introduction to service blueprint -...
TRANSCRIPT
KONFIDENSIELT live|work nordic AS www.livework.no
Anders Kjeseth Valdersnes [email protected]
Introduction to Service Blueprint
February 18, 2009 Anders Kjeseth Valdersnes
Platform for action
February 18, 2009
KONFIDENSIELT live|work nordic AS www.livework.no
Anders Kjeseth Valdersnes [email protected]
Why?
2
KONFIDENSIELT live|work nordic AS www.livework.no
Anders Kjeseth Valdersnes [email protected]
A stay in a hotel
September 26, 2012 3
KONFIDENSIELT live|work nordic AS www.livework.no
Anders Kjeseth Valdersnes [email protected]
A stay in a hotel
September 26, 2012 4
KONFIDENSIELT live|work nordic AS www.livework.no
Anders Kjeseth Valdersnes [email protected]
A stay in a hotel
September 26, 2012 5
KONFIDENSIELT live|work nordic AS www.livework.no
Anders Kjeseth Valdersnes [email protected]
A stay in a hotel
September 26, 2012 6
KONFIDENSIELT live|work nordic AS www.livework.no
Anders Kjeseth Valdersnes [email protected]
‘Designing Services That Deliver’ G. Lynn Shostack, 1984
September 26, 2012 7
KONFIDENSIELT live|work nordic AS www.livework.no
Anders Kjeseth Valdersnes [email protected] September 26, 2012
8
TIME
LINE OF VISIBILITY
KONFIDENSIELT live|work nordic AS www.livework.no
Anders Kjeseth Valdersnes [email protected]
‘Lean consumption’ J. P. Womack and D. T. Jones, 2005
September 26, 2012 9
KONFIDENSIELT live|work nordic AS www.livework.no
Anders Kjeseth Valdersnes [email protected]
‘Service Blueprinting’ Mary Jo Bitner et al, 2007
September 26, 2012 10
KONFIDENSIELT live|work nordic AS www.livework.no
Anders Kjeseth Valdersnes [email protected]
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
September 26, 2012 11
KONFIDENSIELT live|work nordic AS www.livework.no
Anders Kjeseth Valdersnes [email protected]
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
September 26, 2012 12
KONFIDENSIELT live|work nordic AS www.livework.no
Anders Kjeseth Valdersnes [email protected]
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
September 26, 2012 13
KONFIDENSIELT live|work nordic AS www.livework.no
Anders Kjeseth Valdersnes [email protected]
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
September 26, 2012 14
KONFIDENSIELT live|work nordic AS www.livework.no
Anders Kjeseth Valdersnes [email protected]
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
September 26, 2012 15
KONFIDENSIELT live|work nordic AS www.livework.no
Anders Kjeseth Valdersnes [email protected]
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
September 26, 2012 16
KONFIDENSIELT live|work nordic AS www.livework.no
Anders Kjeseth Valdersnes [email protected]
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
September 26, 2012 17
KONFIDENSIELT live|work nordic AS www.livework.no
Anders Kjeseth Valdersnes [email protected]
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
September 26, 2012 18
KONFIDENSIELT live|work nordic AS www.livework.no
Anders Kjeseth Valdersnes [email protected]
Examples
19
KONFIDENSIELT live|work nordic AS www.livework.no
Anders Kjeseth Valdersnes [email protected]
Empowering Young People Portal
KONFIDENSIELT live|work nordic AS www.livework.no
Anders Kjeseth Valdersnes [email protected]
Make it Work
KONFIDENSIELT live|work nordic AS www.livework.no
Anders Kjeseth Valdersnes [email protected]
Make it Work
KONFIDENSIELT live|work nordic AS www.livework.no
Anders Kjeseth Valdersnes [email protected]
Make it Work
KONFIDENSIELT live|work nordic AS www.livework.no
Anders Kjeseth Valdersnes [email protected]
Low Carb Lane
KONFIDENSIELT live|work nordic AS www.livework.no
Anders Kjeseth Valdersnes [email protected]
Low Carb Lane
KONFIDENSIELT live|work nordic AS www.livework.no
Anders Kjeseth Valdersnes [email protected]
Garlands
KONFIDENSIELT live|work nordic AS www.livework.no
Anders Kjeseth Valdersnes [email protected]
Laerdal
September 26, 2012 29
KONFIDENSIELT live|work nordic AS www.livework.no
Anders Kjeseth Valdersnes [email protected]
Laerdal
September 26, 2012 30
KONFIDENSIELT live|work nordic AS www.livework.no
Anders Kjeseth Valdersnes [email protected]
[email protected] www.livework.no
September 26, 2012