Service Blueprinting for Convergent Channel ExperiencesDan Saltzman, Director of User Experience

There is no such thing as starting from scratch.

Service Blueprinting• Visualize current state of

disparate channel experience• Low fidelity / low barrier

to engagement• Maintains customer POV

The Framework

The Tools

WHAT',�!�))�'"'�? WHY?

WHAT TECHNOLOGY?

#1 $People EventsWhat they’re

saying/thinkingWins or

painpointsOpportunities

for ROI

Case Study:

Specialized Cancer Treatment Hospital

Case Study:

Major Retail Bank

Thank You.

Dan Saltzman Director of User Experience@fiveseveneighty

For Service Blueprinting Templates & Resources, please visit:share.effectiveui.com/ServiceBlueprintingwww.slideshare.net/effectiveui