Patrick Quattlebaum @ptquattlebaum Iran Narges @inarges
@adaptivepath #xmapping 14 JUNE 2014 ! Service Design Making
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elit Sed do eiusmod tempor CALLOUT LOREM IPSUM DOLOR SIT AMET
CONSECTET CALLOUT SWATCHES RAPHIC ELEMENTS GIANT CONFERENCE 2014 |
SERVICE DESIGN MAKING
MANAGING DIRECTOR AT ADAPTIVE PATH STRATEGY, SERVICE DESIGN,
& MANAGEMENT CONSULTING MY GOAL IS TO MAKE YOU AS HAPPY AS THIS
GUY GIANT CONFERENCE 2014 | SERVICE DESIGN MAKING
DATEADAPTIVE PATH PROJECT TITLE ADAPTIVE PATH SERVICE DESIGN
MAKINGGIANT CONFERENCE 2014 | SERVICE DESIGN MAKING
DATEADAPTIVE PATH PROJECT TITLE GIANT CONFERENCE 2014 | SERVICE
DESIGN MAKING source:
http://foliovision.com/images/2012/10/Rodin-the-Thinker.jpg
Thinking
DATEADAPTIVE PATH PROJECT TITLE ADAPTIVE PATH SERVICE DESIGN
MAKINGGIANT CONFERENCE 2014 | SERVICE DESIGN MAKING source: source:
http://mjvinnovation.co.uk/wp-content/uploads/2013/04/lan%C3%A7amento-DT-1.jpg
DATEADAPTIVE PATH PROJECT TITLE ADAPTIVE PATH SERVICE DESIGN
MAKINGGIANT CONFERENCE 2014 | SERVICE DESIGN MAKING EVERYONE IS
THINKING!
DATEADAPTIVE PATH PROJECT TITLE GIANT CONFERENCE 2014 | SERVICE
DESIGN MAKING source:
http://farm4.staticickr.com/3013/2614466422_87da07eb78_o.jpg
Making
DATEADAPTIVE PATH PROJECT TITLE GIANT CONFERENCE 2014 | SERVICE
DESIGN MAKING source:
http://3.bp.blogspot.com/-dtdHFVzXrG8/T-dejxDfj4I/AAAAAAAAA8w/3xiTH9V8D-s/s1600/OrcStorytellers.jpg
Stories
DATEADAPTIVE PATH PROJECT TITLE GIANT CONFERENCE 2014 | SERVICE
DESIGN MAKING source:
http://images3.wikia.nocookie.net/__cb20121027235942/disney/images/c/ce/Peterpan2-disneyscreencaps.com-5489.jpg
Believe
DATEADAPTIVE PATH PROJECT TITLE GIANT CONFERENCE 2014 | SERVICE
DESIGN MAKING source: http://ko.fotopedia.com/items/ickr-157363377
Connections
DATEADAPTIVE PATH PROJECT TITLE GIANT CONFERENCE 2014 | SERVICE
DESIGN MAKING source: http://ko.fotopedia.com/items/ickr-157363377
Waves
DATEADAPTIVE PATH PROJECT TITLE Designing Services Service
Blueprinting Service Storming Service Stories
DATEADAPTIVE PATH PROJECT TITLE DESIGNING SERVICES
DATEADAPTIVE PATH PROJECT TITLE A date with my wife... Photo:
PT Quattlebaum GIANT CONFERENCE 2014 | SERVICE DESIGN MAKING
DATEADAPTIVE PATH PROJECT TITLE at a nice restaurantA date with
my wife... GIANT CONFERENCE 2014 | SERVICE DESIGN MAKING
DATEADAPTIVE PATH PROJECT TITLE 18 Dirty Unreliable Pressure to
use cash Not special GIANT CONFERENCE 2014 | SERVICE DESIGN
MAKING
DATEADAPTIVE PATH PROJECT TITLE Dirty Unreliable Pressure to
use cash Not specialExpensive Book in advance Book in time blocks
Payment in two steps GIANT CONFERENCE 2014 | SERVICE DESIGN
MAKING
DATEADAPTIVE PATH PROJECT TITLE GIANT CONFERENCE 2014 | SERVICE
DESIGN MAKING
DATEADAPTIVE PATH PROJECT TITLE Open App View Availability
Reserve GIANT CONFERENCE 2014 | SERVICE DESIGN MAKING
DATEADAPTIVE PATH PROJECT TITLE Track Progress Get Updates
GIANT CONFERENCE 2014 | SERVICE DESIGN MAKING
DATEADAPTIVE PATH PROJECT TITLE GIANT CONFERENCE 2014 | SERVICE
DESIGN MAKING
DATEADAPTIVE PATH PROJECT TITLE Pay Give Feedback GIANT
CONFERENCE 2014 | SERVICE DESIGN MAKING
