SlideShare a Scribd company logo

Workshop: Using Service Blueprinting to Evolve Services

Izac Ross
Izac Ross
1 of 112
Service Blueprints
      Izac Ross | February 21, 2013




Tuesday, February 26, 13
@zaic




Tuesday, February 26, 13
Tuesday, February 26, 13
Theory from the field | 10 min
      Detailed anatomy | 15 min
      Practice | 90 min
      When to use | 5 min


Tuesday, February 26, 13
Services...




Tuesday, February 26, 13
love...




Tuesday, February 26, 13

Recommended

Maps & Markers: Crafting a strategy to transform your design team - UX Cambri...
Maps & Markers: Crafting a strategy to transform your design team - UX Cambri...Maps & Markers: Crafting a strategy to transform your design team - UX Cambri...
Maps & Markers: Crafting a strategy to transform your design team - UX Cambri...Alissa Briggs
 
Business Design Toolkit - Design Sojourn
Business Design Toolkit - Design SojournBusiness Design Toolkit - Design Sojourn
Business Design Toolkit - Design Sojourndesignsojourn
 
Get The Step-By-Step Formula For Scaling Up Your Business in 2018
Get The Step-By-Step Formula For Scaling Up Your Business in 2018Get The Step-By-Step Formula For Scaling Up Your Business in 2018
Get The Step-By-Step Formula For Scaling Up Your Business in 2018Verne Harnish
 
Metrics That Matter: Bridging User Needs and Board Priorities for Business Su...
Metrics That Matter: Bridging User Needs and Board Priorities for Business Su...Metrics That Matter: Bridging User Needs and Board Priorities for Business Su...
Metrics That Matter: Bridging User Needs and Board Priorities for Business Su...Product School
 
Looking for Disruptive Business Models in Higher Education
Looking for Disruptive Business Models in Higher EducationLooking for Disruptive Business Models in Higher Education
Looking for Disruptive Business Models in Higher EducationEnterprise Architects
 
The Three Things You Need to Know to Transform Any Size Organization Into an ...
The Three Things You Need to Know to Transform Any Size Organization Into an ...The Three Things You Need to Know to Transform Any Size Organization Into an ...
The Three Things You Need to Know to Transform Any Size Organization Into an ...Mike Cottmeyer
 
Pirate Metrics 2.0 - AARRR
Pirate Metrics 2.0 - AARRRPirate Metrics 2.0 - AARRR
Pirate Metrics 2.0 - AARRRAsh Maurya
 
Business Ecosystem Design
Business Ecosystem DesignBusiness Ecosystem Design
Business Ecosystem DesignJan Schmiedgen
 

More Related Content

What's hot

The need for Business design to underpin strategic and operational agility
The need for Business design to underpin strategic and operational agility The need for Business design to underpin strategic and operational agility
The need for Business design to underpin strategic and operational agility Craig Martin
 
ACS EA-SIG - Bridging enterprise-architecture and systems-thinking
ACS EA-SIG - Bridging enterprise-architecture and systems-thinkingACS EA-SIG - Bridging enterprise-architecture and systems-thinking
ACS EA-SIG - Bridging enterprise-architecture and systems-thinkingTetradian Consulting
 
Intro to UX: Enterprise UX
Intro to UX: Enterprise UXIntro to UX: Enterprise UX
Intro to UX: Enterprise UXBart Van Hecke
 
Black Box Global Corporate Presentation - Jul'23
Black Box Global Corporate Presentation - Jul'23Black Box Global Corporate Presentation - Jul'23
Black Box Global Corporate Presentation - Jul'23Black Box
 
Actionable Customer Development
Actionable Customer DevelopmentActionable Customer Development
Actionable Customer DevelopmentAndreas Klinger
 
Shaping your Employee Experience through Design Thinking
Shaping your Employee Experience through Design ThinkingShaping your Employee Experience through Design Thinking
Shaping your Employee Experience through Design ThinkingSara Coene
 
