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THE TOOL BOXMaya Chatila Marco Cirri Catalina Caicedo Kelly Benton
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PAINT
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INPUTS
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Service Package
Serv 216: Blueprinting Services | Professor Louis T. Baker | Assignment 6 | Fall 2015 Maya Chatila, Marco Cirri, Kelly Benton, C
CORESERVICES
AUGMENTEDSERVICE
OFFERING
ENABLINGSERVICES
ENHANCINGSERVICES
HardwareHome Improvement
Brick & Mortar StoresOnline Store/website
Mobile ApplicationCall Center
Interactive DisplaysSamples
BrochuresRange of products
Special buy of the day
Ease of Access- Cramped layout- Confusing displays- Signs arent visible- Hidden store maps
Quality of Interaction- Absent employees- Limited interactivedisplay
- Limited self-checkout
Participation- Greeters- Indifferent employees
Delivery ServiShipping ServInstallation SeMoving ServicHome Repair Protection PlaStore Credit CIn-store Picku
Add-ons
P.o.v: Service Provider P.o.v: User
Approach: Technical Approach: Functional
Nature: Services & Goods Nature: Features & Benefits
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Stakeholder Map
Serv 216: Blueprinting Services | Professor Louis T. Baker | Assignment 6 | Fall 2015 Maya Chatila, Marco Cirri, Kelly Benton, C
Off-site Management
Contractors
DIYers
Students
HobbyistsFamilies
Other
Customer
Service
Designers
Sales Associates
Seasonal
Employees
Cashiers
Pro Services
Delivery
Specialists
Stockers
MaintenanceVendors
On-site
Management
Department
Associates
Off-site Customer
Service
Off-site Management
Contractors
DIYers
Students
HobbyistsFamilies
Other
Customer
Service
Designers
Sales Associates
Seasonal
Employees
Cashiers
Pro Services
Delivery
Specialists
Stockers
MaintenanceVendors
On-site
Management
Department
Associates
Off-site Customer
Service
Off-site Management
Contractors
DIYers
Students
HobbyistsFamilies
Other
Customer
Service
Designers
Sales Associates
Seasonal
Employees
Cashiers
Pro Services
Delivery
Specialists
Stockers
MaintenanceVendors
On-site
Management
Department
Associates
Off-site Customer
Service
Off-site Management
Contractors
DIYers
Students
HobbyistsFamilies
Other
Customer
Service
Designers
Sales Associates
Seasonal
Employees
Cashiers
Pro Services
Delivery
Specialists
Stockers
MaintenanceVendors
On-site
Management
Department
Associates
Off-site Customer
Service
Off-site Management
Contractors
DIYers
Students
HobbyistsFamilies
Other
Customer
Service
Designers
Sales Associates
Seasonal
Employees
Cashiers
Pro Services
Delivery
Specialists
Stockers
MaintenanceVendors
On-site
Management
Department
Associates
Off-site Customer
Service
On-Site Management
Off-Site Management
- Department Manager- Store Manager- Assistant Store Manager- Installation Manager- Department Supervisor- Garden Center Manager- Night Manager- Floor Manager
- Pricing Coordinator- Zone Manager- Operations Manager- Office Administrator- Market Manager- Product Manager- Project Coordinator- Operations Supervisor- Area Manager- Senior Financial Analyst- Communications Manager- Lead Generator- Senior Quality Engineer- Building Manager
- Director- Corporate Manager- Board- President
- Head of Customer Services- Customer Service Representative- Pro Services- Customer Assistant- Greeter- Receptionist- Guard
- Technical Support- Phone Operator- Insides Sale Representative- Maintenance
- Garden Associates- Paint Associates- Lumber Associates- Project Specialist- Gardener- Kitchen Designer- Flooring Specialist- Hardware Associate- Plumbing Associate- Lighting Associate- Appliance Associate
- Delivery Driver- Shipping Clerk- Assembler- Service Delivery Manager- Order Picker- Shipping Supervisor
- Lead Cashier- Retail Sales Assoc- Cashier- Sales Associate
- Unloader/loader- Overnight stocker- Receiver- Stocker- Forklift Operator- Warehouse Worke- Freight Manager- Freight Team Asso- Vendor
On-Site Customer Service
Off-site Customer Service
Department Associates
Delivery Specialists
Sales
Stockers
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Category OverviewBrands
Serv 216: Blueprinting Services | Professor Louis T. Baker | Assignment 6 | Fall 2015 Maya Chatila, Marco Cirri, Kelly Benton, C
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Category Overview
Serv 216: Blueprinting Services | Professor Louis T. Baker | Assignment 6 | Fall 2015 Maya Chatila, Marco Cirri, Kelly B
Interior Paint Spray PaintExterior Paint
Subcategories
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Category Overview
Serv 216: Blueprinting Services | Professor Louis T. Baker | Assignment 6 | Fall 2015 Maya Chatila, Marco Cirri, Kelly Benton, C
Value
Basic Mid Premium Ultra Premium
$9- $20 $21- $40 $41- $50 $51- $100
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Category Overview
Serv 216: Blueprinting Services | Professor Louis T. Baker | Assignment 6 | Fall 2015 Maya Chatila, Marco Cirri, Kelly Benton, C
Accessories
Accessories
Hoses
Spray guns
Essentials
Brushes
Buckets
Add-ons
Delivery & Installation
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Encounter MapUser: Entrepreneur Elana
Maya Chatila, Marco Cirri, Kelly Benton, CServ 216: Blueprinting Services | Professor Louis T. Baker | Assignment 6 | Fall 2015
Needs exterior paint
for small business
TRIGGER
Uses app to color match
Finds closest store location online
Drives to store
Finds paint section
Looks at different paint brands
Interacts with displays
Asks associate for information on color mixingShows paint service desk associates specific color
Gets quote for color mixing
Looks at other paint accessories
Drives home
Receives the paint order
Paints exterior of business
Places paint order
EXITS THE STORE ENTERS THE STORE
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Encounter MapUser: Charming Courtney
Maya Chatila, Marco Cirri, Kelly Benton, CServ 216: Blueprinting Services | Professor Louis T. Baker | Assignment 6 | Fall 2015
Needs paint for complete
home renovaton
TRIGGER
Compiles information on paint colors online
Gathers room paint inspiration from magazine
Drives to the store
Finds paint section
Look at different color palettes
Take free color samples
Asks associate for more informationInteracts with displays
Looks at paint accessories
Gets a price quote
Drives home
Test the color samples on walls
Decides on a color
Heads to paint service counter
EXIT THE STORE ENTERS THE STORE
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Service Environments & Zones
Maya Chatila, Marco Cirri, Kelly Benton, CServ 216: Blueprinting Services | Professor Louis T. Baker | Assignment 6 | Fall 2015
Lumber
Ladders
Lawn Mowers Lawn Mowers Gardening
CheckoutCheckoutCheckout
Bath Lightning
Electrical
Cleaning
Seasonal
Repair Center
Garden Cent
Doors &
Windows
Building
MaterialsPlumbing PaintFlooring Hardware
Home Deco &
Furniture
GARDEN CEN
ENTRANCE
EXIT
MAIN ENTRANCE
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Service Environments & Zones
Maya Chatila, Marco Cirri, Kelly Benton, CServ 216: Blueprinting Services | Professor Louis T. Baker | Assignment 6 | Fall 2015
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Bi-polar Opposites
Maya Chatila, Marco Cirri, Kelly BeServ 216: Blueprinting Services | Professor Louis T. Baker | Assignment 6 | Fall 2015
Low budget Big budget
Do-it-yourself personality Hire a contractor type
Loves to decorate Doesnt care about decora
Knowledgeable
Lots of free me Only free on weekends
Lacking knowledge
ProfessionalHobbyist
Young Old
Business Owners
TARGET GROUP A
Home Owners
TARGET GROUP B
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Target Group Study
Maya Chatila, Marco Cirri, Kelly BeServ 216: Blueprinting Services | Professor Louis T. Baker | Assignment 6 | Fall 2015
TARGET GROUP A
Key MotivatorsBusiness, Monetary Interest, Succeeding
Physical / Emotional / MentalHard-working, Busy, Excited, Invested
ExpectationsGet a great deal
Get help from knowledgeable professionals
Key MotivatorsLow costs, Seeking painting help
GoalsGet affordable paint
Get tools to perform painting job properly
Physical / Emotional / MentalExcited, Eager
ExpectationsGet help from knowledgeable professionals
Learn about different paints
Get a great deal
GoalsGet affordable paint
Get tools to perform painting job properly
TARGET GROUP B
BUSINESS OWNER HOME OWNER
ENTREPRENEUR ELANA
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ENTREPRENEUR ELANA 36 years old
Single
Originally from Chicago, IL
Lives in Savannah, GA
Starting own business
I came to Savannah to start
business. I want to make this
my new home, and grow my
business.
