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The document is an introduction to service blueprinting. It defines a service blueprint as a map that includes a user journey, touchpoints, and backstage processes. It is a tool for managing service operations and providing a shared visual overview with the user experience at the core. Examples of service blueprints for different services are also presented to illustrate what a blueprint looks like.
The document is an introduction to service blueprinting. It defines a service blueprint as a map that includes a user journey, touchpoints, and backstage processes. It is a tool for managing service operations and providing a shared visual overview with the user experience at the core. Examples of service blueprints for different services are also presented to illustrate what a blueprint looks like.
The document is an introduction to service blueprinting. It defines a service blueprint as a map that includes a user journey, touchpoints, and backstage processes. It is a tool for managing service operations and providing a shared visual overview with the user experience at the core. Examples of service blueprints for different services are also presented to illustrate what a blueprint looks like.
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
KONFIDENSIELT live|work nordic AS Anders Kjeseth Valdersnes 6
September 26, 2012 www.livework.no anders@livework.co.uk ‘Designing Services That Deliver’ G. Lynn Shostack, 1984
KONFIDENSIELT live|work nordic AS Anders Kjeseth Valdersnes 7
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
KONFIDENSIELT live|work nordic AS Anders Kjeseth Valdersnes 19
www.livework.no anders@livework.co.uk 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
KONFIDENSIELT live|work nordic AS Anders Kjeseth Valdersnes 30
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