UX maturity - how do you develop the UX practice in your organisation
UX maturity - how do you develop the UX practice in your organisationUX maturity - how do you develop the UX practice in your organisation
UX maturity - how do you develop the UX practice in your organisationMargaret Hanley
 
TechTalk 77 UI & UX Presentation
TechTalk 77 UI & UX PresentationTechTalk 77 UI & UX Presentation
TechTalk 77 UI & UX PresentationEvan Purnama
 
UX STRAT Online 2021 Presentation by Mike Kuniavsky, Accenture
UX STRAT Online 2021 Presentation by Mike Kuniavsky, AccentureUX STRAT Online 2021 Presentation by Mike Kuniavsky, Accenture
UX STRAT Online 2021 Presentation by Mike Kuniavsky, AccentureUX STRAT
 
The Future of Product, by Founder & CEO, Product School
The Future of Product, by Founder & CEO, Product SchoolThe Future of Product, by Founder & CEO, Product School
The Future of Product, by Founder & CEO, Product SchoolProduct School
 
Looking for Disruptive Business Models in Higher Education
Looking for Disruptive Business Models in Higher EducationLooking for Disruptive Business Models in Higher Education
Looking for Disruptive Business Models in Higher EducationCraig Martin
 
Evolution of Design & Service Design
Evolution of Design & Service DesignEvolution of Design & Service Design
Evolution of Design & Service DesignChallis Hodge
 
Customer-Centric PM: Anticipating Needs Across the Product Life Cycle
Customer-Centric PM: Anticipating Needs Across the Product Life CycleCustomer-Centric PM: Anticipating Needs Across the Product Life Cycle
Customer-Centric PM: Anticipating Needs Across the Product Life CycleProduct School
 
Designing Great Products The Power of Design and Leadership
Designing Great Products The Power of Design and LeadershipDesigning Great Products The Power of Design and Leadership
Designing Great Products The Power of Design and LeadershipProduct School
 
Measuring Success of Data Platforms by Booking.com Product Leader
Measuring Success of Data Platforms by Booking.com Product LeaderMeasuring Success of Data Platforms by Booking.com Product Leader
Measuring Success of Data Platforms by Booking.com Product LeaderProduct School
 
Why, When and How Do I Start a Digital Transformation?
Why, When and How Do I Start a Digital Transformation?Why, When and How Do I Start a Digital Transformation?
Why, When and How Do I Start a Digital Transformation?Acquia
 
The Design Sprint: A Fast Start to Creating Digital Products People Want
The Design Sprint: A Fast Start to Creating Digital Products People WantThe Design Sprint: A Fast Start to Creating Digital Products People Want
The Design Sprint: A Fast Start to Creating Digital Products People Wantdpdnyc
 
Why UX #FAILS (with notes)
Why UX #FAILS (with notes)Why UX #FAILS (with notes)
Why UX #FAILS (with notes)Chris Feix
 

What's hot (20)

The need for Business design to underpin strategic and operational agility
The need for Business design to underpin strategic and operational agility The need for Business design to underpin strategic and operational agility
The need for Business design to underpin strategic and operational agility
 
ACS EA-SIG - Bridging enterprise-architecture and systems-thinking
ACS EA-SIG - Bridging enterprise-architecture and systems-thinkingACS EA-SIG - Bridging enterprise-architecture and systems-thinking
ACS EA-SIG - Bridging enterprise-architecture and systems-thinking
 
Intro to UX: Enterprise UX
Intro to UX: Enterprise UXIntro to UX: Enterprise UX
Intro to UX: Enterprise UX
 
Black Box Global Corporate Presentation - Jul'23
Black Box Global Corporate Presentation - Jul'23Black Box Global Corporate Presentation - Jul'23
Black Box Global Corporate Presentation - Jul'23
 
Actionable Customer Development
Actionable Customer DevelopmentActionable Customer Development
Actionable Customer Development
 
Shaping your Employee Experience through Design Thinking
Shaping your Employee Experience through Design ThinkingShaping your Employee Experience through Design Thinking
Shaping your Employee Experience through Design Thinking
 