GOALS to personalize her store
to open her store as soon as possible
to find affordable paint & stick to budget
to beautify her stores curb appeal to gain more knowledge and experience about painting
VALUES Education
Family
Friends
Affordable finds
Success
BEHAVIORS Outgoing
Ambitious
Perfectionist
Energetic
ACTIVITIES
NOW OPEN!
ENVIRONMENTS Relocated from Chicago to Savannah
Lives in downtown Savannah
Opening a store in Savannah
FAVORITE COLORS
Maya Chatila, Marco Cirri, Kelly BServ 216: Blueprinting Services | Professor Louis T. Baker | Assignment 6 | Fall 2015
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Maya Chatila, Marco Cirri, Kelly BeServ 216: Blueprinting Services | Professor Louis T. Baker | Assignment 6 | Fall 2015
Service BlueprintEntrepreneur Elana
- Color Match App- Cars/Personal Car- Traffic lights- Parking spaces- Signs- Shopping carts- Website
- Shopping Carts- Main Entrance- Associates- Receptionist- Lights- Aisles- Signs
- Paint Customer Service Desk- Customer Service desk- Customers- Brochures- Tools- Store map- Paint cans
- Paint displays- Paint brushes and tools- Paint mediums- Paint color palettes- Paint sticks- Buckets- Cardboard boxes
- Interactive display- Paint cleanup & respiratory tools
BEFORE DURING AFTER
Main Store
++Excited
Parking Lot
Color matchusing phone app
Find closeststore location
online
Drives to HomeDepot
& parks nearmain entrance
Enters storethrough main
entrance
Asks for colormixing price
quote
Looks at painttools and other
accessories
Drives homePa
Looks atdifferent paint
brands
Home
LINE OF INTERACTION
SENSORY
USER ACTION
EMOTION
ENVIRONMENT
OBJECTS
LINE OF VISIBILITY
PhoneApplication Website
PaintAssociate
Stockers
Touch-screenpaint display
PaintAssociate
DeliveryAssociate
PaintAssociate
PaintAssociate
Web & AppDevelopers
Stockers
UX ProblemsConfusingNot knowledgeable
enough
Hard to findemployee
Colors on websitearent accurate
Cant self checkoutwith custom order
Confusing
++Excited, ++Eager
Bright, Cramped, Noisy, Funky smell Cramped, Unorganized, Bright, Busy, Cluttered, Hard to locate items
Interacts withpaint display
Messy, Construction zone
- Personal car- Cars- Traffic lights- Parking spaces- Signs
Receives custompaint delivery
- Furn- Stor- Hom- Pain- Deliv- Card
++Excited ++Annoyed, ++Confused, ++Disappointed
Personal Store
++Excited
Busy
Looks at signsfor directions
Finds paintsection
Asks associatefor informationon color mixing
Shows associatespecific color
Places custompaint order and
checks out
! ! !! !
UXTeam
Perso
++Exha
Color, pa
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Maya Chatila, Marco Cirri, Kelly Benton, CatServ 216: Blueprinting Services | Professor Louis T. Baker | Assignment 6 | Fall 2015
Storyboard
Elana just moved to Savannah to start a new business venture.She needs to paint her store.
She heads to Home Depot to select paint colors for her store. Elana was confused about the different paints available and proper usage. She was unable to receive proper help from tpaint associates, and was therefore unsatisfied with the whoexperience.
CHARMING COURTNEY
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CHARMING COURTNEY 63 years old
Married
Retired teacher
Lives in Savannah, GA
Going through her secondhome rennovation
I finally convinced my husba
rennovate our home. I want t
change everything!
GOALS to rennovate her home
to re-paint walls to match her new furniture
to add more color to her home
to beautify her home to have a more modern feel to her home
VALUES Education
Family
Friends
Affordable finds
Beautiful art
BEHAVIORS Confident
Outgoing
Health-conscious
Energetic
ACTIVITIES
ENVIRONMENTS Primary home in Savannah, GA
FAVORITE COLORS
HOME
DECO
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Maya Chatila, Marco Cirri, Kelly BeServ 216: Blueprinting Services | Professor Louis T. Baker | Assignment 6 | Fall 2015
Service BlueprintCharming Courtney
- Home furniture- Cars/Personal Car- Traffic lights- Parking spaces- Signs- Shopping carts- Website & magazines
- Shopping Carts- Main Entrance- Associates- Receptionist- Lights- Aisles- Signs
- Paint Customer Service Desk- Customer Service desk- Customers- Brochures- Tools- Store map- Paint cans
- Paint displays- Paint brushes and tools- Paint mediums- Paint color palettes- Paint sticks- Buckets- Cardboard boxes
- Interactive display- Paint cleanup & respiratory tools
BEFORE DURING AFTER
Main Store
++Excited, ++Relaxed
Parking Lot
Researchespaints online
Gets room paintinspiration from
magazines
Drives to HomeDepot
& parks nearmain entrance
Enters storethrough main
entrance
Looks at painttools and other
accessories
Drives homeMa
colo
Looks atdifferent color
palettes
Home
LINE OF INTERACTION
SENSORY
USER ACTION
EMOTION
ENVIRONMENT
OBJECTS
LINE OF VISIBILITY
Website
Stockers
Touch-screenpaint display
Paint Associate Paint Associate
WebDevelopers
MagazineEditors
UX Problems Not knowledgeableenough
Hard to findemployee
++Tired
Bright, Cramped, Noisy, Funky smell Cramped, Unorganized, Bright, Busy, Cluttered, Hard to locate items
Interacts withpaint display
Fresh scent, Soft couch
- Personal car- Cars- Traffic lights- Parking spaces- Signs- Paint samples- Furniture
Tests colorsamples on walls
++Excited ++Annoyed, ++Confused, ++Disappointed
Home
++Excited
Busy
Looks at signsfor directions
Finds paintsection
Takes freecolor samples
Asks associatefor advice
Gets a pricequote
! !
