prototyping jam linz keynote #2 von alexander wiethoff
TRANSCRIPT
Design Services Create Experiences
wwwservicedesign-linzat
ServiceDesign Jam Linz 2015 Keynote 2
Alexander Wie1048552off
Prototyping
28 Februar 2015
Design Services Create Experiences
PROTOTYPING Alexander Wiethoff
a bit of Interaction Design to start with
Bill Verplank worked at Xerox 78-1986
photo credits copy bill verplank
Transducers (input analogdigital)
Transducers (output hilo resolution)
Computer Microcontroller
Mental model
(tutorial signs)
What we know What it means So what How does it work
Experience Prototypes
Key Data Collection
User Research
Data Analysis
Design Concepts
Evaluation Cycle
Prototyping as a proof of concept
photo credits copy alexander wiethoff
Prototyping as a design process
photo credits copy alexander wiethoff
Prototyping as a communication
tool
photo credits copy alexander wiethoff
For the Designer
Exploration Visualization Feasibly Inspiration Collaboration
For the End User Effectiveness Usefulness A change of viewpoint Usability Desirability
For the Producer Conviction Specification Benchmarking
Itrsquos really hard to design products by focus groups A lot of times people donrsquot know what they want until you
show it to them
Steve Jobs
Fidelity v Resolution
low resolution low fidelity
high resolution high fidelity
high resolution low fidelity
High FidelityLow Fidelity
Open Discussion
Prompting Required
Quick and Dirty
Early Validation
Sharp Opinions
Self Explanatory
Deliberate and Refined
Concrete Ideas
Less Details
Focus on core interactions
Quick and Dirty
Early Validation
More Details
Focus on the whole
Deliberate and Refined
Concrete Ideas
Low Resolution High Resolution
3 Main Prototyping Pillars and Directions
Paper Prototyping Video Prototyping Hardware Prototyping
Paper Prototyping Screen Interactions
Paper-prototyping
Paper prototyping is a widely used method in the user-centered design process a process that helps developers to create productsscreen based applications that meets the users expectations and needs It is throwaway prototyping and involves creating rough even hand sketched drawings of an interface to use as prototypes or models of a design
What is it
Paper prototyping started in the mid 1980s and then became popular in the mid 1990s when companies such as IBM Honeywell Microsoft and others started using the technique in developing their products
History
Paper prototype of a typical form-filling screen Paper prototype of a tabs-based design
Typical set-up of the usability laboratory for a test session with a paper prototype
User test of a low-fidelity paper prototype of a website
photo credits copy NN Group
User test of a high-fidelity paper prototype of a homepageUser test of a paper prototype of a device-based interaction
Testing hardware user interfaces mockup of a kiosk
photo credits copy NN Group
httpwwwbalsamiqcomproductsmockups
Choosing The Right Camera
Video-prototypingImage Source CIID
wwwciiddk 11042008Intro
ldquoActing outrdquo a Service
wwwciiddk 11042008Intro
Quick Kiosk Mock-up
high resolution low fidelity (rotterdam hospital)
videocopy CIID Simona Maschi
low resolution high fidelity (crossing on demand)
The Smoke amp Mirror Approach
imagecopy CIID
copy Alexander Wiethoff 2014
Prototyping services -is different from prototyping products since services donlsquot come alive until someone is using them -involves creating scenarios based on the service moments and acting them out physically
copy Alexander Wiethoff 2014
Fran Samalionis -is the service design lead at IDEO -MA in ergonomics from UCL
httpwwwdesigninginteractionscominterviewsFranSamalionis source [3]
copy Alexander Wiethoff 2014
copy Alexander Wiethoff 2014
Research Analysis Concepts Prototypes
Validate Concepts
copy Alexander Wiethoff 2014
IDEO | observation
traditionalmarket
research
empathicresearch
subjects truth inspiration
()
source [4]
copy Alexander Wiethoff 2014
source [3]
copy Alexander Wiethoff 2014
source [3]
copy Alexander Wiethoff 2014
Research Analysis Concepts Prototypes
Validate Concepts
copy Alexander Wiethoff 2014
short term view
Pathfinder Dreamer
Onlooker Organizer
long term view
low engagement high engagement
source [3]
copy Alexander Wiethoff 2014
Research Analysis Concepts Prototypes
Validate Concepts
copy Alexander Wiethoff 2014
source [3]
copy Alexander Wiethoff 2014
Research Analysis Concepts Prototypes
Validate Concepts
Blueprints
copy Alexander Wiethoff 2014
In the British Standard for Service Design (BS 7000 -3 BS 7000 -10 BS EN ISO 9000) blueprinting is described as the mapping out of a service journey identifying the processes that constitute the service isolating possible fail points and establishing the time frame for the journey We interpret this in a much broader sense We look at it as an experience map which covers both the service elements as well as the product interactions
Definition
source [2]
copy Alexander Wiethoff 2014
What is an Experience Blueprint
An experience blueprint is a diagrammatic representation of the user journey that maps processes touch points people and support activities involved in creating the experience It helps in visualizing the correlation between the front stage (user end) and the back stage (provider end) It also helps to interconnect the tangible elements with intangible and deal with them more objectively
source [2]
copy Alexander Wiethoff 2014
History and Use
Blueprinting services was pioneered by G Lynn Shostack former VP of Citibank in the 1980rsquos as a way to plan the cost and revenue associated with operating a service Ever since it has been interpreted in many different ways and used by many leading design and management consultancies
source [2]
copy Alexander Wiethoff 2014
TimeEntry Exit
Front Stage
Back Stage
User Journey
Support Processes
User Touch points
Provider Touch points
source [2]
copy Alexander Wiethoff 2014
Touch Points
User Actions
Line of interaction
Line of visibility
Backstage activity
Line of internal interaction
Support process Stake Holders
source [2]
copy Alexander Wiethoff 2014
source [2]
copy Alexander Wiethoff 2014
Sketching a Service Blueprint
source [2]
copy Alexander Wiethoff 2014
Sketching a Stakeholder Map
source [2]
copy Alexander Wiethoff 2014
The Purpose of User Studies
Research Aims Reliability Validity and Generalizability
Research Methods and Experimental Designs
Ethical Considerations
HCI-related and practical information for your own studies
Interpretation of Data and Presentation of Results
source [3]
copy Alexander Wiethoff 2014