DATEADAPTIVE PATH PROJECT TITLE GIANT CONFERENCE 2014 | SERVICE
DESIGN MAKING
DATEADAPTIVE PATH PROJECT TITLE Waiting GIANT CONFERENCE 2014 |
SERVICE DESIGN MAKING
DATEADAPTIVE PATH PROJECT TITLE Four Hour Block Trip Trip Trip
Trip Waiting GIANT CONFERENCE 2014 | SERVICE DESIGN MAKING
DATEADAPTIVE PATH PROJECT TITLE Nice cars Just in time More
exibility Bigger market Friendly service Reasonable price More
control Fill in gaps in schedule Easy payment Feedback loop
Streamlined process Feedback loop PASSENGER DRIVER GIANT CONFERENCE
2014 | SERVICE DESIGN MAKING
DATEADAPTIVE PATH PROJECT TITLE $72,000 GIANT CONFERENCE 2014 |
SERVICE DESIGN MAKING $58,000 $44,000 $30,000 TAXI DRIVER ANNUAL
INCOME (SAN FRANCISCO) 25% Median UberXPercentile: 75% 90% NET
INCOME: $60,014 adapted from: Felix Salmon,
https://medium.com/@felixsalmon/the-economics-of-everyones-private-driver-464bfd730b38
DATEADAPTIVE PATH PROJECT TITLE CUSTOMER STAFF BUSINESS GIANT
CONFERENCE 2014 | SERVICE DESIGN MAKING CO-VALUE
DATEADAPTIVE PATH PROJECT TITLE GIANT CONFERENCE 2014 | SERVICE
DESIGN MAKING Your experience may vary source:
http://www.businessinsider.com/amy-poehler-in-best-buys-super-bowl-ad-rst-photos-2013-1
DATEADAPTIVE PATH PROJECT TITLE SERVICES ARE COMPLEX GIANT
CONFERENCE 2014 | SERVICE DESIGN MAKING
DATEADAPTIVE PATH PROJECT TITLE This is a list item 1 This is a
list item 2 This is a list item 3 PLACEHOLDER IMAGE REPLACE SEEING
DOING (ACTIONS) FEELING (MOTIVATIONS) HEARING THINKING (FRAMING)
DEVICE RELATIONSHIPSTIME PLACE CONTEXT GIANT CONFERENCE 2014 |
SERVICE DESIGN MAKING
DATEADAPTIVE PATH PROJECT TITLE JOURNEY GIANT CONFERENCE 2014 |
SERVICE DESIGN MAKING
DATEADAPTIVE PATH PROJECT TITLE PATIENT ACTIVITIES INFORMATION
NEEDS Critical Moment Patient sees Care Provider activities i think
i need helpstages discover what is wrong with me make me better
maintain my new normal 1 2 3 4 5 7 8 9 10 11 12 13 14 Critical
Moment Patient needs JMH Critical Moment Severity of condition can
determine the tone of the journey Redirect Get patient on correct
path: ER/UC/PCP May have been directed from routine PCP visit
Critical Moment Patient gets diagnosis Critical Moment Patient gets
or starts treatment Critical Moment Get patient on the road to
normal Critical Moment Patient sees Care Provider Redirect Referred
to Specialist, patient is looking to connect with right Care
Provider for them 6 + ANXIETY + RELIEF STORY ARC The relative
change in anxiety and relief and the range in patient stories
EXPERIENCE DRIVERS UNDERSTANDING: Building knowledge and clarity
REPETITION: Multiplying the unknown UNKNOWN: Creating uncertainty
and obscurity STABILITY: Progressing and sense of security COMFORT:
Growing ease and alleviation DOUBT: Growing skepticism and mistrust
HIGH IMPACT key moment something feels wrong Unsure what is wrong.
Scare of the unknown. my needs Validate that I need help key moment
decide to get help Confident I will get help and hopeful that I can
get answers. my needs Be ready for me key moment monitor treatment
Confident in my care. Clear expectations of what is progress.
