Service Blueprinting for Convergent Channel Experiences - UX STRAT 2013
-
Upload
effectiveui -
Category
Design
-
view
1.303 -
download
0
description
Transcript of Service Blueprinting for Convergent Channel Experiences - UX STRAT 2013
![Page 1: Service Blueprinting for Convergent Channel Experiences - UX STRAT 2013](https://reader034.fdocuments.net/reader034/viewer/2022051322/545ccbedb0af9fa42c8b48fa/html5/thumbnails/1.jpg)
Service Blueprinting for Convergent Channel ExperiencesDan Saltzman, Director of User Experience
![Page 2: Service Blueprinting for Convergent Channel Experiences - UX STRAT 2013](https://reader034.fdocuments.net/reader034/viewer/2022051322/545ccbedb0af9fa42c8b48fa/html5/thumbnails/2.jpg)
There is no such thing as starting from scratch.
![Page 3: Service Blueprinting for Convergent Channel Experiences - UX STRAT 2013](https://reader034.fdocuments.net/reader034/viewer/2022051322/545ccbedb0af9fa42c8b48fa/html5/thumbnails/3.jpg)
![Page 4: Service Blueprinting for Convergent Channel Experiences - UX STRAT 2013](https://reader034.fdocuments.net/reader034/viewer/2022051322/545ccbedb0af9fa42c8b48fa/html5/thumbnails/4.jpg)
Service Blueprinting• Visualize current state of
disparate channel experience• Low fidelity / low barrier
to engagement• Maintains customer POV
![Page 5: Service Blueprinting for Convergent Channel Experiences - UX STRAT 2013](https://reader034.fdocuments.net/reader034/viewer/2022051322/545ccbedb0af9fa42c8b48fa/html5/thumbnails/5.jpg)
![Page 6: Service Blueprinting for Convergent Channel Experiences - UX STRAT 2013](https://reader034.fdocuments.net/reader034/viewer/2022051322/545ccbedb0af9fa42c8b48fa/html5/thumbnails/6.jpg)
The Framework
![Page 7: Service Blueprinting for Convergent Channel Experiences - UX STRAT 2013](https://reader034.fdocuments.net/reader034/viewer/2022051322/545ccbedb0af9fa42c8b48fa/html5/thumbnails/7.jpg)
The Tools
WHAT',�!�))�'"'�? WHY?
WHAT TECHNOLOGY?
#1 $People EventsWhat they’re
saying/thinkingWins or
painpointsOpportunities
for ROI
![Page 8: Service Blueprinting for Convergent Channel Experiences - UX STRAT 2013](https://reader034.fdocuments.net/reader034/viewer/2022051322/545ccbedb0af9fa42c8b48fa/html5/thumbnails/8.jpg)
Case Study:
Specialized Cancer Treatment Hospital
![Page 9: Service Blueprinting for Convergent Channel Experiences - UX STRAT 2013](https://reader034.fdocuments.net/reader034/viewer/2022051322/545ccbedb0af9fa42c8b48fa/html5/thumbnails/9.jpg)
Case Study:
Major Retail Bank
![Page 10: Service Blueprinting for Convergent Channel Experiences - UX STRAT 2013](https://reader034.fdocuments.net/reader034/viewer/2022051322/545ccbedb0af9fa42c8b48fa/html5/thumbnails/10.jpg)
Thank You.
Dan Saltzman Director of User Experience@fiveseveneighty
For Service Blueprinting Templates & Resources, please visit:share.effectiveui.com/ServiceBlueprintingwww.slideshare.net/effectiveui