UX maturity - how do you develop the UX practice in your organisation
UX maturity - how do you develop the UX practice in your organisationUX maturity - how do you develop the UX practice in your organisation
UX maturity - how do you develop the UX practice in your organisation
 
TechTalk 77 UI & UX Presentation
TechTalk 77 UI & UX PresentationTechTalk 77 UI & UX Presentation
TechTalk 77 UI & UX Presentation
 
UX STRAT Online 2021 Presentation by Mike Kuniavsky, Accenture
UX STRAT Online 2021 Presentation by Mike Kuniavsky, AccentureUX STRAT Online 2021 Presentation by Mike Kuniavsky, Accenture
UX STRAT Online 2021 Presentation by Mike Kuniavsky, Accenture
 
The Future of Product, by Founder & CEO, Product School
The Future of Product, by Founder & CEO, Product SchoolThe Future of Product, by Founder & CEO, Product School
The Future of Product, by Founder & CEO, Product School
 
Looking for Disruptive Business Models in Higher Education
Looking for Disruptive Business Models in Higher EducationLooking for Disruptive Business Models in Higher Education
Looking for Disruptive Business Models in Higher Education
 
Evolution of Design & Service Design
Evolution of Design & Service DesignEvolution of Design & Service Design
Evolution of Design & Service Design
 
Customer-Centric PM: Anticipating Needs Across the Product Life Cycle
Customer-Centric PM: Anticipating Needs Across the Product Life CycleCustomer-Centric PM: Anticipating Needs Across the Product Life Cycle
Customer-Centric PM: Anticipating Needs Across the Product Life Cycle
 
Business agility
Business agilityBusiness agility
Business agility
 
Designing Great Products The Power of Design and Leadership
Designing Great Products The Power of Design and LeadershipDesigning Great Products The Power of Design and Leadership
Designing Great Products The Power of Design and Leadership
 
Measuring Success of Data Platforms by Booking.com Product Leader
Measuring Success of Data Platforms by Booking.com Product LeaderMeasuring Success of Data Platforms by Booking.com Product Leader
Measuring Success of Data Platforms by Booking.com Product Leader
 
Why, When and How Do I Start a Digital Transformation?
Why, When and How Do I Start a Digital Transformation?Why, When and How Do I Start a Digital Transformation?
Why, When and How Do I Start a Digital Transformation?
 
Business Model Innovation Matters
Business Model Innovation MattersBusiness Model Innovation Matters
Business Model Innovation Matters
 
The Design Sprint: A Fast Start to Creating Digital Products People Want
The Design Sprint: A Fast Start to Creating Digital Products People WantThe Design Sprint: A Fast Start to Creating Digital Products People Want
The Design Sprint: A Fast Start to Creating Digital Products People Want
 
Why UX #FAILS (with notes)
Why UX #FAILS (with notes)Why UX #FAILS (with notes)
Why UX #FAILS (with notes)
 

Viewers also liked

Cooper Parlor: Service Blueprinting
Cooper Parlor: Service Blueprinting Cooper Parlor: Service Blueprinting
Cooper Parlor: Service Blueprinting Izac Ross
 
Service blueprint
Service blueprintService blueprint
Service blueprintvicku1111
 
Narrative as Prototype
Narrative as PrototypeNarrative as Prototype
Narrative as PrototypeIzac Ross
 
Brand + Service (Disney & Ford: Holistic Health)
Brand + Service (Disney & Ford: Holistic Health)Brand + Service (Disney & Ford: Holistic Health)
Brand + Service (Disney & Ford: Holistic Health)Lauren Peters
 
Services blueprinting , ideal beach resort
Services blueprinting , ideal beach resortServices blueprinting , ideal beach resort
Services blueprinting , ideal beach resortSuhasini Jain
 
Service blue print of Go Air
Service blue print of Go AirService blue print of Go Air
Service blue print of Go AirRohit Bahri
 
Service Marketing Presentation - Freshmint
Service Marketing Presentation - Freshmint Service Marketing Presentation - Freshmint
Service Marketing Presentation - Freshmint Christina Chen
 
