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

www.livework.no anders@livework.co.uk
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

KONFIDENSIELT live|work nordic AS Anders Kjeseth Valdersnes 8

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

KONFIDENSIELT live|work nordic AS Anders Kjeseth Valdersnes 9

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

KONFIDENSIELT live|work nordic AS Anders Kjeseth Valdersnes 10

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

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

www.livework.no anders@livework.co.uk
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

www.livework.no anders@livework.co.uk
Low Carb Lane

KONFIDENSIELT live|work nordic AS Anders Kjeseth Valdersnes

www.livework.no anders@livework.co.uk
Low Carb Lane

KONFIDENSIELT live|work nordic AS Anders Kjeseth Valdersnes

www.livework.no anders@livework.co.uk
Garlands

KONFIDENSIELT live|work nordic AS Anders Kjeseth Valdersnes

www.livework.no anders@livework.co.uk
Laerdal

KONFIDENSIELT live|work nordic AS Anders Kjeseth Valdersnes 29

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

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

KONFIDENSIELT live|work nordic AS Anders Kjeseth Valdersnes

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