UX Team
Person
++Reliev
Color sam
!
Confusing
Stockers
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Maya Chatila, Marco Cirri, Kelly Benton, CaServ 216: Blueprinting Services | Professor Louis T. Baker | Assignment 6 | Fall 2015
Storyboard
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Maya Chatila, Marco Cirri, Kelly Benton, CatServ 216: Blueprinting Services | Professor Louis T. Baker | Assignment 6 | Fall 2015
Service QualityCustomer Satisfaction & Goal Fulfillment
Satisfied Customers
Wide selection
Add-on services
Huge selection of paint
Huge selection of primers
Employees are friendly
General user information
Looking for a broad selection of hardware/tools/paint
Expects to receive help from associates
Customers range from DIYers to professionals
Usually have at least a basic knowledge of items they are looking for
Pros Cons
Employees arent knowledgeable
S i Q lit
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Maya Chatila, Marco Cirri, Kelly Benton, CatServ 216: Blueprinting Services | Professor Louis T. Baker | Assignment 6 | Fall 2015
Service QualityCustomer Satisfaction & Goal Fulfillment
Unsatisfied Customers
Wide selection
Add-on services
Huge selection of paint
Huge selection of primers
General user information
Looking for a broad selection of hardware/tools/paint
Expects to receive help from associates
Customers range from DIYers to professionals
Usually have at least a basic knowledge of items they are looking for
Pros Cons
Employees arent knowledgeable
Employees are hard to find
Employees arent friendly
S i Q lit
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Maya Chatila, Marco Cirri, Kelly Benton, CatServ 216: Blueprinting Services | Professor Louis T. Baker | Assignment 6 | Fall 2015
Service QualityComparisons with Apple
Customer Service/Informational
Store layout & design
Workshops
More information about appliance features
Consultations
More knowledgeable employees
Efficient and spacious layout
Logical progression of layout
Allows customers to browse/showcases products on display
Appliance demonstration by brand reps
http://bgr.com/2015/05/26/apple-customer-service-genius-bar/
The Genius Bars within Apple stores were positioned as anintegral part of the overall user experience, enabling users toseek and receive support for both hardware and softwareproblems.
From start to finish, the process was simple, friendly, andextremely consumer focused. For starters, setting up an ap-pointment with the Genius Bar via Apples online websitewas intuitive and easy.
Upon arriving to the Apple Store on the day of said ap-pointment, the stores resident hipster/greeter asked whatbrought me in. I told him I had an appointment and within 1minute I had a seat at a table. Not more than a few minuteslater, my 11 a.m appointment got started at 11:05, prettyimpressive given that the Genius Bar was extraordinarilypacked at one of Chicagos busiest downtown locations.
G A l i
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Maya Chatila, Marco Cirri, Kelly Benton, CatServ 216: Blueprinting Services | Professor Louis T. Baker | Assignment 6 | Fall 2015
Gap Analysis
What customers expect What customer receivesGap
Color scheme displays
Texturing medium displays
Knowledgeable associates
Indistinguishability
Inaccessibility
Indifference
Paint hues displays
No texturing display
Unqualified associates
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Ma a Chatila, Marco Cirri, Kell Benton, CatServ 216: Blue rintin Services | Professor Louis T. Baker | Assi nment 6 | Fall 2015
Deep Insights
Color Matching Touchscreen
Staff seem to be more knowledgeable than those at competitor store
Available brochures on some products
Lots of promotional sales
Range of brands
Not enough staff on hand
Hard to locate staff sometimes (huge store)
Although there is a variety of brands, the selection is lacki
Staff is not friendly
Employees sometimes lack the knowledge/cant assistcustomers
Space seems cluttered and hard to navigate through
Color Matching Touchscreen only d isplays select brands
No store brand paint selection
NegativePositive
St t i P bl
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Maya Chatila, Marco Cirri, Kelly Benton, CatServ 216: Blueprinting Services | Professor Louis T. Baker | Assignment 6 | Fall 2015
Strategic ProblemsService Providers POVCustomers POV
How can I distinguish between various products and their benefits?
How can I differentiate between different texturing mediums?
How can I receive more information on the paints available?
How can I receive more information on painting accessories?
How can I compare all paints available to pick get the best value?
How can I learn about paint care?
How can the in-store paint selection be increased?
How can the Color Matching touchscreen be improved?
How can all paint brands be featured for comparison?
How can the overall paint section layout be overhauled tobetter facilitate customer flow?
How can all texturing mediums be displayed?
How can employees offer more insight to customers aboutpainting methods/techniques/care?
How can more information be incorporated into the aisle dis
Fo r Action Frame ork
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Maya Chatila, Marco Cirri, Kelly Benton, CatServ 216: Blueprinting Services | Professor Louis T. Baker | Assignment 6 | Fall 2015
Four Action Framework
Lack of organization Poor customer service
Reduce Remove
Raise Add
Paint brand variety
Information available
Customer service
Visual aids
More signs
Clear section dividers
Information on each brand
Customer reviews
Zone awareness
Detailed paint comparison charts
Revamped Vision
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Maya Chatila, Marco Cirri, Kelly Benton, CatServ 216: Blueprinting Services | Professor Louis T. Baker | Assignment 6 | Fall 2015
Revamped Vision
Provide customers with more information, options, in-store inter-
action, and better customer service.