Using Service Blueprints to Create Holistic Multi-Channel Experience
Using Service Blueprints to Create Holistic Multi-Channel ExperienceUsing Service Blueprints to Create Holistic Multi-Channel Experience
Using Service Blueprints to Create Holistic Multi-Channel ExperienceIzac Ross
 
Mcdonalds_Service Blueprint
Mcdonalds_Service BlueprintMcdonalds_Service Blueprint
Mcdonalds_Service BlueprintGaurav Dutta
 
Design Thinking and the Business Model Canvas for the Mobile Economy
Design Thinking and the Business Model Canvas for the Mobile EconomyDesign Thinking and the Business Model Canvas for the Mobile Economy
Design Thinking and the Business Model Canvas for the Mobile EconomySerge Van Oudenhove
 
Touchpoint Dashboard Journey Mapping Guide 2014
Touchpoint Dashboard Journey Mapping Guide 2014Touchpoint Dashboard Journey Mapping Guide 2014
Touchpoint Dashboard Journey Mapping Guide 2014Touchpoint Dashboard
 
Blueprint+: Developing a Tool for Service Design
Blueprint+: Developing a Tool for Service DesignBlueprint+: Developing a Tool for Service Design
Blueprint+: Developing a Tool for Service DesignAndy Polaine
 
Service Marketing Through Structural Change
Service Marketing Through Structural ChangeService Marketing Through Structural Change
Service Marketing Through Structural ChangeSeth P.
 
SF Service Jam Day 2
SF Service Jam Day 2 SF Service Jam Day 2
SF Service Jam Day 2 Izac Ross
 
Neck Down Designing: using service design & bodystorming to move from EH to A...
Neck Down Designing: using service design & bodystorming to move from EH to A...Neck Down Designing: using service design & bodystorming to move from EH to A...
Neck Down Designing: using service design & bodystorming to move from EH to A...Izac Ross
 

Viewers also liked (20)

Cooper Parlor: Service Blueprinting
Cooper Parlor: Service Blueprinting Cooper Parlor: Service Blueprinting
Cooper Parlor: Service Blueprinting
 
Service blueprint
Service blueprintService blueprint
Service blueprint
 
Narrative as Prototype
Narrative as PrototypeNarrative as Prototype
Narrative as Prototype
 
Brand + Service (Disney & Ford: Holistic Health)
Brand + Service (Disney & Ford: Holistic Health)Brand + Service (Disney & Ford: Holistic Health)
Brand + Service (Disney & Ford: Holistic Health)
 
Services blueprinting , ideal beach resort
Services blueprinting , ideal beach resortServices blueprinting , ideal beach resort
Services blueprinting , ideal beach resort
 
Ramya K(1311069)
Ramya K(1311069)Ramya K(1311069)
Ramya K(1311069)
 
Service blue print of Go Air
Service blue print of Go AirService blue print of Go Air
Service blue print of Go Air
 
Service Marketing Presentation - Freshmint
Service Marketing Presentation - Freshmint Service Marketing Presentation - Freshmint
Service Marketing Presentation - Freshmint
 
Using Service Blueprints to Create Holistic Multi-Channel Experience
Using Service Blueprints to Create Holistic Multi-Channel ExperienceUsing Service Blueprints to Create Holistic Multi-Channel Experience
Using Service Blueprints to Create Holistic Multi-Channel Experience
 
Blue print examples_f04
Blue print examples_f04Blue print examples_f04
Blue print examples_f04
 
Mcdonalds_Service Blueprint
Mcdonalds_Service BlueprintMcdonalds_Service Blueprint
Mcdonalds_Service Blueprint
 
Design Thinking and the Business Model Canvas for the Mobile Economy
Design Thinking and the Business Model Canvas for the Mobile EconomyDesign Thinking and the Business Model Canvas for the Mobile Economy
Design Thinking and the Business Model Canvas for the Mobile Economy
 