Access to my Doctor just in case. my needs Access to help when
needed. Reassurance that there is progress. key moment check-ups
Consistent access to my Doctor. Confident in my care and prepared
if anything comes up. my needs Show me progress key moment see a
specialist Confident in my care and trust in Doctor. Empathy for my
situation. my needs Be my rock and hub of information key moment
choose treatment option Clear expectations of how my life will
change with helpful resources. Empathy for my situation. my needs
Understand how this will impact me long-term key moment talk to
doctors to see what is going on No empathy or comfort. Feel rushed
and unimportant to my Doctor. my needs Listen to me so I can trust
you key moment change treatment No set expectations of progress. No
confi- dence in my care or doctor. my needs Provide me options key
moment get tests and review results No clear answer, so no
confidence in my care. No expectations of when well know. my needs
Need expert of my disease to help me Finding the right Care
Provider who can act as a partner and set clear expectations early
in your journey is a key driver of overall experience. Having
access to this care is paramount. Chronic Care Patient Experience
Map check-ups Continue routine checks up and tests Repeat new
treatments/monitoring if needed something feels wrong Having pain
or onset of symptoms Notice a sudden change in at-home monitoring i
think i need help Call Primary Doctor or a General Line Ask
family/friends with similar symptoms Self diagnose Google triage 1
2 1 2 3 4 3 4 5 7 7 10 11 12 11 12 1413 1413 8 8 9 10 9 6 5 6
decide to get help Go to the ER or Urgent Care Center Schedule a
visit with Primary Doctor talk to doctors to see what is going on
Explain my symptoms Answer questions Visit PCP or Specialist get
tests and review results Nurse or techs administers tests Wait Get
referral for Specialists see specialists Doctor may give initial
diagnosis Get more referrals Get additional tests See multiple
Specialists get diagnosis Ask additional questions Hear results of
the tests and what they mean Learn about diagnosis and what that
means Do my own research to validate diagnosis or learn more choose
treatment option Hear treatment option(s) Do my own research to
validate treatment decision get treatment Get initial treatment
administered by Doctor or Nurse Receive follow-up instructions to
monitor get prescriptions Start an ongoing treatment, like
medication or at home care Receive instructions on how to continue
ongoing treatment at home maintain overall health Fix other things
that are impacted by my chronic treatment Exercise and diet Get
emotional and social support monitor treatment Monitor and log
progress at home or through visits Monitor side effects and
effectiveness change treatment By phone or doctor's visits Change
or add doctors if needed Repeat something feels wrong Symptom
checker Google triage Primary care phone number for triage i think
i need help Where do I go for what Triage Phone Number Insurance
benefits - cost/benefit of where to go decide to get help Facility
address Time of appointment Phone numbers talk to doctors to see
what is going on Prepared questions What I should tell my doctor
get tests and review results Tests and what they are for Results
Referral for Specialist see specialists Coordinated appointment
with Specialist Managed list of who I've seen for what get
diagnosis Why this is happening to me What the diagnosis is
Expectations of how things will change choose treatment option Why
this treatment Side effects What treatment will entail get
treatment Who to call for what Discharge papers and after-care
instructions Prescription Doctor's note get prescriptions Side
effects Prescription information After-care information maintain
overall health Other ways my life will be impacted Resources to
manage social and emotional changes check-ups Update on my progress