The Purpose of User Studies
Research Aims Reliability Validity and Generalizability
Research Methods and Experimental Designs
Ethical Considerations
HCI-related and practical information for your own studies
Interpretation of Data and Presentation of Results
source [3]
copy Alexander Wiethoff 2014
httpadaptivepathcomuploadsarchiveblogwp-contentuploads200903stspanel_service_blueprintpng
Refined Service Blueprint
60
References (Books) [1] Buxton W Sketching User Experiences Morgan Kaufmann 2007 [2] Copenhagen Institute of Interaction Design Service Design Workshop 2008 [3] Moggridge B Designing Interactions MIT Press 2006 [4] Rogers Y Preece J amp Sharp H Interaction Design Wiley amp Sons 2011 [5] Saffer D Designing for Interaction New Riders 2009
Design Services Create Experiences
wwwservicedesign-linzat
Danke Facebook fbcomServiceDesignLinzTwi1048567er sdjlnzEmail jamservicedesign-linzat
Praumlsentationen slidesharenetServiceDesignLinz
PROTOTYPING Alexander Wiethoff
a bit of Interaction Design to start with
Bill Verplank worked at Xerox 78-1986
photo credits copy bill verplank
Transducers (input analogdigital)
Transducers (output hilo resolution)
Computer Microcontroller
Mental model
(tutorial signs)
What we know What it means So what How does it work
Experience Prototypes
Key Data Collection
User Research
Data Analysis
Design Concepts
Evaluation Cycle
Prototyping as a proof of concept
photo credits copy alexander wiethoff
Prototyping as a design process
photo credits copy alexander wiethoff
Prototyping as a communication
tool
photo credits copy alexander wiethoff
For the Designer
Exploration Visualization Feasibly Inspiration Collaboration
For the End User Effectiveness Usefulness A change of viewpoint Usability Desirability
For the Producer Conviction Specification Benchmarking
Itrsquos really hard to design products by focus groups A lot of times people donrsquot know what they want until you
show it to them
Steve Jobs
Fidelity v Resolution
low resolution low fidelity
high resolution high fidelity
high resolution low fidelity
High FidelityLow Fidelity
Open Discussion
Prompting Required
Quick and Dirty
Early Validation
Sharp Opinions
Self Explanatory
Deliberate and Refined
Concrete Ideas
Less Details
Focus on core interactions
Quick and Dirty
Early Validation
More Details
Focus on the whole
Deliberate and Refined
Concrete Ideas
Low Resolution High Resolution
3 Main Prototyping Pillars and Directions
Paper Prototyping Video Prototyping Hardware Prototyping
Paper Prototyping Screen Interactions
Paper-prototyping
Paper prototyping is a widely used method in the user-centered design process a process that helps developers to create productsscreen based applications that meets the users expectations and needs It is throwaway prototyping and involves creating rough even hand sketched drawings of an interface to use as prototypes or models of a design
What is it
Paper prototyping started in the mid 1980s and then became popular in the mid 1990s when companies such as IBM Honeywell Microsoft and others started using the technique in developing their products
History
Paper prototype of a typical form-filling screen Paper prototype of a tabs-based design
Typical set-up of the usability laboratory for a test session with a paper prototype
User test of a low-fidelity paper prototype of a website
photo credits copy NN Group
User test of a high-fidelity paper prototype of a homepageUser test of a paper prototype of a device-based interaction
Testing hardware user interfaces mockup of a kiosk
photo credits copy NN Group
httpwwwbalsamiqcomproductsmockups
Choosing The Right Camera
Video-prototypingImage Source CIID
wwwciiddk 11042008Intro
ldquoActing outrdquo a Service
wwwciiddk 11042008Intro
Quick Kiosk Mock-up
high resolution low fidelity (rotterdam hospital)
videocopy CIID Simona Maschi
low resolution high fidelity (crossing on demand)
The Smoke amp Mirror Approach
imagecopy CIID
copy Alexander Wiethoff 2014
Prototyping services -is different from prototyping products since services donlsquot come alive until someone is using them -involves creating scenarios based on the service moments and acting them out physically
copy Alexander Wiethoff 2014
Fran Samalionis -is the service design lead at IDEO -MA in ergonomics from UCL
httpwwwdesigninginteractionscominterviewsFranSamalionis source [3]
copy Alexander Wiethoff 2014
copy Alexander Wiethoff 2014
Research Analysis Concepts Prototypes
Validate Concepts
copy Alexander Wiethoff 2014
IDEO | observation
traditionalmarket
research
empathicresearch
subjects truth inspiration
()
source [4]
copy Alexander Wiethoff 2014
source [3]
copy Alexander Wiethoff 2014
source [3]
copy Alexander Wiethoff 2014
Research Analysis Concepts Prototypes
Validate Concepts
copy Alexander Wiethoff 2014
short term view
Pathfinder Dreamer
Onlooker Organizer
long term view
low engagement high engagement
source [3]
copy Alexander Wiethoff 2014
Research Analysis Concepts Prototypes
Validate Concepts
copy Alexander Wiethoff 2014
source [3]
copy Alexander Wiethoff 2014
Research Analysis Concepts Prototypes
Validate Concepts
Blueprints
copy Alexander Wiethoff 2014
In the British Standard for Service Design (BS 7000 -3 BS 7000 -10 BS EN ISO 9000) blueprinting is described as the mapping out of a service journey identifying the processes that constitute the service isolating possible fail points and establishing the time frame for the journey We interpret this in a much broader sense We look at it as an experience map which covers both the service elements as well as the product interactions
Definition
source [2]
copy Alexander Wiethoff 2014
What is an Experience Blueprint
An experience blueprint is a diagrammatic representation of the user journey that maps processes touch points people and support activities involved in creating the experience It helps in visualizing the correlation between the front stage (user end) and the back stage (provider end) It also helps to interconnect the tangible elements with intangible and deal with them more objectively
source [2]
copy Alexander Wiethoff 2014
History and Use
Blueprinting services was pioneered by G Lynn Shostack former VP of Citibank in the 1980rsquos as a way to plan the cost and revenue associated with operating a service Ever since it has been interpreted in many different ways and used by many leading design and management consultancies
source [2]
copy Alexander Wiethoff 2014
TimeEntry Exit
Front Stage
Back Stage
User Journey
Support Processes
User Touch points