More information on the website and in-store
Information offering brands comparisons
Better organization
Interactive displays for customers to learn about paint
Excitement
Making dreams come true
Customer fulfillment
Customer satisfaction
Inspiration
Delight
Achieved Through: Evoking Emotions:
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PROCESS
Brainstorming Incremental Ideas
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Maya Chatila, Marco Cirri, Kelly BeServ 216: Blueprinting Services | Professor Louis T. Baker | Assignment 6 | Fall 2015
Brainstorming Incremental Ideas
Brainstorming Incremental Ideas
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Maya Chatila, Marco Cirri, Kelly BeServ 216: Blueprinting Services | Professor Louis T. Baker | Assignment 6 | Fall 2015
Brainstorming Incremental Ideas
Incremental Ideas
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1- Better lighting2- More paint use information on website and application3- Organize paints and tools by brand and type4- Provide more training for employees5- More employees that staff the paint section6- More organization overall7- Better signs/aids to help customer get to the paint section8- Separate accessories by section9- Visible signs to divide the categories in the paint section10- More samples from other brands11- Separate sections for each brand12- More informative labels for paint samples13- Larger aisle/paint department overall14- More divisions between paint hues
15- Identify different brands with markers16- Divide the paint and accessories section17- Paint brochures near store entry to aid customer18- Improve the paint service desk customer service19- More paint specialists20- Texture samples in brush section21- Clarification of prices for each product22- Train employees to assist customers/customer service23- Implement how to post cards24- Add paint swatches next to paint cans to provide a visual aid for customers
25- Palettes that show paint textures/medium comparisons
26- Paint sample comparison wall27- Extend paint recognition software to all brands28- Information about brush cleaning/care29- In-store and online paint demonstrations30- Offer painting services in-store and online31- Reduced sample can prices32- Brighten up paint displays33- Provide better visuals of paint34- Live tutorials for paint mixing35- Wet and dry paint samples for comparison36- Add dividers for interior and exterior paints37- Categorize different paint quality38- Try before you buy availability39- Advertise promotional sales on paint at store entrance
40- Advertise promotional sales on paint at paint service cou41- More information on each different brand42- More information regarding paint respiratory accessorie43- More variety for respiratory accessories44- More medium variety45- More visible information on paint drying times46- More information on paint/wall care47- Advertise color mixing48- More information on color mixing process/service49- Display color mixing prices
50- More signs to help locate the paint section
Maya Chatila, Marco Cirri, Kelly BentServ 216: Blueprinting Services | Professor Louis T. Baker | Assignment 6 | Fall 2015
Incremental Ideas
Affinitizing Ideas
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Website & ApplicationIn-store Information
Item Availability
- More paint use information on website and appli- Organize paints and tools by brand and type- More informative labels for paint samples- Paint brochures near store entry to aid customer- Texture samples in brush section- Clarification of prices for each product- Implement how to post cards- Add paint swatches next to paint cans to provide a visual- Palettes that show paint textures/medium comparisons- Paint sample comparison wall- Extend paint recognition software to all brands- Information about brush cleaning/care- In-store and online paint demonstrations- Provide better visuals of paint- Live tutorials for paint mixing- Wet and dry paint samples for comparison- Categorize different paint quality
- More information on each different brand- More information regarding paint respiratory accessories- More visible information on paint drying times- More information on paint/wall care- More information on color mixing process/service- Display color mixing prices
- More samples from other brands- Reduced sample can prices- Try before you buy availability- Advertise promotional sales on paint at entrance- Advertise promotional sales at service counter- More variety for respiratory accessories- More medium variety- Advertise color mixing
- Provide more training for employees- More employees that staff the paint section
- Improve the paint service desk customer service- More paint specialists- Train employees to assist customers/customer service- Offer painting services in-store and online
Customer Service
Maya Chatila, Marco Cirri, Kelly BentoServ 216: Blueprinting Services | Professor Louis T. Baker | Assignment 6 | Fall 2015
Affinitizing IdeasStore Layout- Better lighting- More organization overall- Better signs/aids to help customer get to the paint section- Separate accessories by section- Visible signs to divide the categories in the paint section
- Separate sections for each brand- Larger aisle/paint department overall- More divisions between paint hues- Identify different brands with markers- Divide the paint and accessories section- Brighten up paint displays- Add dividers for interior and exterior paints- More signs to help locate the paint section
Funneling Ideas
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Website & Application
In-store Information
Item Availability
- More paint use information on website and application
- Organize paints and tools by brand and type- Paint brochures near store entry to aid customer- Texture samples in brush section- Implement how to post cards- Palettes that show paint textures/medium comparisons- Paint sample comparison wall- Extend paint recognition software to all brands- Information about brush cleaning/care- In-store and online paint demonstrations- Categorize different paint quality- More information on each different brand- More information regarding paint respiratory accessories- More information on paint/wall care- More information on color mixing process/service
- More samples from other brands- More variety for respiratory accessories- More medium variety
- Improve the paint service desk customer service- More paint specialists- Train employees to assist customers/customer service- Offer painting services in-store and online
Customer Service
Maya Chatila, Marco Cirri, Kelly BentoServ 216: Blueprinting Services | Professor Louis T. Baker | Assignment 6 | Fall 2015
Funneling IdeasStore Layout- Better signs to help customer get to the paint sec- Visible signs to divide the categories in the paint s- Separate sections for each brand- Larger aisle/paint department overall- Divide the paint and accessories section- Add dividers for interior and exterior paints
Forming Concepts
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Website & Application
In-store Information
Item Availability
- Expand the painting section on both the website and application to provide customers with more information, paint/brand comparisons, and how-to tuto
- Create a paint information hub where customers can learn about the different paints/mediums & accessories the store carries. The information provideincludes: paint brochures, paint recognition/color matching software that features all brands in-store, paint/brand & value comparisons, paint medium sam& comparisons, care information, demos, tutorials, how-tos, information on color mixing, etc..
- Create a paint information hub where customers can get assistance from professional/paint specialists.
- Increase item availability and variety in-store, including paints samples, respiratory accessories, and painting mediums.
- Improve the overall customer service quality by providing employees with more training, hiring more paint specialists to assist customers, & offering painservices both in-store and online.
Customer Service
Maya Chatila, Marco Cirri, Kelly BentServ 216: Blueprinting Services | Professor Louis T. Baker | Assignment 6 | Fall 2015
Forming Concepts
Store Layout- Change the overall painting department layout: increase the department size, aisle walk-through space, separate paints and accessories, add clear sectiodividers, & clear/visible signs for customers to follow.
Consequences & Sequel
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Maya Chatila, Marco Cirri, Kelly BentoServ 216: Blueprinting Services | Professor Louis T. Baker | Assignment 6 | Fall 2015
Consequences & SequelConcept 1:- Create a paint information hub where customers can learn about thedifferent paints/mediums & accessories the store carries. The informationprovided includes: paint brochures, paint recognition/color matchingsoftware that features all brands in-store, paint/brand & value comparisons,
paint medium samples & comparisons, care information, demos, tutorials,how-tos, information on color mixing, etc..
Concept 2:Create a paint information hub where customers can get assistance
from professional/paint specialists.
Concept 3:Improve the overall customer service quality by providing
employees with more training, hiring more paint special ists to assist
customers, & offering paint services both in-store and online.
Immediate
Immediate
Immediate
Short-term
Short-term
Short-term
Long-term
Long-term
Long-term
Increase in visitors
Increase in non-user visitors
Increase in customer satisfaction
Increase in visitors
Increase in non-user visitors
Increase in customer satisfaction
Increase in visitors
Increase in non-user visitors
Increase in customer satisfaction
Increase in visitors
Increase in non-user visitors
Increase in customer satisfaction
Increase in visitors
Increase in non-user visitors
Increase in customer satisfaction
Increase in visitors
Increase in customer satisfaction
Increase in visitors
Increase in custom
and satisfaction
Increase in visitors
Increase in custom
and satisfaction
Increase in visitors
Increase in custom
and satisfaction
Consequences & Sequel
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Consequences & SequelConcept 4:- Increase item availability and variety in-store, including paints
samples, respiratory accessories, and painting mediums.
