my keynote at Nuremberg's first service design drinks, 21 January 2016. A rather general introduction of service design... :)
Our software for service design:
Smaply: www.smaply.com
ExperienceFellow: www.experiencefellow.com
Books, talks and workshops:
Our book "This is Service Design Thinking": www.thisisservicedesignthinking.com
Our workshops "This is Service Design Doing": www.thisisservicedesigndoing.com
My talks: www.marcstickdorn.com
Cada vez escuchamos y vemos con más frecuencia el término "agile" en diferentes contextos, generalmente asociando su uso a lograr resultados rápidos o realizar actividades llenas de post-its; sin embargo agile es mucho más que eso! Más que un conjunto de prácticas y herramientas, esta relacionado a una mentalidad (mindset).
"Mindset agile" hace referencia a algo nebuloso e intangible que describe un valor o comportamiento necesario para el éxito de una transformación, metodología, proceso o práctica ágil. Por lo tanto debemos hacer mayor énfasis en "SER AGILE" en lugar de "HACER AGILE".
En este Workshop compartimos una serie de actividades y dinámicas que nos permitirán conocer con más a detalle los Valores y Principios del "Manifiesto por el Desarrollo Ágil de Software", que serán nuestro punto de partida para el desarrollo de una mentalidad ágil como individuo, equipo u organización.
UX 101: A quick & dirty introduction to user experience strategy & designMorgan McKeagney
A quick & dirty intro to UX strategy & design. Some context, some fundamentals, some current & emerging trends, and some useful resources for the absolute beginner.
First delivered @ the NDRC Launchpad startup accelerator in Dublin, Ireland, 16/10/2014. (www.ndrc.ie)
O papel dos designers mudou: cada vez mais, eles fazem parte das estratégias de suas organizações. Nesse cenário, há uma crescente falta de conexão entre os profissionais espalhados por times. Como resultado, os fluxos de trabalho e a tomada de decisões ficam distribuídos.
Foi daí que nasceu o DesignOps: vem para mitigar, em todos os campos, a quantidade crescente de burocracia e comunicações indiretas.
Trouxemos a experiência de profissionais da MJV que utilizam o DesignOps em sua rotina de forma resumida para:
- Você defender como a maturidade da área de Design pode ser benéfica para a sua empresa.
- Descobrir como incorporar o novo papel dos designers no meio corporativo para absorver o melhor desses profissionais.
Boa apresentação!
Good designing is also an act of communication between the user and designer and the user. Gets here all the important tips and techniques of user experience design by our expert.
The role of service design in organizations Carol Massá
Presentation given at FusionConf UX Edition in Charlotte, NC (April, 2019) about the power of perspectives, role of service design, methodologies and challenges around shifting from operational driven to design drivel models in today's world.
Carol Massa is a service designer at Harmonic Design
www.thisisharmonic.com
Slides Ian Multon recently used in his discussion w/ mentees of The Product Mentor.
The Product Mentor is a program designed to pair Product Mentors and Mentees from around the World, across all industries, from start-up to enterprise, guided by the fundamental goals…Better Decisions. Better Products. Better Product People.
Throughout the program, each mentor leads a conversation in an area of their expertise that is live streamed and available to both mentee and the broader product community.
http://TheProductMentor.com
To hear a recording of Richard's presentation please visit https://attendee.gototraining.com/r/9217597784540753409.
Richard Ekelman, Founder of the Service Experience Academy will lead this 1-hour talk. He will explore what service design is a discipline and toolkit when building understanding, co-creating innovation, and evolving organizational culture. Service design is uniquely equipped to handle the complexities and pitfalls of innovation, and this talk will cover not only the core thinking and principles but how those principles have practical application in any organization. Additionally, Rich discusses the overlaps and distinctions between service design and other disciplines such as six sigma, user experience, customer experience, and product design. The goal of this webinare was to provide participants with a foundational understanding of service design that will enable them to build confidence in their ability to discuss and experiment with service design in their own work.