Lab work monitor treatment What to look out for Instructions
Doctors phone number for emergency change treatment Doctors phone
number for emergency When to call GET TREATMENT "I appreciated that
he didnt sugar coat it, but was still hopeful." GET DIAGNOSIS "You
never forget this moment, no matter how gently your Doctor breaks
the news." MONITOR TREATMENT "Things seem to return to normal and
then there is this curve ball." CHECK-UPS "I still dont feel like
Ive got the answers I need to deal with this." CUSTOMER JOURNEY
GIANT CONFERENCE 2014 | SERVICE DESIGN MAKING
DATEADAPTIVE PATH PROJECT TITLE MANY TOUCHPOINTS ADAPTIVE PATH
SERVICE DESIGN MAKINGGIANT CONFERENCE 2014 | SERVICE DESIGN
MAKING
DATEADAPTIVE PATH PROJECT TITLE MANY TOUCHPOINTS GIANT
CONFERENCE 2014 | SERVICE DESIGN MAKING
DATEADAPTIVE PATH PROJECT TITLE MANY TOUCHPOINTS ADAPTIVE PATH
SERVICE DESIGN MAKING 38GIANT CONFERENCE 2014 | SERVICE DESIGN
MAKING
DATEADAPTIVE PATH PROJECT TITLE SERVICES HAPPEN IN REAL TIME
GIANT CONFERENCE 2014 | SERVICE DESIGN MAKING
DATEADAPTIVE PATH PROJECT TITLE FRONT STAGE GIANT CONFERENCE
2014 | SERVICE DESIGN MAKING
DATEADAPTIVE PATH PROJECT TITLE FRONT STAGE - THE CUSTOMER
EXPERIENCE GIANT CONFERENCE 2014 | SERVICE DESIGN MAKING
DATEADAPTIVE PATH PROJECT TITLE BACK STAGE GIANT CONFERENCE
2014 | SERVICE DESIGN MAKING
DATEADAPTIVE PATH PROJECT TITLE BACK STAGE - THE EMPLOYEE
EXPERIENCE GIANT CONFERENCE 2014 | SERVICE DESIGN MAKING
The greater the complexity, the more you need an approach for
strategy, planning, and design of the service experience. GIANT
CONFERENCE 2014 | SERVICE DESIGN MAKING
To design service experiences, many disciplines, silos,
products, and experiences need to be orchestrated. GIANT CONFERENCE
2014 | SERVICE DESIGN MAKING
Expertly facilitating others through the design process and
crafting concepts, prototypes, and pilots separates design makers
from design thinkers. GIANT CONFERENCE 2014 | SERVICE DESIGN
MAKING
DATEADAPTIVE PATH PROJECT TITLE SERVICE STORIES
CALLOUT LOREM IPSUM DOLOR SIT AMET CONSECTET CALLOUT SWATCHES
RAPHIC ELEMENTS GIANT CONFERENCE 2014 | SERVICE DESIGN MAKING
source:
http://3.bp.blogspot.com/-dtdHFVzXrG8/T-dejxDfj4I/AAAAAAAAA8w/3xiTH9V8D-s/s1600/OrcStorytellers.jpg
DATEADAPTIVE PATH PROJECT TITLE ADAPTIVE PATH ON SERVICE DESIGN
STORYTELLING The universe is made of stories, not atoms. Muriel
Rukeyser
Why Stories? Quickly prototype the future of complex
experiences Explores human journeys across time and space Makes an
experience tangible Anchors design in an artifact that includes
context and outcomes Creates a common understanding of what
everyone is helping make and why SERVICE STORIES GIANT CONFERENCE
2014 | SERVICE DESIGN MAKING
ENGAGING DRAMATIC EMOTIONAL HUMAN GIANT CONFERENCE 2014 |
SERVICE DESIGN MAKING source: The Art of the Storyboard
DATEADAPTIVE PATH PROJECT TITLE GIANT CONFERENCE 2014 | SERVICE
DESIGN MAKING Acting & Improvisation
GIANT CONFERENCE 2014 | SERVICE DESIGN MAKING Storyboards
Storyboarding is a common way of envisioning a future service,
setting the context and telling the service story. SERVICE
STORIES
Illustration GIANT CONFERENCE 2014 | SERVICE DESIGN MAKING
Comics SERVICE STORIES GIANT CONFERENCE 2014 | SERVICE DESIGN
MAKING
Photography SERVICE STORIES GIANT CONFERENCE 2014 | SERVICE
DESIGN MAKING
GIANT CONFERENCE 2014 | SERVICE DESIGN MAKING source: The Art
of the Storyboard
The best stories are Authentically true Delivered with passion
Connect at an emotional level Have a clear beginning, middle, and
end Detailed but minimal SERVICE STORIES GIANT CONFERENCE 2014 |
SERVICE DESIGN MAKING
Specicity is the soul of narrative. John Hodgman source: John
Hodgman, John-H-preferred-photo.jpg
Building Blocks Key moments and interactions Emotions and
thoughts Context Time! SERVICE STORIES GIANT CONFERENCE 2014 |
SERVICE DESIGN MAKING
The best story wins.
ADAPTIVE PATH | UXI EXERCISE #1 Service Stories