Provider Touch points
source [2]
copy Alexander Wiethoff 2014
Touch Points
User Actions
Line of interaction
Line of visibility
Backstage activity
Line of internal interaction
Support process Stake Holders
source [2]
copy Alexander Wiethoff 2014
source [2]
copy Alexander Wiethoff 2014
Sketching a Service Blueprint
source [2]
copy Alexander Wiethoff 2014
Sketching a Stakeholder Map
source [2]
copy Alexander Wiethoff 2014
The Purpose of User Studies
Research Aims Reliability Validity and Generalizability
Research Methods and Experimental Designs
Ethical Considerations
HCI-related and practical information for your own studies
Interpretation of Data and Presentation of Results
source [3]
copy Alexander Wiethoff 2014
The Purpose of User Studies
Research Aims Reliability Validity and Generalizability
Research Methods and Experimental Designs
Ethical Considerations
HCI-related and practical information for your own studies
Interpretation of Data and Presentation of Results
source [3]
copy Alexander Wiethoff 2014
httpadaptivepathcomuploadsarchiveblogwp-contentuploads200903stspanel_service_blueprintpng
Refined Service Blueprint
60
References (Books) [1] Buxton W Sketching User Experiences Morgan Kaufmann 2007 [2] Copenhagen Institute of Interaction Design Service Design Workshop 2008 [3] Moggridge B Designing Interactions MIT Press 2006 [4] Rogers Y Preece J amp Sharp H Interaction Design Wiley amp Sons 2011 [5] Saffer D Designing for Interaction New Riders 2009
Design Services Create Experiences
wwwservicedesign-linzat
Danke Facebook fbcomServiceDesignLinzTwi1048567er sdjlnzEmail jamservicedesign-linzat
Praumlsentationen slidesharenetServiceDesignLinz
a bit of Interaction Design to start with
Bill Verplank worked at Xerox 78-1986
photo credits copy bill verplank
Transducers (input analogdigital)
Transducers (output hilo resolution)
Computer Microcontroller
Mental model
(tutorial signs)
What we know What it means So what How does it work
Experience Prototypes
Key Data Collection
User Research
Data Analysis
Design Concepts
Evaluation Cycle
Prototyping as a proof of concept
photo credits copy alexander wiethoff
Prototyping as a design process
photo credits copy alexander wiethoff
Prototyping as a communication
tool
photo credits copy alexander wiethoff
For the Designer
Exploration Visualization Feasibly Inspiration Collaboration
For the End User Effectiveness Usefulness A change of viewpoint Usability Desirability
For the Producer Conviction Specification Benchmarking
Itrsquos really hard to design products by focus groups A lot of times people donrsquot know what they want until you
show it to them
Steve Jobs
Fidelity v Resolution
low resolution low fidelity
high resolution high fidelity
high resolution low fidelity
High FidelityLow Fidelity
Open Discussion
Prompting Required
Quick and Dirty
Early Validation
Sharp Opinions
Self Explanatory
Deliberate and Refined
Concrete Ideas
Less Details
Focus on core interactions
Quick and Dirty
Early Validation
More Details
Focus on the whole
Deliberate and Refined
Concrete Ideas
Low Resolution High Resolution
3 Main Prototyping Pillars and Directions
Paper Prototyping Video Prototyping Hardware Prototyping
Paper Prototyping Screen Interactions
Paper-prototyping
Paper prototyping is a widely used method in the user-centered design process a process that helps developers to create productsscreen based applications that meets the users expectations and needs It is throwaway prototyping and involves creating rough even hand sketched drawings of an interface to use as prototypes or models of a design
What is it
Paper prototyping started in the mid 1980s and then became popular in the mid 1990s when companies such as IBM Honeywell Microsoft and others started using the technique in developing their products
History
Paper prototype of a typical form-filling screen Paper prototype of a tabs-based design
Typical set-up of the usability laboratory for a test session with a paper prototype
User test of a low-fidelity paper prototype of a website
photo credits copy NN Group
User test of a high-fidelity paper prototype of a homepageUser test of a paper prototype of a device-based interaction
Testing hardware user interfaces mockup of a kiosk
photo credits copy NN Group
httpwwwbalsamiqcomproductsmockups
Choosing The Right Camera
Video-prototypingImage Source CIID
wwwciiddk 11042008Intro
ldquoActing outrdquo a Service
wwwciiddk 11042008Intro
Quick Kiosk Mock-up
high resolution low fidelity (rotterdam hospital)
videocopy CIID Simona Maschi
low resolution high fidelity (crossing on demand)
The Smoke amp Mirror Approach
imagecopy CIID
copy Alexander Wiethoff 2014
Prototyping services -is different from prototyping products since services donlsquot come alive until someone is using them -involves creating scenarios based on the service moments and acting them out physically
copy Alexander Wiethoff 2014
Fran Samalionis -is the service design lead at IDEO -MA in ergonomics from UCL
httpwwwdesigninginteractionscominterviewsFranSamalionis source [3]
copy Alexander Wiethoff 2014
copy Alexander Wiethoff 2014
Research Analysis Concepts Prototypes
Validate Concepts
copy Alexander Wiethoff 2014
IDEO | observation
traditionalmarket
research
empathicresearch
subjects truth inspiration
()
source [4]
copy Alexander Wiethoff 2014
source [3]
copy Alexander Wiethoff 2014
source [3]
copy Alexander Wiethoff 2014
Research Analysis Concepts Prototypes
Validate Concepts
copy Alexander Wiethoff 2014
short term view
Pathfinder Dreamer
Onlooker Organizer
long term view
low engagement high engagement
source [3]
copy Alexander Wiethoff 2014
Research Analysis Concepts Prototypes
Validate Concepts
copy Alexander Wiethoff 2014
source [3]
copy Alexander Wiethoff 2014
Research Analysis Concepts Prototypes
Validate Concepts
Blueprints
copy Alexander Wiethoff 2014
In the British Standard for Service Design (BS 7000 -3 BS 7000 -10 BS EN ISO 9000) blueprinting is described as the mapping out of a service journey identifying the processes that constitute the service isolating possible fail points and establishing the time frame for the journey We interpret this in a much broader sense We look at it as an experience map which covers both the service elements as well as the product interactions
Definition
source [2]
copy Alexander Wiethoff 2014
What is an Experience Blueprint