To hear a recording of Richard's presentation please visit https://attendee.gototraining.com/r/9217597784540753409.
If you work with services, whether in technology, physical or human services, this talk will give you a high level understanding of the Service Design process and how you can use simple tools to find a problem worth solving, and solve it well.
Note: If you are an experienced service designer you may find the content fairly high level :)
20 Innovation Tools that can help make innovation projects more successful and enjoyable.
We hope that this booklet can inspire you to challenge the way you innovate. Try out some of it with your teams right away, rather than wait for the perfect occasion.
User experience can be drastically elevated by combining data science insights with user-based insights from research. Data analytics on its own can make themes and correlations difficult to explain and to provide accurate recommendations. For example, themes identified via large global surveys and usage data can be better understood with UX insights from focused user research, such as user interviews and/or cognitive walkthroughs. This presentation will highlight the complimentary nature of data science and UX and will focus on the benefits of bringing the two disciplines together. This will be buttressed with practical examples of enterprise projects and applications that combined data and skills from the two disciplines, guidance on how the two disciplines can better work together, and the skills needed to improve as a UX professional when working with data science teams.
The slides from my keynote at Nuremberg's first service design drinks, 21 January 2016. A rather general introduction of service design... :)
Our software for service design:
Smaply: www.smaply.com
ExperienceFellow: www.experiencefellow.com
Books, talks and workshops:
Our book "This is Service Design Thinking": www.thisisservicedesignthinking.com
Our workshops "This is Service Design Doing": www.thisisservicedesigndoing.com
My talks: www.marcstickdorn.com
As more and more of the experiences we craft are services that unfold over time — written, dramatic, and visual storytelling become the perfect early prototype. Designers can take advantage of the Narrative Paradigm, which states that all humans are natural storytellers and evaluators. Narratives are cheap and quick to make and evaluate. In this talk we will explore several narrative tools and when and how to use them in the design process.
Using Service Blueprints to Create Holistic Multi-Channel ExperienceIzac Ross
This workshop was presented at IxDA NYC local event on Wednesday, June 19, 2013 at AppNexus, http://ixda-nyc-june19-es2.eventbrite.com/
Using Service Blueprints to Create Holistic Multi-Channel Experiences
When working on multi-channel experiences that blend both digital and human-to-human interfaces, service blueprints allow interaction designers to look beyond the pixels and peer into the structures and systems of touchpoints that create the service experience.
The process of discovering, designing, and weaving these touchpoints together is the core work and deliverable of service designers. Service blueprints embody the foundational concepts of service design and are a fundamental tool for clarifying the interactions between customers, digital touchpoints, employees, and 'backstage' activities (everything the customer does not see).
During this 2.5 hour workshop, you will learn about the anatomy of services and how to use service blueprints in your design practice. You will create a service blueprint documenting an existing service encounter and identify new opportunities. Utilizing this blueprint, you will explore
ways of manipulating aspects of service delivery to eliminate pain-points, improve the experience, and create new process efficiencies.
Design Thinking and the Business Model Canvas for the Mobile EconomySerge Van Oudenhove
Présentation sur Le Design Thinking and the Business Model Canvas for the Mobile Economyréalisé dans le cadre de StartLab de Solvay Entrepreneurs. http://startlab.solvayentrepreneurs.be/
Blueprint+: Developing a Tool for Service DesignAndy Polaine
Presented at the Service Design Network Conference 09 in Madeira. The presentation is about a work-in-progress examining how we can best expand the service design blueprint diagramming to include other critical information such as time and emotional states of the participants in the service.
Neck Down Designing: using service design & bodystorming to move from EH to A...Izac Ross
Slide deck from Liz Burow & Izac Ross's workshop at Lean UX NYC, April 13, 2013
In our knowledge-based economy, creating a good product isn’t the whole picture anymore. People expect great service. But what does that look like? What does it feel like? To create a dynamic and memorable service, businesses recognize the power of creating seamless experiences, rich with activities, environments, interactions, objects
and users, from first encounter to lasting impression. The design profession is responding by finding new ways to overlap disciplines to build rich moments and interactions that
in the end create emotive, authentic service experiences. The process of discovering, designing and weaving these touch points together is the core work and deliverable of service designers.
