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Introduction to Service Blueprint

Platform for action

February 18, 2009


Anders Kjeseth Valdersnes

KONFIDENSIELT live|work nordic AS Anders Kjeseth Valdersnes


February 18, 2009 www.livework.no anders@livework.co.uk
Why?

KONFIDENSIELT live|work nordic AS Anders Kjeseth Valdersnes 2


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A stay in a hotel

KONFIDENSIELT live|work nordic AS Anders Kjeseth Valdersnes 3


September 26, 2012 www.livework.no anders@livework.co.uk
A stay in a hotel

KONFIDENSIELT live|work nordic AS Anders Kjeseth Valdersnes 4


September 26, 2012 www.livework.no anders@livework.co.uk
A stay in a hotel

KONFIDENSIELT live|work nordic AS Anders Kjeseth Valdersnes 5


September 26, 2012 www.livework.no anders@livework.co.uk
A stay in a hotel

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September 26, 2012 www.livework.no anders@livework.co.uk
‘Designing Services That Deliver’
G. Lynn Shostack, 1984

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September 26, 2012 www.livework.no anders@livework.co.uk
TIME

LINE OF VISIBILITY

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September 26, 2012 www.livework.no anders@livework.co.uk
‘Lean consumption’
J. P. Womack and D. T. Jones, 2005

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September 26, 2012 www.livework.no anders@livework.co.uk
‘Service Blueprinting’
Mary Jo Bitner et al, 2007

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September 26, 2012 www.livework.no anders@livework.co.uk
What is a Service Blueprint?

!  service specification for build


!  tool for managing service operations

!  a shared and visual overview


!  putting the users at the core

KONFIDENSIELT live|work nordic AS Anders Kjeseth Valdersnes 11


September 26, 2012 www.livework.no anders@livework.co.uk
What is a Service Blueprint?

!  a map of a User Journey


!  phase by phase
!  step by step
!  a map of Touchpoints
!  channel by channel
!  touchpoint by touchpoint
!  a map of Backstage Processes
!  stakeholder by stakeholder
!  action by action

KONFIDENSIELT live|work nordic AS Anders Kjeseth Valdersnes 12


September 26, 2012 www.livework.no anders@livework.co.uk
What is a Service Blueprint?

!  a map of a User Journey


!  phase by phase
!  step by step
!  a map of Touchpoints
!  channel by channel
!  touchpoint by touchpoint
!  a map of Backstage Processes
!  stakeholder by stakeholder
!  action by action

KONFIDENSIELT live|work nordic AS Anders Kjeseth Valdersnes 13


September 26, 2012 www.livework.no anders@livework.co.uk
What is a Service Blueprint?

!  a map of a User Journey


!  phase by phase
!  step by step
!  a map of Touchpoints
!  channel by channel
!  touchpoint by touchpoint
!  a map of Backstage Processes
!  stakeholder by stakeholder
!  action by action

KONFIDENSIELT live|work nordic AS Anders Kjeseth Valdersnes 14


September 26, 2012 www.livework.no anders@livework.co.uk
What is a Service Blueprint?

!  a map of a User Journey


!  phase by phase
!  step by step
!  a map of Touchpoints
!  channel by channel
!  touchpoint by touchpoint
!  a map of Backstage Processes
!  stakeholder by stakeholder
!  action by action

KONFIDENSIELT live|work nordic AS Anders Kjeseth Valdersnes 15


September 26, 2012 www.livework.no anders@livework.co.uk
What is a Service Blueprint?

!  a map of a User Journey


!  phase by phase
!  step by step
!  a map of Touchpoints
!  channel by channel
!  touchpoint by touchpoint
!  a map of Backstage Processes
!  stakeholder by stakeholder
!  action by action

KONFIDENSIELT live|work nordic AS Anders Kjeseth Valdersnes 16


September 26, 2012 www.livework.no anders@livework.co.uk
What is a Service Blueprint?

!  a map of a User Journey


!  phase by phase
!  step by step
!  a map of Touchpoints
!  channel by channel
!  touchpoint by touchpoint
!  a map of Backstage Processes
!  stakeholder by stakeholder
!  action by action

KONFIDENSIELT live|work nordic AS Anders Kjeseth Valdersnes 17


September 26, 2012 www.livework.no anders@livework.co.uk
What is a Service Blueprint?

!  a map of a User Journey


!  phase by phase
!  step by step
!  a map of Touchpoints
!  channel by channel
!  touchpoint by touchpoint
!  a map of Backstage Processes
!  stakeholder by stakeholder
!  action by action

KONFIDENSIELT live|work nordic AS Anders Kjeseth Valdersnes 18


September 26, 2012 www.livework.no anders@livework.co.uk
Examples

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Empowering Young People Portal

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Make it Work

KONFIDENSIELT live|work nordic AS Anders Kjeseth Valdersnes


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Make it Work

KONFIDENSIELT live|work nordic AS Anders Kjeseth Valdersnes


www.livework.no anders@livework.co.uk
Make it Work

KONFIDENSIELT live|work nordic AS Anders Kjeseth Valdersnes


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Low Carb Lane

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Low Carb Lane

KONFIDENSIELT live|work nordic AS Anders Kjeseth Valdersnes


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Garlands

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Laerdal

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September 26, 2012 www.livework.no anders@livework.co.uk
Laerdal

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anders@livework.no
www.livework.no

KONFIDENSIELT live|work nordic AS Anders Kjeseth Valdersnes


September 26, 2012 www.livework.no anders@livework.co.uk