An experience blueprint is a diagrammatic representation of the user journey that maps processes touch points people and support activities involved in creating the experience It helps in visualizing the correlation between the front stage (user end) and the back stage (provider end) It also helps to interconnect the tangible elements with intangible and deal with them more objectively
source [2]
copy Alexander Wiethoff 2014
History and Use
Blueprinting services was pioneered by G Lynn Shostack former VP of Citibank in the 1980rsquos as a way to plan the cost and revenue associated with operating a service Ever since it has been interpreted in many different ways and used by many leading design and management consultancies
source [2]
copy Alexander Wiethoff 2014
TimeEntry Exit
Front Stage
Back Stage
User Journey
Support Processes
User Touch points
Provider Touch points
source [2]
copy Alexander Wiethoff 2014
Touch Points
User Actions
Line of interaction
Line of visibility
Backstage activity
Line of internal interaction
Support process Stake Holders
source [2]
copy Alexander Wiethoff 2014
source [2]
copy Alexander Wiethoff 2014
Sketching a Service Blueprint
source [2]
copy Alexander Wiethoff 2014
Sketching a Stakeholder Map
source [2]
copy Alexander Wiethoff 2014
The Purpose of User Studies
Research Aims Reliability Validity and Generalizability
Research Methods and Experimental Designs
Ethical Considerations
HCI-related and practical information for your own studies
Interpretation of Data and Presentation of Results
source [3]
copy Alexander Wiethoff 2014
The Purpose of User Studies
Research Aims Reliability Validity and Generalizability
Research Methods and Experimental Designs
Ethical Considerations
HCI-related and practical information for your own studies
Interpretation of Data and Presentation of Results
source [3]
copy Alexander Wiethoff 2014
httpadaptivepathcomuploadsarchiveblogwp-contentuploads200903stspanel_service_blueprintpng
Refined Service Blueprint
60
References (Books) [1] Buxton W Sketching User Experiences Morgan Kaufmann 2007 [2] Copenhagen Institute of Interaction Design Service Design Workshop 2008 [3] Moggridge B Designing Interactions MIT Press 2006 [4] Rogers Y Preece J amp Sharp H Interaction Design Wiley amp Sons 2011 [5] Saffer D Designing for Interaction New Riders 2009
Design Services Create Experiences
wwwservicedesign-linzat
Danke Facebook fbcomServiceDesignLinzTwi1048567er sdjlnzEmail jamservicedesign-linzat
Praumlsentationen slidesharenetServiceDesignLinz
Bill Verplank worked at Xerox 78-1986
photo credits copy bill verplank
Transducers (input analogdigital)
Transducers (output hilo resolution)
Computer Microcontroller
Mental model
(tutorial signs)
What we know What it means So what How does it work
Experience Prototypes
Key Data Collection
User Research
Data Analysis
Design Concepts
Evaluation Cycle
Prototyping as a proof of concept
photo credits copy alexander wiethoff
Prototyping as a design process
photo credits copy alexander wiethoff
Prototyping as a communication
tool
photo credits copy alexander wiethoff
For the Designer
Exploration Visualization Feasibly Inspiration Collaboration
For the End User Effectiveness Usefulness A change of viewpoint Usability Desirability
For the Producer Conviction Specification Benchmarking
Itrsquos really hard to design products by focus groups A lot of times people donrsquot know what they want until you
show it to them
Steve Jobs
Fidelity v Resolution
low resolution low fidelity
high resolution high fidelity
high resolution low fidelity
High FidelityLow Fidelity
Open Discussion
Prompting Required
Quick and Dirty
Early Validation
Sharp Opinions
Self Explanatory
Deliberate and Refined
Concrete Ideas
Less Details
Focus on core interactions
Quick and Dirty
Early Validation
More Details
Focus on the whole
Deliberate and Refined
Concrete Ideas
Low Resolution High Resolution
3 Main Prototyping Pillars and Directions
Paper Prototyping Video Prototyping Hardware Prototyping
Paper Prototyping Screen Interactions
Paper-prototyping
Paper prototyping is a widely used method in the user-centered design process a process that helps developers to create productsscreen based applications that meets the users expectations and needs It is throwaway prototyping and involves creating rough even hand sketched drawings of an interface to use as prototypes or models of a design
What is it
Paper prototyping started in the mid 1980s and then became popular in the mid 1990s when companies such as IBM Honeywell Microsoft and others started using the technique in developing their products
History
Paper prototype of a typical form-filling screen Paper prototype of a tabs-based design
Typical set-up of the usability laboratory for a test session with a paper prototype
User test of a low-fidelity paper prototype of a website
photo credits copy NN Group
User test of a high-fidelity paper prototype of a homepageUser test of a paper prototype of a device-based interaction
Testing hardware user interfaces mockup of a kiosk
photo credits copy NN Group
httpwwwbalsamiqcomproductsmockups
Choosing The Right Camera
Video-prototypingImage Source CIID
wwwciiddk 11042008Intro
ldquoActing outrdquo a Service
wwwciiddk 11042008Intro
Quick Kiosk Mock-up
high resolution low fidelity (rotterdam hospital)
videocopy CIID Simona Maschi
low resolution high fidelity (crossing on demand)
The Smoke amp Mirror Approach
imagecopy CIID
copy Alexander Wiethoff 2014
Prototyping services -is different from prototyping products since services donlsquot come alive until someone is using them -involves creating scenarios based on the service moments and acting them out physically
copy Alexander Wiethoff 2014
Fran Samalionis -is the service design lead at IDEO -MA in ergonomics from UCL
httpwwwdesigninginteractionscominterviewsFranSamalionis source [3]
copy Alexander Wiethoff 2014
copy Alexander Wiethoff 2014
Research Analysis Concepts Prototypes
Validate Concepts
copy Alexander Wiethoff 2014
IDEO | observation
traditionalmarket
research
empathicresearch
subjects truth inspiration
()
source [4]
copy Alexander Wiethoff 2014
source [3]
copy Alexander Wiethoff 2014
source [3]
copy Alexander Wiethoff 2014
Research Analysis Concepts Prototypes
Validate Concepts
copy Alexander Wiethoff 2014
short term view
Pathfinder Dreamer
Onlooker Organizer
long term view
low engagement high engagement
source [3]
copy Alexander Wiethoff 2014
Research Analysis Concepts Prototypes
Validate Concepts
copy Alexander Wiethoff 2014
source [3]
copy Alexander Wiethoff 2014
Research Analysis Concepts Prototypes
Validate Concepts
Blueprints
copy Alexander Wiethoff 2014