In this interactive workshop, you will learn through ‘neckdown’ activities that will focus on using your body to enact what a service experience feels like and how to make it better. Emphasis will be placed on understanding the perform-ability of a service and not just it’s usability.
What We’ll Do Together:
You will be introduced to ‘service design’ methodologies and ‘body storming’ tools and will apply techniques through play, acting out the traits of the end-user by showing, not
telling. Emphasis will be on trying to better understand how an end-user’s motivations, behaviors, beliefs and limitations can effect and direct a great service experience.
The workshop will introduce personas and hypothetical scenarios as a jump-start to the body-storming activities. You will test your skills in collaborative groups and
learn how to act out existing service experiences and improve upon them through additional skits.
What you will learn:
• Get more comfortable with ‘neck down’ thinking (using your body to test and learn)
• A new technique to better empathize with the tangibles and intangibles of an end-user experience
• Learn how to apply body storming to UX practices
• Learn iterative methods to enact service experiences
• Understand the key components to how services are composed.
White wonder, Work developed by Eva TschoppMansi Shah
White Wonder by Eva Tschopp
A tale about our culture around the use of fertilizers and pesticides visiting small farms around Ahmedabad in Matar and Shilaj.
Expert Accessory Dwelling Unit (ADU) Drafting ServicesResDraft
Whether you’re looking to create a guest house, a rental unit, or a private retreat, our experienced team will design a space that complements your existing home and maximizes your investment. We provide personalized, comprehensive expert accessory dwelling unit (ADU)drafting solutions tailored to your needs, ensuring a seamless process from concept to completion.
Can AI do good? at 'offtheCanvas' India HCI preludeAlan Dix
Invited talk at 'offtheCanvas' IndiaHCI prelude, 29th June 2024.
https://www.alandix.com/academic/talks/offtheCanvas-IndiaHCI2024/
The world is being changed fundamentally by AI and we are constantly faced with newspaper headlines about its harmful effects. However, there is also the potential to both ameliorate theses harms and use the new abilities of AI to transform society for the good. Can you make the difference?
Hello everyone! I am thrilled to present my latest portfolio on LinkedIn, marking the culmination of my architectural journey thus far. Over the span of five years, I've been fortunate to acquire a wealth of knowledge under the guidance of esteemed professors and industry mentors. From rigorous academic pursuits to practical engagements, each experience has contributed to my growth and refinement as an architecture student. This portfolio not only showcases my projects but also underscores my attention to detail and to innovative architecture as a profession.
Dive into the innovative world of smart garages with our insightful presentation, "Exploring the Future of Smart Garages." This comprehensive guide covers the latest advancements in garage technology, including automated systems, smart security features, energy efficiency solutions, and seamless integration with smart home ecosystems. Learn how these technologies are transforming traditional garages into high-tech, efficient spaces that enhance convenience, safety, and sustainability.
Ideal for homeowners, tech enthusiasts, and industry professionals, this presentation provides valuable insights into the trends, benefits, and future developments in smart garage technology. Stay ahead of the curve with our expert analysis and practical tips on implementing smart garage solutions.
Between Filth and Fortune- Urban Cattle Foraging Realities by Devi S Nair, An...Mansi Shah
This study examines cattle rearing in urban and rural settings, focusing on milk production and consumption. By exploring a case in Ahmedabad, it highlights the challenges and processes in dairy farming across different environments, emphasising the need for sustainable practices and the essential role of milk in daily consumption.
Book Formatting: Quality Control Checks for DesignersConfidence Ago
This presentation was made to help designers who work in publishing houses or format books for printing ensure quality.
Quality control is vital to every industry. This is why every department in a company need create a method they use in ensuring quality. This, perhaps, will not only improve the quality of products and bring errors to the barest minimum, but take it to a near perfect finish.
