Service Blueprinting
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/
Service Thinking: People
Deliver: Blueprints for new long term neurological conditions service
CONFIDENTIAL
November 2008
Ben Reason live|work studio ltd www.livework.com ben@livework.co.uk
source: live|work - http://www.livework.co.uk
21
Service Thinking: Networks
Compiling themes, issues and needs
CONFIDENTIAL
November 2008
Ben Reason live|work studio ltd www.livework.com ben@livework.co.uk
source: live|work - http://www.livework.co.uk
29
source: http://www.cabinetoffice.gov.uk/contact-council/contact-council-resources.aspx#customer-journey
Dialing IBM-HELP to get assistance with Lotus Notes
service evidence
Carrie Chan | IBM T.J Watson Research Center, Hawthorne NY | 6.15.07
Blueprinting ideas v.4
customer steps
problem with Lotus
Notes Mail and
Calendar syncing
Lotus Notes
Mail and
Calendar syncing works NAVIGATE PRE-RECORDED MENU
DIAL
WAIT
TALK TO AGENT
FOLLOW AGENT’S STEPS TO SOLVE PROBLEM
PROBLEM
SOLVED
Ticket number
HANG UP?
hazard line
how long am i being put on hold for?
onstage
Dislike calling call centers i’m pressing ‘3’ and nothing is
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/
Service Thinking: People
Deliver: Blueprints for new long term neurological conditions service
CONFIDENTIAL
November 2008
Ben Reason live|work studio ltd www.livework.com ben@livework.co.uk
source: live|work - http://www.livework.co.uk
21
Service Thinking: Networks
Compiling themes, issues and needs
CONFIDENTIAL
November 2008
Ben Reason live|work studio ltd www.livework.com ben@livework.co.uk
source: live|work - http://www.livework.co.uk
29
source: http://www.cabinetoffice.gov.uk/contact-council/contact-council-resources.aspx#customer-journey
Dialing IBM-HELP to get assistance with Lotus Notes
service evidence
Carrie Chan | IBM T.J Watson Research Center, Hawthorne NY | 6.15.07
Blueprinting ideas v.4
customer steps
problem with Lotus
Notes Mail and
Calendar syncing
Lotus Notes
Mail and
Calendar syncing works NAVIGATE PRE-RECORDED MENU
DIAL
WAIT
TALK TO AGENT
FOLLOW AGENT’S STEPS TO SOLVE PROBLEM
PROBLEM
SOLVED
Ticket number
HANG UP?
hazard line
how long am i being put on hold for?
onstage
Dislike calling call centers i’m pressing ‘3’ and nothing is