In the British Standard for Service Design (BS 7000 -3 BS 7000 -10 BS EN ISO 9000) blueprinting is described as the mapping out of a service journey identifying the processes that constitute the service isolating possible fail points and establishing the time frame for the journey We interpret this in a much broader sense We look at it as an experience map which covers both the service elements as well as the product interactions
Definition
source [2]
copy Alexander Wiethoff 2014
What is an Experience Blueprint
An experience blueprint is a diagrammatic representation of the user journey that maps processes touch points people and support activities involved in creating the experience It helps in visualizing the correlation between the front stage (user end) and the back stage (provider end) It also helps to interconnect the tangible elements with intangible and deal with them more objectively
source [2]
copy Alexander Wiethoff 2014
History and Use
Blueprinting services was pioneered by G Lynn Shostack former VP of Citibank in the 1980rsquos as a way to plan the cost and revenue associated with operating a service Ever since it has been interpreted in many different ways and used by many leading design and management consultancies
source [2]
copy Alexander Wiethoff 2014
TimeEntry Exit
Front Stage
Back Stage
User Journey
Support Processes
User Touch points
Provider Touch points
source [2]
copy Alexander Wiethoff 2014
Touch Points
User Actions
Line of interaction
Line of visibility
Backstage activity
Line of internal interaction
Support process Stake Holders
source [2]
copy Alexander Wiethoff 2014
source [2]
copy Alexander Wiethoff 2014
Sketching a Service Blueprint
source [2]
copy Alexander Wiethoff 2014
Sketching a Stakeholder Map
source [2]
copy Alexander Wiethoff 2014
The Purpose of User Studies
Research Aims Reliability Validity and Generalizability
Research Methods and Experimental Designs
Ethical Considerations
HCI-related and practical information for your own studies
Interpretation of Data and Presentation of Results
source [3]
copy Alexander Wiethoff 2014
The Purpose of User Studies
Research Aims Reliability Validity and Generalizability
Research Methods and Experimental Designs
Ethical Considerations
HCI-related and practical information for your own studies
Interpretation of Data and Presentation of Results
source [3]
copy Alexander Wiethoff 2014
httpadaptivepathcomuploadsarchiveblogwp-contentuploads200903stspanel_service_blueprintpng
Refined Service Blueprint
60
References (Books) [1] Buxton W Sketching User Experiences Morgan Kaufmann 2007 [2] Copenhagen Institute of Interaction Design Service Design Workshop 2008 [3] Moggridge B Designing Interactions MIT Press 2006 [4] Rogers Y Preece J amp Sharp H Interaction Design Wiley amp Sons 2011 [5] Saffer D Designing for Interaction New Riders 2009
Design Services Create Experiences
wwwservicedesign-linzat
Danke Facebook fbcomServiceDesignLinzTwi1048567er sdjlnzEmail jamservicedesign-linzat
Praumlsentationen slidesharenetServiceDesignLinz
photo credits copy bill verplank
Transducers (input analogdigital)
Transducers (output hilo resolution)
Computer Microcontroller
Mental model
(tutorial signs)
What we know What it means So what How does it work
Experience Prototypes
Key Data Collection
User Research
Data Analysis
Design Concepts
Evaluation Cycle
Prototyping as a proof of concept
photo credits copy alexander wiethoff
Prototyping as a design process
photo credits copy alexander wiethoff
Prototyping as a communication
tool
photo credits copy alexander wiethoff
For the Designer
Exploration Visualization Feasibly Inspiration Collaboration
For the End User Effectiveness Usefulness A change of viewpoint Usability Desirability
For the Producer Conviction Specification Benchmarking
Itrsquos really hard to design products by focus groups A lot of times people donrsquot know what they want until you
show it to them
Steve Jobs
Fidelity v Resolution
low resolution low fidelity
high resolution high fidelity
high resolution low fidelity
High FidelityLow Fidelity
Open Discussion
Prompting Required
Quick and Dirty
Early Validation
Sharp Opinions
Self Explanatory
Deliberate and Refined
Concrete Ideas
Less Details
Focus on core interactions
Quick and Dirty
Early Validation
More Details
Focus on the whole
Deliberate and Refined
Concrete Ideas
Low Resolution High Resolution
3 Main Prototyping Pillars and Directions
Paper Prototyping Video Prototyping Hardware Prototyping
Paper Prototyping Screen Interactions
Paper-prototyping
Paper prototyping is a widely used method in the user-centered design process a process that helps developers to create productsscreen based applications that meets the users expectations and needs It is throwaway prototyping and involves creating rough even hand sketched drawings of an interface to use as prototypes or models of a design
What is it
Paper prototyping started in the mid 1980s and then became popular in the mid 1990s when companies such as IBM Honeywell Microsoft and others started using the technique in developing their products
History
Paper prototype of a typical form-filling screen Paper prototype of a tabs-based design
Typical set-up of the usability laboratory for a test session with a paper prototype
User test of a low-fidelity paper prototype of a website
photo credits copy NN Group
User test of a high-fidelity paper prototype of a homepageUser test of a paper prototype of a device-based interaction
Testing hardware user interfaces mockup of a kiosk
photo credits copy NN Group
httpwwwbalsamiqcomproductsmockups
Choosing The Right Camera
Video-prototypingImage Source CIID
wwwciiddk 11042008Intro
ldquoActing outrdquo a Service
wwwciiddk 11042008Intro
Quick Kiosk Mock-up
high resolution low fidelity (rotterdam hospital)
videocopy CIID Simona Maschi
low resolution high fidelity (crossing on demand)
The Smoke amp Mirror Approach
imagecopy CIID
copy Alexander Wiethoff 2014
Prototyping services -is different from prototyping products since services donlsquot come alive until someone is using them -involves creating scenarios based on the service moments and acting them out physically
copy Alexander Wiethoff 2014
Fran Samalionis -is the service design lead at IDEO -MA in ergonomics from UCL
httpwwwdesigninginteractionscominterviewsFranSamalionis source [3]
copy Alexander Wiethoff 2014
copy Alexander Wiethoff 2014
Research Analysis Concepts Prototypes
Validate Concepts
copy Alexander Wiethoff 2014
IDEO | observation
traditionalmarket
research
empathicresearch
subjects truth inspiration
()
source [4]