Service Blueprint
Service BlueprintService Blueprint
Service Blueprint
 
Touchpoint Dashboard Journey Mapping Guide 2014
Touchpoint Dashboard Journey Mapping Guide 2014Touchpoint Dashboard Journey Mapping Guide 2014
Touchpoint Dashboard Journey Mapping Guide 2014
 
fishbone diagram
fishbone diagramfishbone diagram
fishbone diagram
 
Blueprint+: Developing a Tool for Service Design
Blueprint+: Developing a Tool for Service DesignBlueprint+: Developing a Tool for Service Design
Blueprint+: Developing a Tool for Service Design
 
Service Marketing Through Structural Change
Service Marketing Through Structural ChangeService Marketing Through Structural Change
Service Marketing Through Structural Change
 
SF Service Jam Day 2
SF Service Jam Day 2 SF Service Jam Day 2
SF Service Jam Day 2
 
Neck Down Designing: using service design & bodystorming to move from EH to A...
Neck Down Designing: using service design & bodystorming to move from EH to A...Neck Down Designing: using service design & bodystorming to move from EH to A...
Neck Down Designing: using service design & bodystorming to move from EH to A...
 
E-Ceipt
E-CeiptE-Ceipt
E-Ceipt
 

Recently uploaded

HTM Example Layouts Freedman Theatre.pdf
HTM Example Layouts Freedman Theatre.pdfHTM Example Layouts Freedman Theatre.pdf
HTM Example Layouts Freedman Theatre.pdfLizShek
 
urban design case study of old city Jodhpur
urban design case study of  old city Jodhpururban design case study of  old city Jodhpur
urban design case study of old city JodhpurSreyaseeNath1
 
SECMOL School In Leh- A Role Model of Vernacular , Passive and Sustainable H...
SECMOL School In Leh- A  Role Model of Vernacular , Passive and Sustainable H...SECMOL School In Leh- A  Role Model of Vernacular , Passive and Sustainable H...
SECMOL School In Leh- A Role Model of Vernacular , Passive and Sustainable H...JIT KUMAR GUPTA
 
impact of packaging on consumer buying behaviour project report pdf.pdf
impact of packaging on consumer buying behaviour project  report pdf.pdfimpact of packaging on consumer buying behaviour project  report pdf.pdf
impact of packaging on consumer buying behaviour project report pdf.pdfSanjivanisShirodkar
 
EXPLORING VARIOUS UI INTERACTION PATTERNS
EXPLORING VARIOUS UI INTERACTION PATTERNSEXPLORING VARIOUS UI INTERACTION PATTERNS
EXPLORING VARIOUS UI INTERACTION PATTERNSROHISIVAM
 
Ergonomics - Chapter 3 - Workstation Facilities Design
Ergonomics - Chapter 3 - Workstation Facilities DesignErgonomics - Chapter 3 - Workstation Facilities Design
Ergonomics - Chapter 3 - Workstation Facilities DesignRienaMacapagal1
 
Storyboard.pdfbueiearviaelvr;aeibvribrvipervwbv
Storyboard.pdfbueiearviaelvr;aeibvribrvipervwbvStoryboard.pdfbueiearviaelvr;aeibvribrvipervwbv
Storyboard.pdfbueiearviaelvr;aeibvribrvipervwbv22nvatafu
 
Interior Landscape and Landscape Features Extraction
Interior Landscape and Landscape Features ExtractionInterior Landscape and Landscape Features Extraction
Interior Landscape and Landscape Features ExtractionNityaSharma77
 
Concept of Partition Wall Panelling Cladding.ppt
Concept of Partition Wall Panelling Cladding.pptConcept of Partition Wall Panelling Cladding.ppt
Concept of Partition Wall Panelling Cladding.pptAr. TANIA BERA
 
Passing Strange Lighting Plot AS BUILT).pdf
Passing Strange Lighting Plot AS BUILT).pdfPassing Strange Lighting Plot AS BUILT).pdf
Passing Strange Lighting Plot AS BUILT).pdfLizShek
 
Heathers Symbols for Gerald Freedman Theatre.pdf
Heathers Symbols for Gerald Freedman Theatre.pdfHeathers Symbols for Gerald Freedman Theatre.pdf
Heathers Symbols for Gerald Freedman Theatre.pdfLizShek
 