DATEADAPTIVE PATH PROJECT TITLE This is a list item 1 This is a
list item 2 This is a list item 3 PLACEHOLDER IMAGE REPLACE
EXPLORATORIUM 63GIANT CONFERENCE 2014 | SERVICE DESIGN MAKING
source: The Exploritorium
DATEADAPTIVE PATH PROJECT TITLE GIANT CONFERENCE 2014 | SERVICE
DESIGN MAKING source: The Exploritorium
DATEADAPTIVE PATH PROJECT TITLE GIANT CONFERENCE 2014 | SERVICE
DESIGN MAKING source: The Exploritorium
DATEADAPTIVE PATH PROJECT TITLE GIANT CONFERENCE 2014 | SERVICE
DESIGN MAKING source: The Exploritorium
DATEADAPTIVE PATH PROJECT TITLE GIANT CONFERENCE 2014 | SERVICE
DESIGN MAKING source: http://ic.kr/p/ehuf6u
DATEADAPTIVE PATH PROJECT TITLE GIANT CONFERENCE 2014 | SERVICE
DESIGN MAKING source: http://ic.kr/p/cdGP3G
DATEADAPTIVE PATH PROJECT TITLE GIANT CONFERENCE 2014 | SERVICE
DESIGN MAKING source: http://ic.kr/p/cz35H5
DATEADAPTIVE PATH PROJECT TITLE GIANT CONFERENCE 2014 | SERVICE
DESIGN MAKING source: The Exploratorium Explainers
DATEADAPTIVE PATH PROJECT TITLE GIANT CONFERENCE 2014 | SERVICE
DESIGN MAKING source: http://ic.kr/p/fG56HY
DATEADAPTIVE PATH PROJECT TITLE EXHIBITS UX IT MARKETING
EDUCATION PARTNERSHIPS GIANT CONFERENCE 2014 | SERVICE DESIGN
MAKING source: The Exploritorium
DATEADAPTIVE PATH PROJECT TITLE 73
DATEADAPTIVE PATH PROJECT TITLE GIANT CONFERENCE 2014 | SERVICE
DESIGN MAKING
DATEADAPTIVE PATH PROJECT TITLE GIANT CONFERENCE 2014 | SERVICE
DESIGN MAKING source: http://ic.kr/p/fG56HY Tailored Outings
DATEADAPTIVE PATH PROJECT TITLE GIANT CONFERENCE 2014 | SERVICE
DESIGN MAKING
DATEADAPTIVE PATH PROJECT TITLE GIANT CONFERENCE 2014 | SERVICE
DESIGN MAKING Beginning Middle End
DATEADAPTIVE PATH PROJECT TITLE GIANT CONFERENCE 2014 | SERVICE
DESIGN MAKING Pre-Visit At Exploritorium After
Best Practices Move your camera to show the right level of zoom
Include detail where it matters most Have a clear beginning,
middle, and end Tell both the physical and emotional journey Show
co-value in each interaction SERVICE STORIES GIANT CONFERENCE 2014
| SERVICE DESIGN MAKING
DATEADAPTIVE PATH PROJECT TITLE SERVICE STORMING
DATEADAPTIVE PATH PROJECT TITLE GIANT CONFERENCE 2014 | SERVICE
DESIGN MAKING source: The Exploritorium
Service Encounters Happen in real-time at a specic time and
place Are subject to human emotion and variability May be mediated
or augmented with other touchpoints Are rarely an end point; they
bridge to other touchpoints SERVICE STORMING GIANT CONFERENCE 2014
| SERVICE DESIGN MAKING
DATEADAPTIVE PATH PROJECT TITLE GIANT CONFERENCE 2014 | SERVICE
DESIGN MAKING
Service storming uses voice, physicality, and staging to
quickly prototype and rene service encounters.
DATEADAPTIVE PATH PROJECT TITLE GIANT CONFERENCE 2014 | SERVICE
DESIGN MAKING Acting & Improvisation
DATEADAPTIVE PATH PROJECT TITLE GIANT CONFERENCE 2014 | SERVICE
DESIGN MAKING Creativity & Play
ADAPTIVE PATH | UXI Science Engaging in physical expression
activates dierent parts of your brain, helping you to think in new
ways. Art Service delivery is a performance. If your skit connects
with the audience, you are probably being human.
DATEADAPTIVE PATH PROJECT TITLE GIANT CONFERENCE 2014 | SERVICE
DESIGN MAKING source:
source:http://whitekaos.les.wordpress.com/2011/03/service-prototyping.jpg
Why Service Storming? Co-create: Include sta, customers, etc.
Iterative: Make, learn, make again Real time: Simulate real-time
service encounters Malleable: Change roles, constraints, channels,
etc. Art/Science: Taps into dierent parts of you brain Fun: Why not
have fun at work? SERVICE STORMING GIANT CONFERENCE 2014 | SERVICE
DESIGN MAKING
Acting DIGITAL SERVICES TROUBLE SPOT LOW POINT HIGH POINT
ADAPTIVE PATH'S GUIDE TO EXPERIENCE MAPPING GIANT CONFERENCE 2014 |
SERVICE DESIGN MAKING TWITTER TEASER EMAIL WEBSITE GUIDE
USER TWITTER TEASER EMAIL WEBSITE GUIDE GIANT CONFERENCE 2014 |
SERVICE DESIGN MAKING
Variations Communicate and explore service experience insights
