The Service Blueprints Overview
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The Service Blueprints overview Compiled by Marc Fonteijn - [email protected] - May 2010 http://31v.nl/weblog/2010/05/the-service-blueprints-overview
description
Transcript of The Service Blueprints Overview
The
Service Blueprints
overview
Compiled by Marc Fonteijn - [email protected] - 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
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
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
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hazard line
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applic
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pro
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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.