It is beyond a moot point that a good book will somewhat be judged by its cover, but the content of the book remains king. No matter how beautiful the cover, if the quality of writing or presentation is off, that will be a reason for readers not to come back to the book or recommend it.
So, this presentation points designers to some important things that may be missed by an editor that they could eventually discover and call the attention of the editor.
9. 80%
Service companies that
believe they provide a
superior service proposition
Source: Bain Customer-Led Growth diagnostic-questionnaire; salmetrix (Net Promoter Database)
Tuesday, February 26, 13
10. 80%
Service companies that
8% Companies whose
customers agree
believe they provide a
superior service proposition
Source: Bain Customer-Led Growth diagnostic-questionnaire; salmetrix (Net Promoter Database)
Tuesday, February 26, 13
11. Service
Anticipation
80%
Service companies that
Gap
believe they provide a
superior service proposition
Source: Bain Customer-Led Growth diagnostic-questionnaire; salmetrix (Net Promoter Database)
Tuesday, February 26, 13
12. Service
Anticipation = opportunity
Gap
Tuesday, February 26, 13
13. If we can figure out how to
get around this...
Tuesday, February 26, 13
14. All other concepts
Decoration
A caricature of the popular conception of
F
design vs. all other concepts
Source: Dubberly Design Dffice
Tuesday, February 26, 13
20. Your outcome and experience is likely to
be very different than mine.
Tuesday, February 26, 13
21. GIVE GET
Time Time
Money Money
Skilled labor Skilled labor
Goods Goods
Information Information
Data Data
Knowledge Knowledge
Aesthetics Aesthetics
Experiences Experiences
Tuesday, February 26, 13
22. GIVE GET
Time Time
Money Money
Skilled labor Skilled labor
Goods Goods
Information Information
Data Data
Knowledge Knowledge
Aesthetics Aesthetics
Experiences Experiences
Tuesday, February 26, 13
23. GIVE GET
Time Time
Money Money
Skilled labor Skilled labor
Goods Goods
Information Information
Data Data
Knowledge Knowledge
Aesthetics Aesthetics
Experiences Experiences
Tuesday, February 26, 13
24. GIVE GET
Time Time
Money Money
Skilled labor Skilled labor
Goods Goods
Information Information
Data Data
Knowledge Knowledge
Aesthetics Aesthetics
Experiences Experiences
Tuesday, February 26, 13
25. GIVE GET
Time Time
Money Money
Skilled labor Skilled labor
Goods Goods
Information Information
Data Data
Knowledge Knowledge
Aesthetics Aesthetics
Experiences Experiences
Tuesday, February 26, 13
28. Palette of 5 types touchpoints
People Place Prop Partner Process
Employees and The physical space or The objects and Other businesses or Workflows and rituals
other customers the virtual environment collateral used to entities that help to that are used to
encountered while the through which the produce the produce or enhance produce the service
service is produced. service is delivered. service encounter. the service encounter. encounter. Relates the
Forms, products, people, place, props,
signage, etc. and partners.
Tuesday, February 26, 13
29.
30. Lynn Shostack, at Citibank, pioneered the
concept of service blueprinting back in
the 1980’s.