copy Alexander Wiethoff 2014
source [3]
copy Alexander Wiethoff 2014
source [3]
copy Alexander Wiethoff 2014
Research Analysis Concepts Prototypes
Validate Concepts
copy Alexander Wiethoff 2014
short term view
Pathfinder Dreamer
Onlooker Organizer
long term view
low engagement high engagement
source [3]
copy Alexander Wiethoff 2014
Research Analysis Concepts Prototypes
Validate Concepts
copy Alexander Wiethoff 2014
source [3]
copy Alexander Wiethoff 2014
Research Analysis Concepts Prototypes
Validate Concepts
Blueprints
copy Alexander Wiethoff 2014
In the British Standard for Service Design (BS 7000 -3 BS 7000 -10 BS EN ISO 9000) blueprinting is described as the mapping out of a service journey identifying the processes that constitute the service isolating possible fail points and establishing the time frame for the journey We interpret this in a much broader sense We look at it as an experience map which covers both the service elements as well as the product interactions
Definition
source [2]
copy Alexander Wiethoff 2014
What is an Experience Blueprint
An experience blueprint is a diagrammatic representation of the user journey that maps processes touch points people and support activities involved in creating the experience It helps in visualizing the correlation between the front stage (user end) and the back stage (provider end) It also helps to interconnect the tangible elements with intangible and deal with them more objectively
source [2]
copy Alexander Wiethoff 2014
History and Use
Blueprinting services was pioneered by G Lynn Shostack former VP of Citibank in the 1980rsquos as a way to plan the cost and revenue associated with operating a service Ever since it has been interpreted in many different ways and used by many leading design and management consultancies
source [2]
copy Alexander Wiethoff 2014
TimeEntry Exit
Front Stage
Back Stage
User Journey
Support Processes
User Touch points
Provider Touch points
source [2]
copy Alexander Wiethoff 2014
Touch Points
User Actions
Line of interaction
Line of visibility
Backstage activity
Line of internal interaction
Support process Stake Holders
source [2]
copy Alexander Wiethoff 2014
source [2]
copy Alexander Wiethoff 2014
Sketching a Service Blueprint
source [2]
copy Alexander Wiethoff 2014
Sketching a Stakeholder Map
source [2]
copy Alexander Wiethoff 2014
The Purpose of User Studies
Research Aims Reliability Validity and Generalizability
Research Methods and Experimental Designs
Ethical Considerations
HCI-related and practical information for your own studies
Interpretation of Data and Presentation of Results
source [3]
copy Alexander Wiethoff 2014
The Purpose of User Studies
Research Aims Reliability Validity and Generalizability
Research Methods and Experimental Designs
Ethical Considerations
HCI-related and practical information for your own studies
Interpretation of Data and Presentation of Results
source [3]
copy Alexander Wiethoff 2014
httpadaptivepathcomuploadsarchiveblogwp-contentuploads200903stspanel_service_blueprintpng
Refined Service Blueprint
60
References (Books) [1] Buxton W Sketching User Experiences Morgan Kaufmann 2007 [2] Copenhagen Institute of Interaction Design Service Design Workshop 2008 [3] Moggridge B Designing Interactions MIT Press 2006 [4] Rogers Y Preece J amp Sharp H Interaction Design Wiley amp Sons 2011 [5] Saffer D Designing for Interaction New Riders 2009
Design Services Create Experiences
wwwservicedesign-linzat
Danke Facebook fbcomServiceDesignLinzTwi1048567er sdjlnzEmail jamservicedesign-linzat
Praumlsentationen slidesharenetServiceDesignLinz
Transducers (input analogdigital)
Transducers (output hilo resolution)
Computer Microcontroller
Mental model
(tutorial signs)
What we know What it means So what How does it work
Experience Prototypes
Key Data Collection
User Research
Data Analysis
Design Concepts
Evaluation Cycle
Prototyping as a proof of concept
photo credits copy alexander wiethoff
Prototyping as a design process
photo credits copy alexander wiethoff
Prototyping as a communication
tool
photo credits copy alexander wiethoff
For the Designer
Exploration Visualization Feasibly Inspiration Collaboration
For the End User Effectiveness Usefulness A change of viewpoint Usability Desirability
For the Producer Conviction Specification Benchmarking
Itrsquos really hard to design products by focus groups A lot of times people donrsquot know what they want until you
show it to them
Steve Jobs
Fidelity v Resolution
low resolution low fidelity
high resolution high fidelity
high resolution low fidelity
High FidelityLow Fidelity
Open Discussion
Prompting Required
Quick and Dirty
Early Validation
Sharp Opinions
Self Explanatory
Deliberate and Refined
Concrete Ideas
Less Details
Focus on core interactions
Quick and Dirty
Early Validation
More Details
Focus on the whole
Deliberate and Refined
Concrete Ideas
Low Resolution High Resolution
3 Main Prototyping Pillars and Directions
Paper Prototyping Video Prototyping Hardware Prototyping
Paper Prototyping Screen Interactions
Paper-prototyping
Paper prototyping is a widely used method in the user-centered design process a process that helps developers to create productsscreen based applications that meets the users expectations and needs It is throwaway prototyping and involves creating rough even hand sketched drawings of an interface to use as prototypes or models of a design
What is it
Paper prototyping started in the mid 1980s and then became popular in the mid 1990s when companies such as IBM Honeywell Microsoft and others started using the technique in developing their products
History
Paper prototype of a typical form-filling screen Paper prototype of a tabs-based design
Typical set-up of the usability laboratory for a test session with a paper prototype
User test of a low-fidelity paper prototype of a website
photo credits copy NN Group
User test of a high-fidelity paper prototype of a homepageUser test of a paper prototype of a device-based interaction
Testing hardware user interfaces mockup of a kiosk
photo credits copy NN Group
httpwwwbalsamiqcomproductsmockups
Choosing The Right Camera
Video-prototypingImage Source CIID
wwwciiddk 11042008Intro
ldquoActing outrdquo a Service
wwwciiddk 11042008Intro
Quick Kiosk Mock-up
high resolution low fidelity (rotterdam hospital)
videocopy CIID Simona Maschi
low resolution high fidelity (crossing on demand)
The Smoke amp Mirror Approach
imagecopy CIID
copy Alexander Wiethoff 2014