Concept 5:- Change the overall painting department layout: increase the
department size, aisle walk-through space, separate paints and
accessories, add clear sectioning dividers, & clear/visible signs for
customers to follow.
Concept 6:- Expand the painting section on both the website and application
to provide customers with more information, paint/brand
comparisons, and how-to tutorials.
Immediate
Immediate
Immediate
Short-term
Short-term
Short-term
Long-term
Long-term
Long-term
Increase in visitors
Increase in visitors
Increase in visitors
Increase in visitors
Increase in customer satisfaction
Increase in visitors
Increase in visitors
Increase in customer satisfaction
Increase in visitors
Increase in customer l
and satisfcation
Increase in visitors
Increase in visitors
Increase in customer l
and satisfaction
Decision Matrix
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Decision Matrix
Decision
Criteria
Weight Concept 1 Concept 2 Concept 3 Concept 4 Concept 5 Concept 6
20 10 9 9
10 10
8 8
8
8
8 8
8
8
8
7
7
7
7
7
7
7
7
7
9 9
9
9 9
9 9
20
20
20
20
100 920 900 840 740 760 760
Feasibility
Usefulness
Meaningfulness
Desirability
Accessibility
Total
Final Concepts
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Final Concepts
Concept 1:Create a paint information hub where customers can learn about the different paints/mediums & accessories the scarries. The information provided includes: paint brochures, paint recognition/color matching software that feature
all brands in-store, paint/brand & value comparisons, paint medium samples & comparisons, care information, demtutorials, how-tos, information on color mixing, etc..
Concept 2:Create a paint information hub where customers can get assistance from professional/paint specialists.
Brainstorming Transformative Ideas
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Brainstorming Transformative Ideas
Transformative Ideas
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1- Offer deals for paints and brush sets (starter packs, etc.)2- Paint the roof3- Real-time picture application that allows customers to color their walls4- Paint exterior wall tiles with different paint colors5- Substituting swatches with virtual reality scan of your house
6- Huge color changing paint bucket over paint section to guide customers7- In-store interior designers to help customers pick colors8- Paint exterior of store with featured color9- Have playback videos throughout store10- Special interactive paint events11- Photoshop controls to create your own custom paint color12- Separate areas for beginners and professionals13- Install interactive living room where paint colors can be loaded/seen14- Paint games for kids to help them choose room colors15- Interactive walls with paint selection tools16- Paint your own wall (interactive testing area)17- Walk on tiles that light up and lead customers to paint section18- Hologram paint demonstrations19- Interactive texture wall20- Informational videos playing near samples of paint21- Mood color swatch picker22- Brush trial area23- Free giveaways to promote certain brands24- Hire a painter on the spot service25- Paintball against a wall to try colors (exterior paints only)
26- Free exterior painting demonstrations27- Hire an associate to paint for you28- Paint your community day (graffiti)29- Store brand paint that is more affordable30- Barcode gun to tag paints that you want
31- Light up floors section for kids to choose their paint32- App that scans objects and creates paint id for mixing33- In-store virtual communication with consultants/pros34- Complimentary video/written tutorials with paint purcha35- Paint section on a separate floor36- Sell your unused paint back to store service37- Paint loyalty points38- Paint sample packets (limited quantity per customer)39- Value paint packs40- Value painting accessory packs41- Color palette packs and recommendations42- Paint donation for a cause43- Paint kiosks at off-site locations for quick purchases44- Paint kiosks at store entrance for quick purchases45- Paint drive-through pickup46- Paint donation center47- Mix-it-yourself paint center48- Popular paints section49- Golden Ticket free paints on select days50- Black Friday/Cyber Monday paint deals
Maya Chatila, Marco Cirri, Kelly BentoServ 216: Blueprinting Services | Professor Louis T. Baker | Assignment 6 | Fall 2015
a s o at e deas
Affinitizing Ideas
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Store ServicesPromotional
Informational
- Sell your unused paint back to sto- Store brand paint that is more affo- Paint loyalty points- Off-site paint kiosks for quick purc
-Paint the roof- Offer deals for paints and brush sets (starter packs)- Special interactive paint events- Free giveaways to promote certain brands
- Paint sample packets (limited quantity per customer)- Value paint packs- Value painting accessory packs- Golden Ticket free paints on select days- Black Friday/Cyber Monday paint deals
- Have playback videos throughout store- Interactive walls with paint selection tools- Hologram paint demonstrations- Interactive texture wall- Informational videos playing near samples of paint- Mood color swatch picker- Free exterior painting demonstrations- Complimentary video/written tutorials with paint- Color palette packs and recommendations
- In-store interior designers to help customers pick colors- Hire a painter on the spot service- Hire an associate to paint for you
- In-store virtual communication with consultants/pros
- Paint your community day (graffit- Paint donation for a cause- Paint donation center
Customer Service
Community
Maya Chatila, Marco Cirri, Kelly BentServ 216: Blueprinting Services | Professor Louis T. Baker | Assignment 6 | Fall 2015
gStore Layout & Interactive Design- Paint exterior wall tiles with different paint colors- Huge color changing paint bucket over paint section to guide customers- Paint exterior of store with featured color- Separate areas for beginners and professionals
- Walk on tiles that light up and lead customers to paint section- Light up floors section for kids to choose their paint- Paint section on a separate floor- Popular paints section- Mix-it-yourself paint center- Real-time picture application that allows customers to color their walls- Photoshop controls to create your own custom paint color- Install interactive living room where paint colors can be loaded/seen- Substituting swatches with virtual reality scan of your house- Paint games for kids to help them choose room colors- Brush trial area
- Paintball against a wall to try colors (exterior paints only)- Paint your own wall (interactive testing area)- Barcode gun to tag paints that you want- App that scans objects and creates paint id for mixing
Funneling Ideas
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g
Store ServicesPromotional
Informational
- Sell your unused paint back to stor- Store brand paint that is more affo- Paint loyalty points
- Off-site paint kiosks for quick purc
- Offer deals for paints and brush sets (starter packs)- Free giveaways to promote certain brands- Paint sample packets (limited quantity per customer)
- Golden Ticket free paints on select days
- Interactive walls with paint selection tools
- Hologram paint demonstrations- Interactive texture wall- Informational videos playing near samples of paint- Mood color swatch picker- Free exterior painting demonstrations- Complimentary video/written tutorials with paint
- In-store interior designers to help customers pick colors- Hire a painter on the spot service- In-store virtual communication with consultants/pros
- Paint your community day (graffiti- Paint donation center
Customer Service Community Involvement
Store Layout & Interactive Design- Separate areas for beginners and professionals- Light up floors section for kids to choose their paint- Popular paints section- Mix-it-yourself paint center- Real-time picture application that allows customers to color their walls- Photoshop controls to create your own custom paint color- Install interactive living room where paint colors can be loaded/seen- Paint games for kids to help them choose room colors- Brush trial area- Paintball against a wall to try colors (exterior paints only)- Paint your own wall (interactive testing area)- Barcode gun to tag paints that you want
Forming Concepts
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Store Services
Community Involvement
Promotional
Informational
- Store perks: offer store brand paints that are more affordable, unused paint buyback, paint loyalty points & off-site paint kiosks for quick purchases.