Tuesday, February 26, 13
33. Blueprint example:
Pharmacy drop-off and pickup
Tuesday, February 26, 13
34. Measures
Time
Physical
Evidence
Customer
Action
Line of Interaction
Service
Employees
(HHI)
Digital &
Devices
(HCI)
Line of Visibility
Backstage
action
Line of Internal Interaction
Support
Processes
Tuesday, February 26, 13
35. Measures
Time
Physical
Evidence
Customer Queues and
waits to talk to
Verifies that
pharmacist can Agrees on time to
Pays for With prescription
Enters pharmacy Queues to pick up Verifies identity prescription and in hand, exits the Refill Request
Action pharmacist/ fill script on time, pick up
other items pharmacy
assistant with expected cost
Line of Interaction
Service
Employees
(HHI)
Digital &
Devices
(HCI)
Line of Visibility
Backstage
action
Line of Internal Interaction
Support
Processes
Tuesday, February 26, 13
36. Measures
Time
Credit card terminal
State ID if controlled
Prescription/Script Loyalty card
Physical Retail location In-store wayfinding
Insurance Card
substance
Prescription bottle Prescription bottle
Signage Length of queue Prescription
Evidence State ID
Script bins
Drug info sheet
Bag, Receipt
Customer Queues and
waits to talk to
Verifies that
pharmacist can Agrees on time to
Pays for With prescription
Enters pharmacy Queues to pick up Verifies identity prescription and in hand, exits the Refill Request
Action pharmacist/ fill script on time, pick up
other items pharmacy
assistant with expected cost
Line of Interaction
Service
Employees
(HHI)
Digital &
Devices
(HCI)
Line of Visibility
Backstage
action
Line of Internal Interaction
Support
Processes
Tuesday, February 26, 13
37. Measures
Time
Credit card terminal
State ID if controlled
Prescription/Script Loyalty card
Physical Retail location In-store wayfinding
Insurance Card
substance
Prescription bottle Prescription bottle
Signage Length of queue Prescription
Evidence State ID
Script bins
Drug info sheet
Bag, Receipt
Customer Queues and
waits to talk to
Verifies that
pharmacist can Agrees on time to
Pays for With prescription
Enters pharmacy Queues to pick up Verifies identity prescription and in hand, exits the Refill Request
Action pharmacist/ fill script on time, pick up
other items pharmacy
assistant with expected cost
Line of Interaction
Service Collects script,
insurance, Provides a time
Asks for Retrieves filled Places
prescription and
identifying prescription and
Employees and identifying frame
information scans the barcode receipt in bag.
information Gives bag to the
(HHI) customer
Digital &
Devices
(HCI)
Line of Visibility
Backstage
action
Line of Internal Interaction
Support
Processes
Tuesday, February 26, 13
38. Measures
Time
Credit card terminal
State ID if controlled
Prescription/Script Loyalty card
Physical Retail location In-store wayfinding
Insurance Card
substance
Prescription bottle Prescription bottle
Signage Length of queue Prescription
Evidence State ID
Script bins
Drug info sheet
Bag, Receipt
Customer Queues and
waits to talk to
Verifies that
pharmacist can Agrees on time to
Pays for With prescription
Enters pharmacy Queues to pick up Verifies identity prescription and in hand, exits the Refill Request
Action pharmacist/ fill script on time, pick up
other items pharmacy
assistant with expected cost
Line of Interaction
Service Collects script,
insurance, Provides a time
Asks for Retrieves filled Places
prescription and
identifying prescription and
Employees and identifying frame
information scans the barcode receipt in bag.
information Gives bag to the
(HHI) customer
Digital & Credit card
Terminal asks for
Devices payment (see sub
(HCI) process 1.4a)
Line of Visibility
Backstage
action
Line of Internal Interaction
Support
Processes
Tuesday, February 26, 13
39. Measures
Time
Credit card terminal
State ID if controlled
Prescription/Script Loyalty card
Physical Retail location In-store wayfinding
Insurance Card
substance
Prescription bottle Prescription bottle
Signage Length of queue Prescription
Evidence State ID
Script bins
Drug info sheet
Bag, Receipt
Customer Queues and
waits to talk to
Verifies that
pharmacist can Agrees on time to
Pays for With prescription
Enters pharmacy Queues to pick up Verifies identity prescription and in hand, exits the Refill Request
Action pharmacist/ fill script on time, pick up
other items pharmacy
assistant with expected cost
Line of Interaction
Service Collects script,
insurance, Provides a time
Asks for Retrieves filled Places
prescription and
identifying prescription and
Employees and identifying frame
information scans the barcode receipt in bag.