Prototyping services -is different from prototyping products since services donlsquot come alive until someone is using them -involves creating scenarios based on the service moments and acting them out physically
copy Alexander Wiethoff 2014
Fran Samalionis -is the service design lead at IDEO -MA in ergonomics from UCL
httpwwwdesigninginteractionscominterviewsFranSamalionis source [3]
copy Alexander Wiethoff 2014
copy Alexander Wiethoff 2014
Research Analysis Concepts Prototypes
Validate Concepts
copy Alexander Wiethoff 2014
IDEO | observation
traditionalmarket
research
empathicresearch
subjects truth inspiration
()
source [4]
copy Alexander Wiethoff 2014
source [3]
copy Alexander Wiethoff 2014
source [3]
copy Alexander Wiethoff 2014
Research Analysis Concepts Prototypes
Validate Concepts
copy Alexander Wiethoff 2014
short term view
Pathfinder Dreamer
Onlooker Organizer
long term view
low engagement high engagement
source [3]
copy Alexander Wiethoff 2014
Research Analysis Concepts Prototypes
Validate Concepts
copy Alexander Wiethoff 2014
source [3]
copy Alexander Wiethoff 2014
Research Analysis Concepts Prototypes
Validate Concepts
Blueprints
copy Alexander Wiethoff 2014
In the British Standard for Service Design (BS 7000 -3 BS 7000 -10 BS EN ISO 9000) blueprinting is described as the mapping out of a service journey identifying the processes that constitute the service isolating possible fail points and establishing the time frame for the journey We interpret this in a much broader sense We look at it as an experience map which covers both the service elements as well as the product interactions
Definition
source [2]
copy Alexander Wiethoff 2014
What is an Experience Blueprint
An experience blueprint is a diagrammatic representation of the user journey that maps processes touch points people and support activities involved in creating the experience It helps in visualizing the correlation between the front stage (user end) and the back stage (provider end) It also helps to interconnect the tangible elements with intangible and deal with them more objectively
source [2]
copy Alexander Wiethoff 2014
History and Use
Blueprinting services was pioneered by G Lynn Shostack former VP of Citibank in the 1980rsquos as a way to plan the cost and revenue associated with operating a service Ever since it has been interpreted in many different ways and used by many leading design and management consultancies
source [2]
copy Alexander Wiethoff 2014
TimeEntry Exit
Front Stage
Back Stage
User Journey
Support Processes
User Touch points
Provider Touch points
source [2]
copy Alexander Wiethoff 2014
Touch Points
User Actions
Line of interaction
Line of visibility
Backstage activity
Line of internal interaction
Support process Stake Holders
source [2]
copy Alexander Wiethoff 2014
source [2]
copy Alexander Wiethoff 2014
Sketching a Service Blueprint
source [2]
copy Alexander Wiethoff 2014
Sketching a Stakeholder Map
source [2]
copy Alexander Wiethoff 2014
The Purpose of User Studies
Research Aims Reliability Validity and Generalizability
Research Methods and Experimental Designs
Ethical Considerations
HCI-related and practical information for your own studies
Interpretation of Data and Presentation of Results
source [3]
copy Alexander Wiethoff 2014
The Purpose of User Studies
Research Aims Reliability Validity and Generalizability
Research Methods and Experimental Designs
Ethical Considerations
HCI-related and practical information for your own studies
Interpretation of Data and Presentation of Results
source [3]
copy Alexander Wiethoff 2014
httpadaptivepathcomuploadsarchiveblogwp-contentuploads200903stspanel_service_blueprintpng
Refined Service Blueprint
60
References (Books) [1] Buxton W Sketching User Experiences Morgan Kaufmann 2007 [2] Copenhagen Institute of Interaction Design Service Design Workshop 2008 [3] Moggridge B Designing Interactions MIT Press 2006 [4] Rogers Y Preece J amp Sharp H Interaction Design Wiley amp Sons 2011 [5] Saffer D Designing for Interaction New Riders 2009
Design Services Create Experiences
wwwservicedesign-linzat
Danke Facebook fbcomServiceDesignLinzTwi1048567er sdjlnzEmail jamservicedesign-linzat
Praumlsentationen slidesharenetServiceDesignLinz
What we know What it means So what How does it work
Experience Prototypes
Key Data Collection
User Research
Data Analysis
Design Concepts
Evaluation Cycle
Prototyping as a proof of concept
photo credits copy alexander wiethoff
Prototyping as a design process
photo credits copy alexander wiethoff
Prototyping as a communication
tool
photo credits copy alexander wiethoff
For the Designer
Exploration Visualization Feasibly Inspiration Collaboration
For the End User Effectiveness Usefulness A change of viewpoint Usability Desirability
For the Producer Conviction Specification Benchmarking
Itrsquos really hard to design products by focus groups A lot of times people donrsquot know what they want until you
show it to them
Steve Jobs
Fidelity v Resolution
low resolution low fidelity
high resolution high fidelity
high resolution low fidelity
High FidelityLow Fidelity
Open Discussion
Prompting Required
Quick and Dirty
Early Validation
Sharp Opinions
Self Explanatory
Deliberate and Refined
Concrete Ideas
Less Details
Focus on core interactions
Quick and Dirty
Early Validation
More Details
Focus on the whole
Deliberate and Refined
Concrete Ideas
Low Resolution High Resolution
3 Main Prototyping Pillars and Directions
Paper Prototyping Video Prototyping Hardware Prototyping
Paper Prototyping Screen Interactions
Paper-prototyping
Paper prototyping is a widely used method in the user-centered design process a process that helps developers to create productsscreen based applications that meets the users expectations and needs It is throwaway prototyping and involves creating rough even hand sketched drawings of an interface to use as prototypes or models of a design
What is it
Paper prototyping started in the mid 1980s and then became popular in the mid 1990s when companies such as IBM Honeywell Microsoft and others started using the technique in developing their products
History
Paper prototype of a typical form-filling screen Paper prototype of a tabs-based design
Typical set-up of the usability laboratory for a test session with a paper prototype
User test of a low-fidelity paper prototype of a website
photo credits copy NN Group
User test of a high-fidelity paper prototype of a homepageUser test of a paper prototype of a device-based interaction
Testing hardware user interfaces mockup of a kiosk
photo credits copy NN Group
httpwwwbalsamiqcomproductsmockups
