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Service Blueprint
- 1. e -ser vicelization a blueprin t & visu ac ourse prepared by yves pigneur scenes drawn rd by valérie juilla
- 2. e-business ser vice design enario & st orytelling sc ta sk analysis pr ototyping ice quality & usability serv busines s process eprint & vi sualization !blu service p roductivity service c ompliance busine ss model alue chain & network v ness model innovation ser vice & busi
- 3. blueprint ^ draw ing
- 4. front stage back s tage
- 5. front stage back s tage
- 6. front stage online back s tage
- 7. BLUEPRINT
- 8. First, you need to identify all the key “ activities involved in creating and delivering the service in question and then specify the linkages between these activities. Initially, it’s best to keep activities relatively aggregated in order to define the big picture. You can later refine by drilling down to obtain a higher level of detail. ” Christopher Lovelock Services Marketing
- 9. ^ SERVICE BLUEPRINT ac cording to Lovelock clarify interaction between ... " customer interactions marketing " employee roles HR " operational processes operations " information technology IT
- 10. creating customer expectations BLUEPRINT empowering MARKETING the human element HR OPERATIONS rendering IT the service providing as promised necessary tools
- 11. the desig ner’s toolk it ...
- 12. SCRIPTING service design
- 14. ^ SERVICE FRONT- AND BACK-STAGES according to Kingman-Brundage " customer actions " onstage actions by customer-contact personnel " backstage actions by customer-contact personnel " support processes involving other personnel & IT
- 15. Customer actions line of interaction Onstage contact employee actions line of visibility Backstage contact employee actions line of internal interaction Support processes & IT
- 16. Customer actions line of interaction Onstage accept reservation & actions confirm date line of visibility Backstage check availability & actions insert booking line of internal interaction Support maintain processes reservation system & IT
- 17. ^ PHYSICAL EVIDENCE ck according to Lovelo " servicescape " visual and sound environment " furnishing, décor, uniforms, lighting, settings ...
- 18. Customer actions Physical sound tone of voice neighborhood appearance coatroom employee evidence line of interaction Onstage accept reservation & actions confirm date line of visibility Backstage check availability & actions insert booking line of internal interaction Support maintain processes reservation system & IT
- 19. back to the library loan ...
- 20. Customer borrow actions document line of interaction Onstage actions check & authorize access line of visibility Backstage actions pick up document on the shelf line of internal interaction Support processes maintain reservation system
- 21. Customer return actions borrow document document line of interaction Onstage actions take back document line of visibility Backstage record return actions store document line of internal interaction Support processes maintain book inventory
- 22. Customer ask for actions borrow deadline return document extension document line of interaction Onstage actions line of visibility Backstage actions answer telephone & confirm line of internal interaction Support processes maintain reservation system
- 23. Customer actions online pre- borrow return reservation document document line of interaction Onstage actions line of visibility Backstage actions line of internal interaction Support processes maintain reservation system
- 24. Customer actions online borrow ask for return pre- document deadline document reservation extension line of interaction Onstage actions check & tack back authorize document access line of visibility Backstage actions pick-up answer record return document telephone & confirm store document line of internal interaction Support maintain maintain processes reservation book system inventory
- 25. full-service B lueprinting a xperience ... restaurant e Identifying f ail points illustrations.fr
- 26. Customer actions line of interaction Onstage accept reservation & actions confirm date line of visibility Backstage check availability & actions insert booking line of internal interaction Support maintain processes reservation system & IT
- 28. Onstage actions accept reservation & confirm date line of visibility Backstage actions check availability & insert booking line of internal interaction Support processes maintain reservation system reservation valérie juillard
- 30. Onstage actions greet customer & take car keys line of visibility Backstage actions take car to parking lot line of internal interaction Support processes maintain or rent facilities valet parking valérie juillard
- 31. Onstage actions greet take coat give checks line of visibility Backstage actions hang coat with visible check number line of internal interaction Support processes maintain facilities equipment coatroom valérie juillard
- 32. Draw n by Va lérie Juillard Th ank you!
- 36. excessive wait
- 37. FAIL POINTS ^ according to Lovelo ck " risk of going wrong " OTSU “opportunity to screw up” David Maister
- 38. risk of wait Customer actions line of interaction Onstage accept reservation & actions confirm date line of visibility Backstage check availability & actions insert booking line of internal interaction Support maintain processes reservation system & IT
- 39. ^ DYSFUNCTIONAL CUSTOMER BEHAVIOR ck according to Lovelo “jaycustomer” " act in a thoughtless or abusive way, " causing problems for the firm, its employees, and other customers
- 40. identify risks
- 41. online pirate
- 42. surveillance
- 43. security
- 44. REDESIGN
- 45. process ^ service redesign
- 46. renovation
- 47. ^ SERVICE (PROCESS) REDESIGN ck according to Lovelo revitalizes services that have become outdated ... " changes in external customer needs and technology " deterioration of internal processes
- 52. co-producer cust omer ^
- 53. self-service
- 55. ^ CUSTOMER CO-PRODUCTION according to Lovelock " improves productivity and lower cost " limits face to face interaction " must prepare customers for the roles in order to reduce threat, anxiety and stress
- 56. DRAWING
- 57. once upon a time ...
- 58. er draw ing to “I pref aster, . Draw ing is f talking less ro om for and leaves lies” Le Cor busier
- 59. sketch by Le Corbusier
- 60. Please dra w me a sheep
- 61. according to Chen Ch ang & co http://vis.berkeley.edu/courses/cs160-fa06/wiki/index.php/InteractivePrototype-Group:4Corners
- 62. acc ording to K ipumLee
- 63. acc ording to K ipumLee
- 65. google chrome
- 66. visual thinking
- 68. service blueprint re view " visible actions " invisible actions "support processes
- 69. service redesign re view "eliminating non-value steps "shifting to self-service "delivering direct service " bundling services
- 70. service visualization re view " visual thinking " drawings
- 71. diving to the business processes ...