information Gives bag to the
(HHI) customer
Digital & Credit card
Terminal asks for
Devices payment (see sub
(HCI) process 1.4a)
Line of Visibility
Pharmacist fills Places in POS: payment
POS POS Accounting system
prescription appropriate bin Approved
Backstage
action Inventory
POS prompts
Internal inventory
pharmacist to fill
management Fulfillment Queue management
the next script in
system system
queue
Line of Internal Interaction
Support
Processes
Tuesday, February 26, 13
40. Measures
Time
Credit card terminal
State ID if controlled
Prescription/Script Loyalty card
Physical Retail location In-store wayfinding
Insurance Card
substance
Prescription bottle Prescription bottle
Signage Length of queue Prescription
Evidence State ID
Script bins
Drug info sheet
Bag, Receipt
Customer Queues and
waits to talk to
Verifies that
pharmacist can Agrees on time to
Pays for With prescription
Enters pharmacy Queues to pick up Verifies identity prescription and in hand, exits the Refill Request
Action pharmacist/ fill script on time, pick up
other items pharmacy
assistant with expected cost
Line of Interaction
Service Collects script,
insurance, Provides a time
Asks for Retrieves filled Places
prescription and
identifying prescription and
Employees and identifying frame
information scans the barcode receipt in bag.
information Gives bag to the
(HHI) customer
Digital & Credit card
Terminal asks for
Devices payment (see sub
(HCI) process 1.4a)
Line of Visibility
Pharmacist fills Places in POS: payment
POS POS Accounting system
prescription appropriate bin Approved
Backstage
action Inventory
POS prompts
Internal inventory
pharmacist to fill
management Fulfillment Queue management
the next script in
system system 15-45 days later
queue
Line of Internal Interaction
Insurance Payment Insurance
Drug supplier Goods supplier
Support company processor provider pays
benefits portion of
Processes script
Tuesday, February 26, 13
41. # of people in queue Drug in stock Length of wait time # of people in queue Prescription is filled Clear method of
Measures Time to front of queue Price of drug for pick up Time to front of queue on-time refill
5-45 min 25-90 days 5-10 min
30 sec 0-15 min 1-10 min 0-15 min 0-15 min
Time X day
Credit card terminal
State ID if controlled
Prescription/Script Loyalty card
Physical Retail location In-store wayfinding
Insurance Card
substance
Prescription bottle Prescription bottle
Signage Length of queue Prescription
Evidence State ID
Script bins
Drug info sheet
Bag, Receipt
Customer Queues and
waits to talk to
Verifies that
pharmacist can Agrees on time to
Pays for With prescription
Enters pharmacy Queues to pick up Verifies identity prescription and in hand, exits the Refill Request
Action pharmacist/ fill script on time, pick up
other items pharmacy
assistant with expected cost
Line of Interaction
Service Collects script,
insurance, Provides a time
Asks for Retrieves filled Places
prescription and
identifying prescription and
Employees and identifying frame
information scans the barcode receipt in bag.
information Gives bag to the
(HHI) customer
Digital & Credit card
Terminal asks for
Devices payment (see sub
(HCI) process 1.4a)
Line of Visibility
Pharmacist fills Places in POS: payment
POS POS Accounting system
prescription appropriate bin Approved
Backstage
action Inventory
POS prompts
Internal inventory
pharmacist to fill
management Fulfillment Queue management
the next script in
system system 15-45 days later
queue
Line of Internal Interaction
Insurance Payment Insurance
Drug supplier Goods supplier
Support company processor provider pays
benefits portion of
Processes script
Tuesday, February 26, 13
42. # of people in queue Drug in stock Length of wait time # of people in queue Prescription is filled Clear method of
Measures Time to front of queue Price of drug for pick up Time to front of queue on-time refill
5-45 min 25-90 days 5-10 min
30 sec 0-15 min 1-10 min 0-15 min 0-15 min
Time X day
Credit card terminal
State ID if controlled
Prescription/Script Loyalty card
Physical Retail location In-store wayfinding
Insurance Card
substance
Prescription bottle Prescription bottle
Signage Length of queue Prescription
Evidence State ID
Script bins
Drug info sheet
Bag, Receipt
Customer Queues and
waits to talk to
Verifies that
pharmacist can Agrees on time to
Pays for With prescription
Enters pharmacy Queues to pick up Verifies identity prescription and in hand, exits the Refill Request
Action pharmacist/ fill script on time, pick up
other items pharmacy
assistant with expected cost
Line of Interaction
Service Collects script,
insurance, Provides a time
Asks for Retrieves filled Places
prescription and
identifying prescription and
Employees and identifying frame
information scans the barcode receipt in bag.