- Giving Back: Host community events, including paint donations and paint your community days to beautify local neighborhoods.
- Offer frequent promotional deals to customers, including free paint supplies giveaways, free paint sample packets, painting starter packs, and the goldenticket free paint promotion on select days.
- The Information Age: offer multiple informational services to customers to aid in their pre-purchase, point-of-purchase, and post-purchase experience,including: interactive walls with paint selection & texturing tools, hologram paint demonstrations and informational videos, mood color swatch pickers, andcomplimentary tutorials with each purchase.
- Raise the bar for all: offer specialty customer services including free in-store design consultations, virtual communication with painting professionals, andability to hire a painter on the spot.
Customer Service
Maya Chatila, Marco Cirri, Kelly BentoServ 216: Blueprinting Services | Professor Louis T. Baker | Assignment 6 | Fall 2015
g p
Store Layout & Interactive Design
- Create a dynamic, interactive, and organized store layout that will enhance the customers shopping experience. This is done by creating separate areasfor both beginners and professionals, adding a mix-it-yourself paint center for customers that know what they want, a popular paints section, and a kids pasection with light up floors to keep them entertained. Interactive customization services include, trialareas (where customers can test brushes, paints, andtexturing mediums), paintball on the wall (for exterior paints only), and a barcode gun to tag your selection.
Consequences & Sequel
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q qConcept 1:- Offer frequent promotional deals to customers, including free paint
supplies giveaways, free paint sample packets, painting starter
packs, and the golden ticket free paint promotion on select days.
Concept 2:- Raise the bar for all: offer specialty customer services including
free in-store design consultations, virtual communication with
painting professionals, and the ability to hire a painter on the spot.
Concept 3:- The Information Age: offer multiple informational services to
customers to aid in their pre-purchase, point-of-purchase, and post-
purchase experience, including: interactive walls with paint selection
& texturing tools, hologram paint demonstrations and informational
videos, mood color swatch pickers, and complimentary tutorials
with each purchase.
Immediate
Immediate
Immediate
Short-term
Short-term
Short-term
Long-term
Long-term
Long-term
Increase in visitors
Increase in customer interest
Increase in visitors
Increase in customer interest
Increase in visitors
Increase in customer interest
Increase in visitors
Increase in customer satisfaction
Increase in visitors
Increase in customer satisfaction
Increase in visitors
Increase in customer satisfaction
Increase in visitors
Increase in custom
and satisfaction
Increase in visitors
Increase in custom
and satisfaction
Increase in visitors
Increase in custom
and satisfaction
Consequences & Sequel
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q qConcept 4:- Create a dynamic, interactive, and organized store layout that willenhance the customers shopping experience. This is done by creatingseparate areas for both beginners and professionals, adding a mix-it-yourself paint center for customers that know what they want, a popular
paints section, and a kids paint section with light up floors to keep thementertained. Interactive customization services include, trial areas(where customers can test brushes, paints, and texturing mediums),paintball on the wall (for exterior paints only), and a barcode gun to tagyour selection.
Concept 5:
Concept 6:
- Store perks: offer store brand paints that are more affordable,unused paint buyback, paint loyalty points & off-site paint kiosks forquick purchases.
- Giving Back: Host community events, including paint donations
and paint your community days to beautify local neighborhoods.
Immediate
Immediate
Immediate
Short-term
Short-term
Short-term
Long-term
Long-term
Long-term
Increase in visitors
Increase in visitors
Increase in visitors
Increase in customer interest
Increase in visitors
Increase in customer satisfaction
Increase in visitors
Increase in customer satisfaction
Increase in visitors
Increase in customer satisfaction
Increase in visitors
Increase in custom
and satisfcation
Increase in visitors
Increase in customand satisfaction
Increase in visitors
Increase in customand satisfaction
Decision Matrix
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Decision
Criteria
Weight Concept 1 Concept 2 Concept 3 Concept 4 Concept 5 Concept 6
20 6 8 7
7 8
7 7
8
8
8 9
10
8
6
9
9
9
9
6
6
6
9
9
8 8
8
9 9
8 7
20
20
20
20
100 720 760 820 920 880 620
Feasibility
Usefulness
Meaningfulness
Desirability
Accessibility
Total
Final Concepts
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Concept 1:Create a dynamic, interactive, and organized store layout that will enhance the customers shopping experience. This done by creating separate areas for both beginners and professionals, adding a mix-it-yourself paint center for
customers that know what they want, a popular paints section, and a kids paint section with light up floors to keepthem entertained. Interactive customization services include, trial areas (where customers can test brushes, paintsand texturing mediums), paintball on the wall (for exterior paints only), and a barcode gun to tag your selection.
Concept 2:Store perks: offer store brand paints that are more affordable, unused paint buyback, paint loyalty points & off-site pkiosks for quick purchases.
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OUTPUTS
General Overview
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Concept 1:Create a dynamic, interactive, and organized store layout that will enhance the customers shopping
experience. This is done by creating separate areas for both beginners and professionals, adding a
mix-it-yourself paint center for customers that know what they want, a popular paints section, and a
kids paint section with light up floors to keep them entertained. Interactive customization services
include, trial areas (where customers can test brushes, paints, and texturing mediums), paintball on
the wall (for exterior paints only), and a barcode gun to tag your selection.
Store perks: offer store brand paints that are more affordable, unused paint buyback,
paint loyalty points & off-site paint kiosks for quick purchases.
Concept 1: Benefits:
Benefits:
Benefits:
Benefits:
Emotions:
Emotions:
Emotions:
Emotions:
Incremental Concepts
Transformative Concepts
Create a paint information hub where customers can learn about the different
paints/mediums & accessories the store carries. The information provided includes:
paint brochures, paint recognition/color matching software that features all brands
in-store, paint/brand & value comparisons, paint medium samples & comparisons,
care information, demos, tutorials, how-tos, information on color mixing, etc..
- Provides information
- Variety of information
- Tutorials
- Customer Satisfaction
- Provides professional insight
- Interactive
- Provides options for all people
- Personalization & Customization
- Affordable options
- Money-making options
- Satisfied Customers
- Delighted Customers
- Satisfied Customers
- Delighted Customers
- Satisfied Customers
- Delighted Customers
- Engaged Customers
- Satisfied Customers
- Delighted Customers
Concept 2:Create a paint information hub where customers can get assistance from
professional/paint specialists.
