The Service Blueprints Overview
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This document provides an overview of service blueprints, including: - Service blueprints are a tool used to map customer and provider interactions throughout the customer journey. - The document shares numerous examples of service blueprints from various industries and sources to illustrate how they map customer and provider steps. - It acknowledges the sources of the example blueprints and encourages sharing additional examples.
The Service Blueprints Overview
- 1. The Service Blueprints overview Compiled by Marc Fonteijn - marc@31volts.com - May 2010 http://31v.nl/weblog/2010/05/the-service-blueprints-overview
- 2. before you continue I don’t take any credit for the blueprints you are about to see. All the rights belong to respectful owners. Everything you will see in the coming slides is or has been publicly available on the internet. I’ve done my best to included a reference to the source of the example where I could.
- 3. source: Brandon Schauer - http://www.flickr.com/photos/brandonschauer/3363169836/
- 5. source: Jamin Hegeman - http://jamin.org/archives/2008/upmc-neurosurgery-clinic/
- 6. source: Benjamin Voss - http://benjaminvoss.wordpress.com/2008/03/20/contextual-inquiries-and-diaries/
- 7. Ben Reason live|work studio ltd www.livework.com CONFIDENTIAL November 2008 ben@livework.co.uk 21 Service Thinking: People Deliver: Blueprints for new long term neurological conditions service source: live|work - http://www.livework.co.uk
- 8. Ben Reason live|work studio ltd www.livework.com CONFIDENTIAL November 2008 ben@livework.co.uk 29 Service Thinking: Networks Compiling themes, issues and needs source: live|work - http://www.livework.co.uk
- 10. area of visibility account executives product executives (BTO) operational executives (SO) P P P PP P P P P P P P PP script hazard line provider’sstepscustomerstepsbackstage application support processes service representative onstagebackstage implementation Dialing IBM-HELP to get assistance with Lotus Notes Carrie Chan | IBM T.J Watson Research Center, Hawthorne NY | 6.15.07 Blueprinting ideas v.4 problem with Lotus Notes Mail and Calendar syncing Lotus Notes Mail and Calendar syncing works Ticket number customer’sjourney i’m pressing ‘3’ and nothing is happening... serviceevidence he’s apologizing for soft- ware malfunction - is this the same problem i was just having? or should i be worrying about something else? how long am i being put on hold for? he’s talking really fast he’s assuming i know all the IBM language even though I’ve repeatedly told him I was new is he even listening to me? he seems to be typing a lot. and not paying attention. what is a ticket number? 6D1511 is before 6A1511 in the menu choices... did I hear 6D1511 correctly? finally, the agent is back he solved the problem! Dislike calling call centers DIAL TALK TO AGENTNAVIGATE PRE-RECORDED MENU WAIT FOLLOW AGENT’S STEPS TO SOLVE PROBLEM PROBLEM SOLVED HANG UP? Ask customer what problem they’re having. Ask for employee serial number. Present customer with menu options to redirect call. Redirect call after customer inputs a choice. Introduce yourself. Apologize for software malfunction. Ask if they are on or off site. Look up information regarding Lotus Notes Mail and Calendar syncing on database. Ask what error message the customer is getting. Proceed to follow steps outlined in documentation. Ask customer to write down the ticket number. Email this ticket number to the customer. Thank customer for calling IBM HELP. Give introductory speech. Confirm that the customer’s problem is solved. Ask if the customer has any other problems. line of visibility WAIT FOR CALL INTRODUCTIONDIRECT CALL TO PROPER DEPT. FIND SOLUTION TO PROBLEM WALK CUSTOMER THROUGH PROBLEM SOLUTION GIVE TICKET NUMBERGET PROBLEM CONCLUDE source: Carrie Chan - http://www.thinkcarrie.com/
- 11. source: Mary Jo Bitner - http://www.educause.edu/ero/article/service-blueprinting-transforming-student-experience
- 12. source: live|work - http://www.slideshare.net/jlbove/designing-the-intangible-an-introduction-to-service-design-presentation Service Blueprint courtesy of live|work Studio Ltd. - http://www.livework.co.uk
- 13. SYNERGISTIC source: FrogDesign - http://www.slideshare.net/frogdesign/innovation-by-10
- 14. source: Rachel Shadoan - http://www.flickr.com/photos/rachelshadoan/4171746951/
- 15. share your examples Special thanks to Jess McMullin (http://citizenexperience.com/) for providing some of the original sources.
- 16. Send your feedback or comments to: marc@31volts.com