information Gives bag to the
(HHI) customer
Digital & Credit card
Terminal asks for
Devices payment (see sub
(HCI) process 1.4a)
Line of Visibility
Pharmacist fills Places in POS: payment
POS POS Accounting system
prescription appropriate bin Approved
Backstage
action Inventory
POS prompts
Internal inventory
pharmacist to fill
management Fulfillment Queue management
the next script in
system system 15-45 days later
queue
Line of Internal Interaction
Insurance Payment Insurance
Drug supplier Goods supplier
Support company processor provider pays
benefits portion of
Processes script
Tuesday, February 26, 13
43. Measures
Time
Physical Props
Evidence Place
Customer Experiences,
Action
Thinking, Actions
Line of Interaction
Service
Employees People
(HHI) Process
Digital &
Devices Process
(HCI)
Line of Visibility
Backstage Process
action People
Line of Internal Interaction
Partners
Support
Process
Processes
People
Tuesday, February 26, 13
44. is one person’s experience
through a single path
Tuesday, February 26, 13
45. blueprints
have altitude
Tuesday, February 26, 13
46. A few lessons from a long blueprint...
Tuesday, February 26, 13
47. Quality Measures # of people in que, In stock Length of
Rate of pharmacist
# of people in que, promised time is Consultations are Clear method of
time of que Price wait time time of que full-filled offered refill
Time 0-15 min 1-3 min 20 sec 5-45 min or next day 0-15 min 0-15 min 30 sec 25-90 days 5-10 min
State ID if controlled Credit card terminal
Physical Retail Location
In store way finding
Prescription/Script
substance Loyalty card
Signage Insurance Card Perscription bottle
Evidence Length of que
State ID
Prescription
Script bins
Prescription
Store bag
Ques and
Verifies that
Customer Enters pharmacy
waits to talk to
pharmacist can fill
Agrees on time to
Ques to pick up Verifies identity
Pays for Exits the
Requests Refill
pharmacist/ fill/pick up prescription Pharmacy
Action assistant
it on time/on cost
Line of Interaction
Service Collects script,
Insurance, Provides a time
Asks identifying Retrieves filled Places
information and prescription and prescription and
Employees and identifying frame
insurance scans the barcode receipt in bag.
information. Gives bag to the
(HHI) customer
Digital &
Devices
(HCI)
Line of Visibility
Pharmacist fills Places in POS: payment
POS POS Accounting system
prescription appropriate bin Approved
Backstage
Action
POS prompts
Inventory Internal inventory
pharmacist to fill
management Fulfillment Que management
the next script in
system system
que
Line of Internal Interaction
Insurance Payment Benefits
drug supplier goods supplier
Support company processor provider pays for
remainder script
Processes cost
Tuesday, February 26, 13
48. Quality Measures # of people in que, In stock Length of
Rate of pharmacist
# of people in que, promised time is Consultations are Clear method of
time of que Price wait time time of que full-filled offered refill
Time 0-15 min 1-3 min 20 sec 5-45 min or next day 0-15 min 0-15 min 30 sec 25-90 days 5-10 min
State ID if controlled Credit card terminal
Physical Retail Location
In store way finding
Prescription/Script
substance Loyalty card
Signage Insurance Card Perscription bottle
Evidence Length of que
State ID
Prescription
Script bins
Prescription
Store bag
Ques and
Verifies that
Customer Enters pharmacy
waits to talk to
pharmacist can fill
Agrees on time to
Ques to pick up Verifies identity
Pays for Exits the
Requests Refill
pharmacist/ fill/pick up prescription Pharmacy
Action assistant
it on time/on cost
Line of Interaction
Service Collects script,
Insurance, Provides a time
Asks identifying Retrieves filled Places
information and prescription and prescription and
Employees and identifying frame
insurance scans the barcode receipt in bag.