Concept 2:
Revamped Service Package
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CORESERVICES
AUGMENTEDSERVICE
OFFERING
ENABLINGSERVICES
ENHANCINGSERVICES
HardwareHome Improvement
Brick & Mortar StoresOnline Store/website
Mobile ApplicationCall Center
Off-site kiosksBarcode guns
Interactive DisplaysSamples
BrochuresRange of products
Special buy of the dayPopular paints section
Kids paint section (room color chooser)
Separate professional and beginner areasPaintball on the wallStore brand paints
Unused paint buybackPaint Loyalty Points
Paint info hubs
Ease of Access- Revamped layout- Larger sections- Larger signs
- More store maps
Quality of Interaction- Knowledgeable
employees- Interactive displays- Fast checkouts- Self-checkouts
Participation- Greeters
- Alert employees- Interactive paint testing- Mi x-it-yourself center- Testing areas
Delivery ServiceShipping ServicInstallation ServMoving ServiceHome Repair SProtection PlanStore Credit CaIn-store PickupLoyalty CardStudent MembeIndividual Mem
Family MemberElderly MemberMilitary MembeCommunity Do
Add-ons
P.o.v: Service Provider P.o.v: User
Approach: Technical Approach: Functional
Nature: Services & Goods Nature: Features & Benefits
Revamped Encounter Map
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User: Entrepreneur Elana
Needs exterior paint
for small business
TRIGGER
Uses app to generate precise color tag
Finds closest store location online
Drives to store
Finds paint section
Uses informational hub to get more info on paint
Interacts with displays
Asks associate at professional desk for inputHeads to Mix-it-yourself paint station to mix paint
Mixes paint
Signs up for store membership at kiosk
Drives home
Paints exterior of business
Writes a stellar review online
Uses self-checkout
EXITS THE STORE ENTERS THE STORE
Revamped BlueprintEntrepreneur Elana
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Entrepreneur Elana
- Color Match App- Cars/Personal Car- Traffic lights- Parking spaces- Signs- Shopping carts
- Website
- Shopping Carts- Main Entrance- Associates- Receptionist- Lights- Aisles
- Signs
- Paint Customer Service Desk- Customer Service desk- Customers- Brochures- Tools- Store map
- Paint cans
- Paint displays- Paint brushes and tools- Paint mediums- Paint color palettes- Paint sticks- Buckets
- Cardboard boxes
- Interactive display- Paint cleanup & respiratory tools- Mix-it-yourself station- Informational hubs
BEFORE DURING AFTER
Main Store
++Excited
Parking Lot
Color match/tagon appl
Find closeststore location
online
Drives toTool Box
& parks nearmain entrance
Enters storethrough main
entrance
Drives homeWritonlin
Informationalhub
Home
LINE OF INTERACTION
SENSORY
USER ACTION
EMOTION
ENVIRONMENT
OBJECTS
LINE OF VISIBILITY
PhoneApplication
Website PaintAssociate
Touch-screenpaint display
Greeter We
Web & AppDevelopers
++Excited, ++Eager
Bright, Fresh Scent, Spacious Bright, Fresh Scent, Spacious, Organized
Interacts withpaint display
Messy, Construction zone
- Personal car- Cars- Traffic lights- Parking spaces- Signs
Paints exteriorof business
- Furnitu- Store e- Home- Paint c- Deliver- Cardb
++Excited ++Excited, ++Impressed, ++Amazed
Personal Store
++Excited
Busy
Greeted &directed tostore map
Finds paintsection
Asks associateas pro desk
for input
Mixes paint atmix-it-yourselfpaint station
Self-checkout
UXTeam
UXTeam
Persona
++Delight
Color, pain
Storyboard
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Elana needs to paint the exterior of her store. Sheuses the Tool Box Color Matching App to pick theperfect color.
She heads to the local Tool Box to buy some paint. She is delighted to be able mix the paint colorherself.
Revamped Encounter Map
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User: Charming Courtney
Needs paint for complete
home renovaton
TRIGGER
Compiles information on paint colors online
Gathers room paint inspiration from magazines
Drives to the store
Grabs barcode gun and heads to paint section
Looks at different color palettes
Uses informational hub to compare prices
Tags specific paints using barcode gunTags paint accessories with barcode gun
Tests exterior paint color at outdoor
paintball the wall range
Receives tagged items
Drives home
Begins painting interior walls
Writes a favorable review online about her
interactive in-store experience
Checks out
EXIT THE STORE ENTERS THE STORE
Revamped BlueprintCharming Courtney
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Charming Courtney
- Color Match App- Cars/Personal Car- Traffic lights- Parking spaces- Signs- Shopping carts
- Website
- Shopping Carts- Main Entrance- Associates- Receptionist- Lights- Aisles
- Signs
- Paint Customer Service Desk- Customer Service desk- Customers- Brochures- Tools- Store map
- Paint cans
- Paint displays- Paint brushes and tools- Paint mediums- Paint color palettes- Paint sticks- Buckets
- Cardboard boxes
- Interactive display- Paint cleanup & respiratory tools- Mix-it-yourself station- Informational hubs- Paintball range- Barcode gun
BEFORE DURING AFTER
Main Store
++Excited
Parking Lot
Complies infoon paint colors
online
Gathers roominspiration
from magazines
Drives toTool Box
& parks nearmain entrance
Enters storethrough main
entrance
Drives homeWritonlin
Looks at colors
Home
LINE OF INTERACTION
SENSORY
USER ACTION
EMOTION
ENVIRONMENT
OBJECTS
LINE OF VISIBILITY
Website Touch-screenpaint display
Greeter We
Web & AppDevelopers
++Excited, ++Eager
Bright, Fresh Scent, Spacious Bright, Fresh Scent, Spacious, Organized
Informationalhub for prices
Messy, Construction zone
- Personal car- Cars- Traffic lights- Parking spaces- Signs
Paints interiorwalls
- Furnitu- Store e- Home- Paint c- Deliver- Cardb
++Excited ++Excited, ++Impressed, ++Amazed
Personal Store
++Excited
Busy
Greeted &directed tostore map
Grabs barcodegun and heads to
paint section
Tags itemsTests exterior
paint atpaintball range
Checkout &receive items
UXTeam
Stockers
Persona
++Delight
Color, pain
Storyboard
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Courtney is renovating her home and wants topaint her walls. She browses through color pal-ettes in home magazines for inspiration.
Courtney heads to the local Tool Box . She is veryintrigued when she comes across the barcodeshopping gun.
She enjoys zapping her purchases and completeher shopping trip in record time!