The Role Of Antique Mirrors In Boutique Hotel Design
The Role Of Antique Mirrors In Boutique Hotel DesignThe Role Of Antique Mirrors In Boutique Hotel Design
The Role Of Antique Mirrors In Boutique Hotel DesignAlbany Glass
 
Mother Courage and Her Children Shop Order.pdf
Mother Courage and Her Children Shop Order.pdfMother Courage and Her Children Shop Order.pdf
Mother Courage and Her Children Shop Order.pdfLizShek
 
acervus process book no cover--character
acervus process book no cover--characteracervus process book no cover--character
acervus process book no cover--characterschell
 
VSST103 - Digital Portfolio.pdf character
VSST103 - Digital Portfolio.pdf characterVSST103 - Digital Portfolio.pdf character
VSST103 - Digital Portfolio.pdf characterschell
 
Anavi Gold And Diamond Ring by Dishis Designer Jewellery.pdf
Anavi Gold And Diamond Ring by Dishis Designer Jewellery.pdfAnavi Gold And Diamond Ring by Dishis Designer Jewellery.pdf
Anavi Gold And Diamond Ring by Dishis Designer Jewellery.pdfanishdishis
 
Task Pack 1- Nature - Ula Academics KIDS.pdf
Task Pack 1- Nature - Ula Academics KIDS.pdfTask Pack 1- Nature - Ula Academics KIDS.pdf
Task Pack 1- Nature - Ula Academics KIDS.pdfUla Academics
 
Hill Area development- Issues and Options
Hill Area development- Issues and OptionsHill Area development- Issues and Options
Hill Area development- Issues and OptionsJIT KUMAR GUPTA
 
Cargo joggers tech pack for womenswear used in industry
Cargo joggers tech pack for womenswear used in industryCargo joggers tech pack for womenswear used in industry
Cargo joggers tech pack for womenswear used in industryDarshiniPatel16
 
sustainable-interior-design-strategy-with-case-study_TANIA-BERA.ppt
sustainable-interior-design-strategy-with-case-study_TANIA-BERA.pptsustainable-interior-design-strategy-with-case-study_TANIA-BERA.ppt
sustainable-interior-design-strategy-with-case-study_TANIA-BERA.pptAr. TANIA BERA
 

Recently uploaded (20)

HTM Example Layouts Freedman Theatre.pdf
HTM Example Layouts Freedman Theatre.pdfHTM Example Layouts Freedman Theatre.pdf
HTM Example Layouts Freedman Theatre.pdf
 
urban design case study of old city Jodhpur
urban design case study of  old city Jodhpururban design case study of  old city Jodhpur
urban design case study of old city Jodhpur
 
SECMOL School In Leh- A Role Model of Vernacular , Passive and Sustainable H...
SECMOL School In Leh- A  Role Model of Vernacular , Passive and Sustainable H...SECMOL School In Leh- A  Role Model of Vernacular , Passive and Sustainable H...
SECMOL School In Leh- A Role Model of Vernacular , Passive and Sustainable H...
 
impact of packaging on consumer buying behaviour project report pdf.pdf
impact of packaging on consumer buying behaviour project  report pdf.pdfimpact of packaging on consumer buying behaviour project  report pdf.pdf
impact of packaging on consumer buying behaviour project report pdf.pdf
 
EXPLORING VARIOUS UI INTERACTION PATTERNS
EXPLORING VARIOUS UI INTERACTION PATTERNSEXPLORING VARIOUS UI INTERACTION PATTERNS
EXPLORING VARIOUS UI INTERACTION PATTERNS
 
Ergonomics - Chapter 3 - Workstation Facilities Design
Ergonomics - Chapter 3 - Workstation Facilities DesignErgonomics - Chapter 3 - Workstation Facilities Design
Ergonomics - Chapter 3 - Workstation Facilities Design
 
Storyboard.pdfbueiearviaelvr;aeibvribrvipervwbv
Storyboard.pdfbueiearviaelvr;aeibvribrvipervwbvStoryboard.pdfbueiearviaelvr;aeibvribrvipervwbv
Storyboard.pdfbueiearviaelvr;aeibvribrvipervwbv
 