Early generative brainstorming Evolution and renement of service
stories Detailed design of customer-sta interactions SERVICE
STORMING GIANT CONFERENCE 2014 | SERVICE DESIGN MAKING
ADAPTIVE PATH | UXI EXERCISE #2 Service Storming
Three Important Rules No sitting after the rst 10 minutes No
pitching! Show the experience, dont sell it Have fun but dont make
your goal to be funny SERVICE STORMING GIANT CONFERENCE 2014 |
SERVICE DESIGN MAKING
GIANT CONFERENCE 2014 | SERVICE DESIGN MAKING SERVICE STORMING
10 Minutes - Go through your stories and discuss a general approach
to what you are going to explore 20 Minutes - Service storm! Your
story must include multiple touchpoints and channels. 2 Minutes -
Perform! Instructions
DATEADAPTIVE PATH PROJECT TITLE SERVICE BLUEPRINTS
http://parksandresorts2.wdpromedia.com/media/dvc_v0500/prospects/mediaplayer/destinations/disney/slides/walt-disney-world-01-v1.jpgADAPTIVE
PATH SERVICE DESIGN MAKING
http://3.bp.blogspot.com/-vuFh-zGnCMA/Tj1ZJHuHjQI/AAAAAAAAwYk/E3iXCXgB_jU/s1600/IMG_1447.JPGADAPTIVE
PATH SERVICE DESIGN MAKING
http://suncoastnews.com/storyimage/SU/20100601/ARTICLE/306019991/AR/0/AR-306019991.jpgADAPTIVE
PATH SERVICE DESIGN MAKING
http://upload.wikimedia.org/wikipedia/en/archive/4/4c/20060907070136!Push_with_characters.jpgADAPTIVE
PATH SERVICE DESIGN MAKING
http://1.bp.blogspot.com/-3JyXnsbYZsQ/UxkvNFWWnoI/AAAAAAAAEzQ/zNVSwDw9XhE/s1600/4Keys.JPGADAPTIVE
PATH SERVICE DESIGN MAKING
http://www.doctordisney.com/wp-content/uploads/2014/03/mickey-brooms.jpgADAPTIVE
PATH SERVICE DESIGN MAKING
http://upload.wikimedia.org/wikipedia/commons/8/8c/WaltDisneyplansDisneylandDec1954.jpgADAPTIVE
PATH SERVICE DESIGN MAKING
http://bigoridacountry.com/utilidors/utilidor_construction_1.jpgADAPTIVE
PATH SERVICE DESIGN MAKING
http://atlas-dev.s3.amazonaws.com/uploads/assets/disney_exec_housekeeper.jpegADAPTIVE
PATH SERVICE DESIGN MAKING
http://atlas-dev.s3.amazonaws.com/uploads/assets/disney_exec_housekeeper.jpegADAPTIVE
PATH SERVICE DESIGN MAKING
http://atlas-dev.s3.amazonaws.com/uploads/assets/akt_diagram_red.jpegADAPTIVE
PATH SERVICE DESIGN MAKING
http://2.bp.blogspot.com/-KZ0KVmJactI/Tpxbe9jnO9I/AAAAAAAAB24/QoB3_2S0jpI/s1600/IMG_9005.JPGADAPTIVE
PATH SERVICE DESIGN MAKING
http://2.bp.blogspot.com/-KZ0KVmJactI/Tpxbe9jnO9I/AAAAAAAAB24/QoB3_2S0jpI/s1600/IMG_9005.JPGADAPTIVE
PATH SERVICE DESIGN MAKING Experience Magic
DATEADAPTIVE PATH PROJECT TITLE GIANT CONFERENCE 2014 | SERVICE
DESIGN MAKING Your experience may vary source:
http://www.businessinsider.com/amy-poehler-in-best-buys-super-bowl-ad-rst-photos-2013-1
Services experiences are the orchestration of people,
processes, and technology.
Services experiences are the orchestration of people,
processes, and technology.
DATEADAPTIVE PATH PROJECT TITLE PROCESS 13C. source:
http://panathinaeos.les.wordpress.com/2010/10/seventh_seal_14.jpgADAPTIVE
PATH SERVICE DESIGN MAKING
DATEADAPTIVE PATH PROJECT TITLE ADAPTIVE PATH SERVICE DESIGN
MAKING PROCESS 13C. Process 13c. A journey
DATEADAPTIVE PATH PROJECT TITLE PROCESS 17C. source:
http://upload.wikimedia.org/wikipedia/commons/thumb/a/a4/Anatomia_xiv_secolo.jpg/897px-Anatomia_xiv_secolo.jpgADAPTIVE
PATH SERVICE DESIGN MAKING
DATEADAPTIVE PATH PROJECT TITLE ADAPTIVE PATH SERVICE DESIGN
MAKING PROCESS 13C. Process 17c. A continuous series of actions
meant to accomplish some result.
DATEADAPTIVE PATH PROJECT TITLE PROCESS 20C. source:
http://www.doctormacro.com/Images/Chaplin,%20Charlie/Annex/Annex%20-%20Chaplin,%20Charlie%20(Modern%20Times)_01.jpgADAPTIVE
PATH SERVICE DESIGN MAKING
DATEADAPTIVE PATH PROJECT TITLE ADAPTIVE PATH SERVICE DESIGN
MAKING PROCESS 13C. Process 20c. A sequence of interdependent and
linked procedures which, at every stage, consume one or more
resources (employee time, energy, money) to convert inputs (data,
material, parts) into outputs. These outputs then serve as inputs
for the next stage until a known end result is reached.