Store Layout & OrientationL t
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Layout
Inspiration Ikea style multi-level building
Layout resembles a home
Elevator & escalators for access to upper levels
3 entrances/exists to store
Large aisles aid in store navigation
Possible roof-top cafeteria/hangout
1Lumber Tools & Hardware
Kitchen Bath &Plumbing Lighting Electrical
Paint Flooring
Doors & Windows Garden CenterSeasonalSide Entrance
Main Entrance
2
3
Store Layout & OrientationP i t S ti
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Paint Section
Painting
Information
Hub
Painting
Pros
Hub
Inventory
Paint
Info Info Info Info Info Info Info
InfoInfoInfoInfoInfoInfoInfo
Inventory
Paint
Interior Design Concept 1Atmosphere
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Atmosphere
Sleek
Modern
Refined
Music varies from secto section
Inviting
Friendly
Interior Design Concept 2Atmosphere
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Atmosphere
Sleek
Modern
Refined
Music varies from sectto section
Inviting
Friendly
Interior Design Concept 3
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Atmosphe
Sleek
Modern
Refined
Music varies fsection to sec
Inviting
Friendly
Visual MerchandisingOrganized Color-coded Big Displays
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g g p y
Creative Sleek & Clean Bright
Customer ServiceInspiration: Apple
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Inspiration: Apple
There will be somebody here who can do service right in the store and who can answer any questions youve got about your Mac or abouof the peripherals or software that work with it .
http://bgr.com/2015/05/26/apple-customer-service-genius-bar/
A = Approach Customers with a personalized, warm welcomeP = Probe politely to understand the customers needs
P = Present a solution for the customer to take home todayL = Listen for and resolve any issues or concernsE = End with a fond farewell and an invitation to return
http://www.theitsmreview.com/2014/01/customer-experience-apple/
The staff at Apple retail stores are all screened and trained with a great deal of scrutiny before they make it out onto the sales floor to intewith customers.
https://www.shopify.com/blog/15468897-the-apple-store-guide-to-insanely-great-customer-service
- Screen employees to determine qualifications- Proper training for employees- The Tool Box Way of customer service
- Outstanding in-store services
Customer ServiceIn-store paint specialists Friendly Employees Knowledgeable Employees
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In store paint specialists Friendly Employees Knowledgeable Employees
24 Hour Hot-line Loading/Unloading Color-mixing specialists
Experiential Store DesignPaintball the wall range Barcode shopping Light section for kids
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Paintball the wall range Barcode shopping Light section for kids
Interactive walk-on displays Informational Hub Mix-it-yourself station
Exterior Design & LocationFlagship store located in Savannah GA Simple geometry/grey
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Flagship store located in Savannah, GA
Multi-level
Simple geometry/grey
Simple geometry/grey
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OUTCOME
Value For The Service ProviderImproving Service Quality
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More knowledgeable and qualified employees that are able to assist customers with their needs
Up-to-date and thorough item information is provided to aid even the most amateurish of customers during their shopping experience
Complimentary 24 hour hot-line
Professional and licensed staff available for hire
Customer service desk inspired by Apples Genius Bar
Always keep items in-stock to satisfy customer needs
Maintain store upkeep & cleanliness
Value For The Service ProviderImproving Service Productivity
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Provide virtual tutorials for customers
Information booths where customers can be connected l ive to a professional (paid service)
Value packs to get rid of items that would otherwise go on clearance
Rent spray paint equipment
Rooftop hangout for customers (Ikea-inspired)
Value For The Service ProviderBuilding Loyalty: Loyalty Program
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Maya Chatila, Marco Cirri, Kelly BentoServ 216: Blueprinting Services | Professor Louis T. Baker | Assignment 6 | Fall 2015
Tool Box Customer Loyalty Program
Loyalty program offers incentives, d iscounts, and weekend promotions, newsletter
Customers can also opt in and get an assortment of free paint samples every month
Offer paid annual memberships (Sams Club, Cost-co)
Different tiers of memberships including: student, military, elderly, individual, families, and businesses
Included benefits: access to scrap section (lumber), discounted spray paint, re-sell unused paints, 10% discount
Offer store brand paint that is more affordable
Offer store brand paint accessories
Building Loyalty: Memberships
Building Loyalty: Merchandise
Value For The Service ProviderIncreasing Differentiation
7/24/2019 Team Red Assignment6
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Maya Chatila, Marco Cirri, Kelly BentoServ 216: Blueprinting Services | Professor Louis T. Baker | Assignment 6 | Fall 2015
Tool Box Paints: store brand paints that are cheaper than known brands, and just as vivid
Tool Box Painting Accessories: store brand painting accessories that are cheaper than known brands, for your every need
Tool Box Painting Kiosks available off-site for the customers convenience
Tool Box Try it before you buy it
Value For The Service ProviderGenerating Additional Revenue Creating New Revenue Streams
7/24/2019 Team Red Assignment6
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Maya Chatila, Marco Cirri, Kelly BentoServ 216: Blueprinting Services | Professor Louis T. Baker | Assignment 6 | Fall 2015
Tool Box Brand Paints & Accessories
Tool Box Credit Card
Tool Box paint kiosks at various off-site locations
Tool Box Paints
Tool Box Memberships
Tool Box Home Painting Services Tool Box Business Painting Services
Tool Box Magazine
Tool Box Rooftop Hangout
Tool Box Branding Merchandise (t-shirts, hats)
Tool Box Informational Booths (in-store paid tutorials)
Value For The Service ProviderReducing Costs
7/24/2019 Team Red Assignment6
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Maya Chatila, Marco Cirri, Kelly BentoServ 216: Blueprinting Services | Professor Louis T. Baker | Assignment 6 | Fall 2015
Buy back paints from customers and re-sell
Replace some in-store employees with out-of-store employees
Marketing & value generation
Tool Box Employee card with benefits
Discounted tools/paint for employees
Great store atmosphere
Reducing Costs
Improving Employee Motivation & Loyalty
Value For The UserFulfilling Goals Solving, Preventing, Reducing Perceived Pro
7/24/2019 Team Red Assignment6
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Maya Chatila, Marco Cirri, Kelly BentoServ 216: Blueprinting Services | Professor Louis T. Baker | Assignment 6 | Fall 2015
Cheaper store brand paints
Items are always in stock
Knowledgeable & friendly employees
Quick and easy checkouts
More interactive & engaging shopping experience
Customer rewards & memberships programs
Community events
Multiple checkout points to prevent lines
Self-checkout means self-checkout!
Customer assistance buttons Wide aisles
Items are always in stock
Special paint orders are ready the same day with free delivery
Value For The UserAchieving Sensorial, Social, Intellectual, Spiritual Rewards
7/24/2019 Team Red Assignment6
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Maya Chatila, Marco Cirri, Kelly BentoServ 216: Blueprinting Services | Professor Louis T. Baker | Assignment 6 | Fall 2015
Rooftop hangout
Space is not cluttered or unorganized
Friendly employees make customers feel welcomed & appreciated
Informational hubs provide customers with all the information they need to gain the confidence and paint that wall!
Fresh, light scent
Music varies from one section to another
Value For The UserSaving Time & Money
7/24/2019 Team Red Assignment6
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Maya Chatila, Marco Cirri, Kelly BentoServ 216: Blueprinting Services | Professor Louis T. Baker | Assignment 6 | Fall 2015
Quick checkouts, including self-checkouts
Affordable store brands
Elevators and escalators to navigate between floors
Barcode gun shopping
Sell your own custom paint colors
Sell unused paint/supplies back to the store
Information booth tutorial employees needed
Making Money
7/24/2019 Team Red Assignment6
79/79
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