UX STRAT 2013: Dan Saltzman, Service Blueprinting for Convergent Channel Experiences
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Transcript of UX STRAT 2013: Dan Saltzman, Service Blueprinting for Convergent Channel Experiences
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Service Blueprinting for Convergent Channel ExperiencesDan Saltzman, Director of User Experience
Monday, September 16, 13
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There is no such thing as starting from scratch.
Monday, September 16, 13
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Monday, September 16, 13
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Service Blueprinting• Visualize current state of
disparate channel experience• Low fidelity / low barrier
to engagement• Maintains customer POV
Monday, September 16, 13
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Monday, September 16, 13
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Monday, September 16, 13
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The Framework
Monday, September 16, 13
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The Tools
WHAT',�!�))�'"'�? WHY?
WHAT TECHNOLOGY?
#1 $People EventsWhat they’re
saying/thinkingWins or
painpointsOpportunities
for ROI
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Case Study:
Specialized Cancer Treatment Hospital
Monday, September 16, 13
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Case Study:
Major Retail Bank
Monday, September 16, 13
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Thank You.
Dan Saltzman Director of User Experience@fiveseveneighty
For Service Blueprinting Templates & Resources, please visit:share.effectiveui.com/ServiceBlueprintingwww.slideshare.net/effectiveui
Monday, September 16, 13