Interior Landscape and Landscape Features Extraction
Interior Landscape and Landscape Features ExtractionInterior Landscape and Landscape Features Extraction
Interior Landscape and Landscape Features Extraction
 
Concept of Partition Wall Panelling Cladding.ppt
Concept of Partition Wall Panelling Cladding.pptConcept of Partition Wall Panelling Cladding.ppt
Concept of Partition Wall Panelling Cladding.ppt
 
Passing Strange Lighting Plot AS BUILT).pdf
Passing Strange Lighting Plot AS BUILT).pdfPassing Strange Lighting Plot AS BUILT).pdf
Passing Strange Lighting Plot AS BUILT).pdf
 
Heathers Symbols for Gerald Freedman Theatre.pdf
Heathers Symbols for Gerald Freedman Theatre.pdfHeathers Symbols for Gerald Freedman Theatre.pdf
Heathers Symbols for Gerald Freedman Theatre.pdf
 
The Role Of Antique Mirrors In Boutique Hotel Design
The Role Of Antique Mirrors In Boutique Hotel DesignThe Role Of Antique Mirrors In Boutique Hotel Design
The Role Of Antique Mirrors In Boutique Hotel Design
 
Mother Courage and Her Children Shop Order.pdf
Mother Courage and Her Children Shop Order.pdfMother Courage and Her Children Shop Order.pdf
Mother Courage and Her Children Shop Order.pdf
 
acervus process book no cover--character
acervus process book no cover--characteracervus process book no cover--character
acervus process book no cover--character
 
VSST103 - Digital Portfolio.pdf character
VSST103 - Digital Portfolio.pdf characterVSST103 - Digital Portfolio.pdf character
VSST103 - Digital Portfolio.pdf character
 
Anavi Gold And Diamond Ring by Dishis Designer Jewellery.pdf
Anavi Gold And Diamond Ring by Dishis Designer Jewellery.pdfAnavi Gold And Diamond Ring by Dishis Designer Jewellery.pdf
Anavi Gold And Diamond Ring by Dishis Designer Jewellery.pdf
 
Task Pack 1- Nature - Ula Academics KIDS.pdf
Task Pack 1- Nature - Ula Academics KIDS.pdfTask Pack 1- Nature - Ula Academics KIDS.pdf
Task Pack 1- Nature - Ula Academics KIDS.pdf
 
Hill Area development- Issues and Options
Hill Area development- Issues and OptionsHill Area development- Issues and Options
Hill Area development- Issues and Options
 
Cargo joggers tech pack for womenswear used in industry
Cargo joggers tech pack for womenswear used in industryCargo joggers tech pack for womenswear used in industry
Cargo joggers tech pack for womenswear used in industry
 
sustainable-interior-design-strategy-with-case-study_TANIA-BERA.ppt
sustainable-interior-design-strategy-with-case-study_TANIA-BERA.pptsustainable-interior-design-strategy-with-case-study_TANIA-BERA.ppt
sustainable-interior-design-strategy-with-case-study_TANIA-BERA.ppt
 

Workshop: Using Service Blueprinting to Evolve Services

  • 1. Service Blueprints Izac Ross | February 21, 2013 Tuesday, February 26, 13
  • 4. Theory from the field | 10 min Detailed anatomy | 15 min Practice | 90 min When to use | 5 min Tuesday, February 26, 13
  • 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
  • 17. They expose the core structure of services Tuesday, February 26, 13
  • 18. Services are outcomes in which customers do not take ownership of physical elements involved. Tuesday, February 26, 13
  • 19. Services are co-created by service users and service employees. 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
  • 26. Exchanges occur through mediums... 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
  • 30. Lynn Shostack, at Citibank, pioneered the concept of service blueprinting back in the 1980’s. Tuesday, February 26, 13
  • 31. Recently rediscovered by designers Tuesday, February 26, 13
  • 32. STEAL FRAMEWORKS from these people 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