DATEADAPTIVE PATH PROJECT TITLE IRRATIONAL ENGAGEMENT source:
http://www.soundonsight.org/wp-content/uploads/2011/11/Brazil.jpgADAPTIVE
PATH SERVICE DESIGN MAKING
DATEADAPTIVE PATH PROJECT TITLE WHAT HAVE WE BUILT? source:
http://24.media.tumblr.com/tumblr_m970z4Gotv1qzcgluo1_1280.jpgADAPTIVE
PATH SERVICE DESIGN MAKING
DATEADAPTIVE PATH PROJECT TITLE MOVING BEYOND THE INDUSTRIAL
MODEL source:
http://blog.washingtonpost.com/story-lab/assemblyline.jpgADAPTIVE
PATH SERVICE DESIGN MAKING
DATEADAPTIVE PATH PROJECT TITLE MOVING BEYOND THE INDUSTRIAL
MODEL Industrial Production ! Tangible Technology Eiciency Linear
Standards ! ! Service Delivery ! Intangible Human-centered
Experience Non-linear Principles ! ! ADAPTIVE PATH SERVICE DESIGN
MAKING
DATEADAPTIVE PATH PROJECT TITLE Journey Process
http://2.bp.blogspot.com/-KZ0KVmJactI/Tpxbe9jnO9I/AAAAAAAAB24/QoB3_2S0jpI/s1600/IMG_9005.JPGADAPTIVE
PATH SERVICE DESIGN MAKING Experience Magic
What do we make to help an organization turn the ordinary into
the magical?
Exhibit I StarKlard execution time 2 minutes Total acceptable
execution time 5 minutes Blueprint for a comer shoeshine Brush
shoes Faciiitating services and products Une of vialblllty Not seen
by customer but necessary to perfonnance Select and purchase
supplies
! ! ! Kevin L., Yelper Nothing nonverbally communicates
megaballer like sitting on a throne in the Financial District and
having the sh#$ shined out of your shoes in front of everybody.
ADAPTIVE PATH SERVICE DESIGN MAKING source:
http://upload.wikimedia.org/wikipedia/commons/thumb/a/a7/San_Francisco_-_Famous_Wayne's_shoeshine_02.jpg
ADAPTIVE PATH SERVICE DESIGN MAKING source:
http://blog.modernmechanix.com/mags/PopularScience/10-1937/shoe_shine_merry_go_round.jpg
http://www.jetsetzero.tv/wp-content/uploads/2009/07/P1010270.jpgADAPTIVE
PATH SERVICE DESIGN MAKING
PATIENT ACTIONS PHYSICAL EVIDENCE ONSTAGE CONTACT PERSON
BACKSTAGE CONTACT PERSON Debbies Chart Cart Records/ Database
System Bin System Check Vitals & Ask Quest Place in Kassam Bin
Meet Dr. Kassam Kassam Gets Quick Review Take Away Chart Process
& Check-out Records/ Database System Dictation Chart Storage
System Door Tag System See Other Patients SUPPORT PROCESSES Sign In
Front Desk Waiting Room Front Desk Front Desk Hallway Exam Room MRI
& Chart Exam Room MRI & Chart Door Tag Waiting Room
Check-out Room Waiting Room Line of Interaction Line of Visibility
Responds Follow to Exam Rm Answer Questions Ask Questions Return
Door Tag Check-out, Pay, & Leave Check-in Welcome Get Patient
Chart See Other Patients Process See Other Patients Brings Door Tag
Back Call Patient Grab Door Tag Escort to Exam Rm Chart in To Be
Seen Bin Write Rm # on Schedule See Other Patients Grab Chart from
Bin Chart Taken by Staff Check Patient Location Check Patient
Location Schedule System Service Blueprint of Presby Neuro Clinic ?
? ? ? ? Line of Internal Interaction ? ? ? Wait Wait Wait in Exam
Rm Wait Wait
DATEADAPTIVE PATH PROJECT TITLE ADAPTIVE PATH SERVICE DESIGN
MAKING SERVICE BLUEPRINT Service blueprinting helps organizations
translate a service experience vision into operational
reality.
