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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

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source: live|work - http://www.livework.co.uk

Service Thinking: Networks
Compiling themes, issues and needs

CONFIDENTIAL November 2008

Ben Reason live|work studio ltd www.livework.com

ben@livework.co.uk

29

source: live|work - http://www.livework.co.uk

source: http://www.cabinetoffice.gov.uk/contact-council/contact-council-resources.aspx#customer-journey

Dialing IBM-HELP to get assistance with Lotus Notes
Carrie Chan | IBM T.J Watson Research Center, Hawthorne NY | 6.15.07 Blueprinting ideas v.4

service evidence

problem with Lotus Notes Mail and Calendar syncing

Lotus Notes Mail and Calendar syncing works

Ticket number

customer steps

DIAL

NAVIGATE PRE-RECORDED MENU

TALK TO AGENT

WAIT

FOLLOW AGENT’S STEPS TO SOLVE PROBLEM

PROBLEM SOLVED

HANG UP?

hazard line

onstage

Dislike calling call centers i’m pressing ‘3’ and nothing is happening...

how long am i being put on hold for?

6D1511 is before 6A1511 in the menu choices... did I hear 6D1511 correctly?

customer’s journey

he’s assuming i know all the IBM language even though I’ve repeatedly told him I was new he’s apologizing for software malfunction - is this the same problem i was just having? or should i be worrying about something else? finally, the agent is back he’s talking really fast

is he even listening to me? he seems to be typing a lot. and not paying attention.

what is a ticket number?

he solved the problem!

area visibility line of of visibility
service representative

Give introductory speech.

script

Ask for employee serial number.

Present customer with menu options to redirect call. Redirect call after customer inputs a choice.

Introduce yourself. Apologize for software malfunction. Ask if they are on or off site.

Ask customer what problem they’re having.

Look up information regarding Lotus Notes Mail and Calendar syncing on database.

Ask what error message the customer is getting.

Proceed to follow steps outlined in documentation.

Confirm that the customer’s problem is solved. Ask if the customer has any other problems.

Ask customer to write down the ticket number. Email this ticket number to the customer. Thank customer for calling IBM HELP.

backstage

provider’s steps

WAIT FOR CALL

DIRECT CALL TO PROPER DEPT.

INTRODUCTION

GET PROBLEM

FIND SOLUTION TO PROBLEM

WALK CUSTOMER THROUGH PROBLEM SOLUTION

CONCLUDE

GIVE TICKET NUMBER

support processes

backstage application

P

P

P

P

P

P

P

P

P

P

P

P

P

P

implementation

account executives

product executives (BTO)

operational executives (SO)

source: Carrie Chan - http://www.thinkcarrie.com/

source: Mary Jo Bitner - http://people.ischool.berkeley.edu/~glushko/IS243Readings/ServiceBlueprinting.pdf

Service Blueprint

courtesy of live|work Studio Ltd. - http://www.livework.co.uk

source: live|work - http://www.slideshare.net/jlbove/designing-the-intangible-an-introduction-to-servicedesign-presentation

SYNERGISTIC

source: FrogDesign - http://www.slideshare.net/frogdesign/innovation-by-10

source: Rachel Shadoan - http://www.flickr.com/photos/rachelshadoan/4171746951/

send me your examples
Special thanks to Jess McMullin (http://citizenexperience.com/) for providing some of the original sources.

All your feedback is welcome marc@31v.nl