information. Gives bag to the
(HHI) customer
Digital & vertical line crossing =
Devices value exchange
(HCI)
Line of Visibility
Pharmacist fills Places in POS: payment
POS POS Accounting system
prescription appropriate bin Approved
Backstage
Action
POS prompts
Inventory Internal inventory
pharmacist to fill
management Fulfillment Que management
the next script in
system system
que
Line of Internal Interaction
Insurance Payment Benefits
drug supplier goods supplier
Support company processor provider pays for
remainder script
Processes cost
Tuesday, February 26, 13
49. Quality Measures # of people in que, In stock Length of
Rate of pharmacist
# of people in que, promised time is Consultations are Clear method of
time of que Price wait time time of que full-filled offered refill
Time 0-15 min 1-3 min 20 sec 5-45 min or next day 0-15 min 0-15 min 30 sec 25-90 days 5-10 min
State ID if controlled Credit card terminal
Physical Retail Location
In store way finding
Prescription/Script
substance Loyalty card
Signage Insurance Card Perscription bottle
Evidence Length of que
State ID
Prescription
Script bins
Prescription
Store bag
Ques and
Verifies that
Customer Enters pharmacy
waits to talk to
pharmacist can fill
Agrees on time to
Ques to pick up Verifies identity
Pays for Exits the
Requests Refill
pharmacist/ fill/pick up prescription Pharmacy
Action assistant
it on time/on cost
Line of Interaction
Service Collects script,
Insurance, Provides a time
Asks identifying Retrieves filled Places
information and prescription and prescription and
Employees and identifying frame
insurance scans the barcode receipt in bag.
information. Gives bag to the
(HHI) customer
Digital &
Devices
(HCI)
Line of Visibility
Pharmacist fills Places in POS: payment
POS POS Accounting system
prescription appropriate bin Approved
Backstage
Action
POS prompts
Inventory Internal inventory
pharmacist to fill
management Fulfillment Que management
the next script in
system system
que
Line of Internal Interaction
Insurance Payment Benefits
drug supplier goods supplier
Support company processor provider pays for
remainder script
Processes cost
Tuesday, February 26, 13
50. Quality Measures # of people in que, In stock Length of
Rate of pharmacist
# of people in que, promised time is Consultations are Clear method of
time of que Price wait time time of que full-filled offered refill
Time 0-15 min 1-3 min 20 sec 5-45 min or next day 0-15 min 0-15 min 30 sec 25-90 days 5-10 min
State ID if controlled Credit card terminal
Physical Retail Location
In store way finding
Prescription/Script
substance Loyalty card
Signage Insurance Card Perscription bottle
Evidence Length of que
State ID
Prescription
Script bins
Prescription
Store bag
Ques and
Verifies that
Customer Enters pharmacy
waits to talk to
pharmacist can fill
Agrees on time to
Ques to pick up Verifies identity
Pays for Exits the
Requests Refill
pharmacist/ fill/pick up prescription Pharmacy
Action assistant
it on time/on cost
Line of Interaction
Service Collects script,
Insurance, Provides a time
Asks identifying Retrieves filled Places
information and prescription and prescription and
Employees and identifying frame
insurance scans the barcode receipt in bag.
information. Gives bag to the
(HHI) customer
Digital &
Devices
(HCI) Arrow direction =
control
Line of Visibility dependency
Pharmacist fills Places in POS: payment
POS POS Accounting system
prescription appropriate bin Approved
Backstage
Action
POS prompts
Inventory Internal inventory
pharmacist to fill
management Fulfillment Que management
the next script in
system system
que
Line of Internal Interaction
Insurance Payment Benefits
drug supplier goods supplier
Support company processor provider pays for
remainder script
Processes cost
Tuesday, February 26, 13