Service Blueprinting for Convergent Channel Experiences - UX STRAT 2013
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Transcript of Service Blueprinting for Convergent Channel Experiences - UX STRAT 2013
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