The

Service Blueprints

overview

Compiled by Marc Fonteijn - marc@31v.nl - May 2010

http://31v.nl/weblog/2010/05/the-service-blueprints-overview

before you continue

I don’t take any credit for the blueprints your are about to see. All

the rights belong to respectfull owners. Everything you will see in

the coming slides is or has been publicly available on the internet.

I’ve done my best to included a refrence to the source of the

example where I could.

source: Brandon Schauer - http://www.flickr.com/photos/brandonschauer/3363169836/

source: http://servicedesign.wikispaces.com/Service+Blueprint

source: Jamin Hegeman - http://jamin.org/archives/2008/upmc-neurosurgery-clinic/

source: Benjamin Voss - http://benjaminvoss.wordpress.com/2008/03/20/contextual-inquiries-and-diaries/

Ben Reason live|work studio ltd www.livework.com

CONFIDENTIAL November 2008

ben@livework.co.uk 21

Service Thinking: People

Deliver: Blueprints for new long term neurological conditions service

source: live|work - http://www.livework.co.uk

Ben Reason live|work studio ltd www.livework.com

CONFIDENTIAL November 2008

ben@livework.co.uk 29

Service Thinking: Networks

Compiling themes, issues and needs

source: live|work - http://www.livework.co.uk

source: http://www.cabinetoffice.gov.uk/contact-council/contact-council-resources.aspx#customer-journey

area of visibility

account executives product executives (BTO) operational executives (SO)

P P P PP P P P P P P P PP

scri

pt

hazard line

pro

vider

’s s

teps

cust

om

er s

teps

bac

ksta

ge

applic

atio

nsu

pport

pro

cess

esse

rvic

e re

pre

senta

tive

onst

age

bac

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implementation

Dialing IBM-HELP to get assistance with Lotus NotesCarrie Chan | IBM T.J Watson Research Center, Hawthorne NY | 6.15.07

Blueprinting ideas v.4

problem with Lotus Notes Mail and Calendar syncing

Lotus Notes Mail and Calendar syncing works

Ticket number

cust

om

er’s journ

ey

i’m pressing ‘3’ and

nothing is happening...

serv

ice

evid

ence

he’s apologizing for soft-

ware malfunction - is this

the same problem i was

just having? or should i be

worrying about something

else?

how long am i being

put on hold for?

he’s talking really fast

he’s assuming i know all the

IBM language even though I’ve

repeatedly told him I was new

is he even listening to

me? he seems to be

typing a lot. and not

paying attention.

what is a ticket number?

6D1511 is before

6A1511 in the menu

choices... did I hear

6D1511 correctly?

finally, the agent is back

he solved the

problem!

Dislike calling call centers

DIAL TALK TO AGENTNAVIGATE PRE-RECORDED MENU WAIT FOLLOW AGENT’S STEPS TO SOLVE PROBLEM PROBLEM SOLVED

HANG UP?

Ask customer what

problem they’re having.Ask for employee serial

number.

Present customer with menu options to

redirect call.

Redirect call after customer inputs a

choice.

Introduce yourself.

Apologize for software

malfunction.

Ask if they are on or

off site.

Look up information regarding

Lotus Notes Mail and Calendar

syncing on database.

Ask what error message

the customer is getting.

Proceed to follow steps outlined in documentation. Ask customer to write down the ticket number.

Email this ticket number to the customer.

Thank customer for calling IBM HELP.

Give introductory speech. Confirm that the

customer’s problem

is solved.

Ask if the customer

has any other

problems.

line of visibility

WAIT FOR CALL INTRODUCTIONDIRECT CALL TO PROPER DEPT. FIND SOLUTION TO PROBLEM WALK CUSTOMER THROUGH PROBLEM SOLUTION GIVE TICKET NUMBERGET PROBLEM CONCLUDE

source: Carrie Chan - http://www.thinkcarrie.com/

source: Mary Jo Bitner - http://people.ischool.berkeley.edu/~glushko/IS243Readings/ServiceBlueprinting.pdf

source: live|work - http://www.slideshare.net/jlbove/designing-the-intangible-an-introduction-to-service-design-presentation

Service Blueprint

courtesy of live|work Studio Ltd. - http://www.livework.co.uk

SYNERGISTIC

source: FrogDesign - http://www.slideshare.net/frogdesign/innovation-by-10

source: Rachel Shadoan - http://www.flickr.com/photos/rachelshadoan/4171746951/

send me your

examples

Special thanks to Jess McMullin (http://citizenexperience.com/)

for providing some of the original sources.

All your feedback is welcome

marc@31v.nl