Blueprint Building Blocks SERVICE BLUEPRINTING LINE OF
VISIBILITY CUSTOMER ACTIONS TOUCHPOINTS STAFF ACTIONS BACK STAGE
STAFF SUPPORT PROCESSES TIME GIANT CONFERENCE 2014 | SERVICE DESIGN
MAKING
ADAPTIVE PATH | UXI Example SERVICE BLUEPRINTING Customer
orders a hamburger Dinner menu Server records order on Notepad
Order system Customer waits Server enters order into system Server
checks on customer Chef receives order and makes burger Customer
asks for water Status Conversation Hamburger ingredients Server
delivers hamburger Chef delivers hamburger to server Customer
receives order Hamburger Notepad
ADAPTIVE PATH | UXI Iteration SERVICE BLUEPRINTING Customer
orders a hamburger Dinner menu Server records order on iPad
Customer waits Server checks on customer Chef receives order and
makes burger Customer asks for water Status Conversation Server
delivers hamburger Chef delivers hamburger to server Customer
receives order Hamburger Order system iPad app Hamburger
Ingredients
http://www.jetsetzero.tv/wp-content/uploads/2009/07/P1010270.jpgADAPTIVE
PATH SERVICE DESIGN MAKING
Benets of Blueprinting Prototype of the future experience
Provides low delity version of the service experience: great for
ideation Visualizes vision of the service experience Strategic tool
for project planning Helps see where and how existing and future
ideas t with the envisioned experience Combination of customer
experience with an operational tool Helps design and engineering
speak the same language SERVICE BLUEPRINTING GIANT CONFERENCE 2014
| SERVICE DESIGN MAKING
ADAPTIVE PATH | UXI EXERCISE #3 Service Blueprinting
Instructions SERVICE BLUEPRINTING GIANT CONFERENCE 2014 |
SERVICE DESIGN MAKING 5 Minutes - Building o of your stories from
the rst two exercises, choose a beginning and end point to
blueprint 25 Minutes - Blueprint your service 10 Minutes - Act out
your blueprint for another team and get feedback 15 Minutes - Rene
your blueprint 5 Minutes - Group Discussion
Tips SERVICE BLUEPRINTING GIANT CONFERENCE 2014 | SERVICE
DESIGN MAKING Start with the visible experience. Architect the
interactions and ow between the customer and digital, static, and
human touchpoints Then look backstage. What people, processes, and
technologies would support the experience. Keep moving forward so
you have time to iterate. Acting or sketching can help you gut
check if what your blueprinting ows.
More Tips SERVICE BLUEPRINTING GIANT CONFERENCE 2014 | SERVICE
DESIGN MAKING Think of touchpoints as something well need to design
Touchpoints can be people, static artifacts, or dynamic artifacts
Customer actions = Verb (walks into museum or views instructional
video) Dont get too detailed at anyone step. Focus on ow and
connections Front stage rst; backstage second (this is not a hard
rule)
DATEADAPTIVE PATH PROJECT TITLE FINAL THOUGHTS
DATEADAPTIVE PATH PROJECT TITLE GIANT CONFERENCE 2014 | SERVICE
DESIGN MAKING source:
http://foliovision.com/images/2012/10/Rodin-the-Thinker.jpg
Think
DATEADAPTIVE PATH PROJECT TITLE GIANT CONFERENCE 2014 | SERVICE
DESIGN MAKING source:
http://farm4.staticickr.com/3013/2614466422_87da07eb78_o.jpg
Make
DATEADAPTIVE PATH PROJECT TITLE GIANT CONFERENCE 2014 | SERVICE
DESIGN MAKING source:
http://3.bp.blogspot.com/-dtdHFVzXrG8/T-dejxDfj4I/AAAAAAAAA8w/3xiTH9V8D-s/s1600/OrcStorytellers.jpg
Stories
DATEADAPTIVE PATH PROJECT TITLE GIANT CONFERENCE 2014 | SERVICE
DESIGN MAKING source:
http://images3.wikia.nocookie.net/__cb20121027235942/disney/images/c/ce/Peterpan2-disneyscreencaps.com-5489.jpg
Believe
DATEADAPTIVE PATH PROJECT TITLE GIANT CONFERENCE 2014 | SERVICE
DESIGN MAKING source: http://ko.fotopedia.com/items/ickr-157363377
Connections
DATEADAPTIVE PATH PROJECT TITLE GIANT CONFERENCE 2014 | SERVICE
DESIGN MAKING source: http://ko.fotopedia.com/items/ickr-157363377
Waves
DATEADAPTIVE PATH PROJECT TITLE GIANT CONFERENCE 2014 | SERVICE
DESIGN MAKING source: http://ic.kr/p/fG56HY More Human Service
Experiences
SWATCHES Color Palette RGB 248/204/43 HEX F8CC2B RGB 249/157/28
HEX F99D1C RGB 108/190/77 HEX 6CBE4D RGB 67/184/215 HEX 43B8D7 RGB
29/120/153 HEX 1D7899 RGB 78/85/92 HEX 4E555C RGB 45/49/53 HEX
2D3B35 RGB 230/231/232 HEX E6E7E8 Thank YouThank You Patrick
Quattlebaum Managing Director Evi K. Hui Experience Designer Noel
Johnson Senior Program Manager Stephanie Wilson-Wagner Client
Partner www.adaptivepath.com