Choosing The Right Camera
Video-prototypingImage Source CIID
wwwciiddk 11042008Intro
ldquoActing outrdquo a Service
wwwciiddk 11042008Intro
Quick Kiosk Mock-up
high resolution low fidelity (rotterdam hospital)
videocopy CIID Simona Maschi
low resolution high fidelity (crossing on demand)
The Smoke amp Mirror Approach
imagecopy CIID
copy Alexander Wiethoff 2014
Prototyping services -is different from prototyping products since services donlsquot come alive until someone is using them -involves creating scenarios based on the service moments and acting them out physically
copy Alexander Wiethoff 2014
Fran Samalionis -is the service design lead at IDEO -MA in ergonomics from UCL
httpwwwdesigninginteractionscominterviewsFranSamalionis source [3]
copy Alexander Wiethoff 2014
copy Alexander Wiethoff 2014
Research Analysis Concepts Prototypes
Validate Concepts
copy Alexander Wiethoff 2014
IDEO | observation
traditionalmarket
research
empathicresearch
subjects truth inspiration
()
source [4]
copy Alexander Wiethoff 2014
source [3]
copy Alexander Wiethoff 2014
source [3]
copy Alexander Wiethoff 2014
Research Analysis Concepts Prototypes
Validate Concepts
copy Alexander Wiethoff 2014
short term view
Pathfinder Dreamer
Onlooker Organizer
long term view
low engagement high engagement
source [3]
copy Alexander Wiethoff 2014
Research Analysis Concepts Prototypes
Validate Concepts
copy Alexander Wiethoff 2014
source [3]
copy Alexander Wiethoff 2014
Research Analysis Concepts Prototypes
Validate Concepts
Blueprints
copy Alexander Wiethoff 2014
In the British Standard for Service Design (BS 7000 -3 BS 7000 -10 BS EN ISO 9000) blueprinting is described as the mapping out of a service journey identifying the processes that constitute the service isolating possible fail points and establishing the time frame for the journey We interpret this in a much broader sense We look at it as an experience map which covers both the service elements as well as the product interactions
Definition
source [2]
copy Alexander Wiethoff 2014
What is an Experience Blueprint
An experience blueprint is a diagrammatic representation of the user journey that maps processes touch points people and support activities involved in creating the experience It helps in visualizing the correlation between the front stage (user end) and the back stage (provider end) It also helps to interconnect the tangible elements with intangible and deal with them more objectively
source [2]
copy Alexander Wiethoff 2014
History and Use
Blueprinting services was pioneered by G Lynn Shostack former VP of Citibank in the 1980rsquos as a way to plan the cost and revenue associated with operating a service Ever since it has been interpreted in many different ways and used by many leading design and management consultancies
source [2]
copy Alexander Wiethoff 2014
TimeEntry Exit
Front Stage
Back Stage
User Journey
Support Processes
User Touch points
Provider Touch points
source [2]
copy Alexander Wiethoff 2014
Touch Points
User Actions
Line of interaction
Line of visibility
Backstage activity
Line of internal interaction
Support process Stake Holders
source [2]
copy Alexander Wiethoff 2014
source [2]
copy Alexander Wiethoff 2014
Sketching a Service Blueprint
source [2]
copy Alexander Wiethoff 2014
Sketching a Stakeholder Map
source [2]
copy Alexander Wiethoff 2014
The Purpose of User Studies
Research Aims Reliability Validity and Generalizability
Research Methods and Experimental Designs
Ethical Considerations
HCI-related and practical information for your own studies
Interpretation of Data and Presentation of Results
source [3]
copy Alexander Wiethoff 2014
The Purpose of User Studies
Research Aims Reliability Validity and Generalizability
Research Methods and Experimental Designs
Ethical Considerations
HCI-related and practical information for your own studies
Interpretation of Data and Presentation of Results
source [3]
copy Alexander Wiethoff 2014
httpadaptivepathcomuploadsarchiveblogwp-contentuploads200903stspanel_service_blueprintpng
Refined Service Blueprint
60
References (Books) [1] Buxton W Sketching User Experiences Morgan Kaufmann 2007 [2] Copenhagen Institute of Interaction Design Service Design Workshop 2008 [3] Moggridge B Designing Interactions MIT Press 2006 [4] Rogers Y Preece J amp Sharp H Interaction Design Wiley amp Sons 2011 [5] Saffer D Designing for Interaction New Riders 2009
Design Services Create Experiences
wwwservicedesign-linzat
Danke Facebook fbcomServiceDesignLinzTwi1048567er sdjlnzEmail jamservicedesign-linzat
Praumlsentationen slidesharenetServiceDesignLinz
Prototyping as a proof of concept
photo credits copy alexander wiethoff
Prototyping as a design process
photo credits copy alexander wiethoff
Prototyping as a communication
tool
photo credits copy alexander wiethoff
For the Designer
Exploration Visualization Feasibly Inspiration Collaboration
For the End User Effectiveness Usefulness A change of viewpoint Usability Desirability
For the Producer Conviction Specification Benchmarking
Itrsquos really hard to design products by focus groups A lot of times people donrsquot know what they want until you
show it to them
Steve Jobs
Fidelity v Resolution
low resolution low fidelity
high resolution high fidelity
high resolution low fidelity
High FidelityLow Fidelity
Open Discussion
Prompting Required
Quick and Dirty
Early Validation
Sharp Opinions
Self Explanatory
Deliberate and Refined
Concrete Ideas
Less Details
Focus on core interactions
Quick and Dirty
Early Validation
More Details
Focus on the whole
Deliberate and Refined
Concrete Ideas
Low Resolution High Resolution
3 Main Prototyping Pillars and Directions
Paper Prototyping Video Prototyping Hardware Prototyping
Paper Prototyping Screen Interactions
Paper-prototyping
Paper prototyping is a widely used method in the user-centered design process a process that helps developers to create productsscreen based applications that meets the users expectations and needs It is throwaway prototyping and involves creating rough even hand sketched drawings of an interface to use as prototypes or models of a design
What is it
Paper prototyping started in the mid 1980s and then became popular in the mid 1990s when companies such as IBM Honeywell Microsoft and others started using the technique in developing their products
History
Paper prototype of a typical form-filling screen Paper prototype of a tabs-based design
Typical set-up of the usability laboratory for a test session with a paper prototype
User test of a low-fidelity paper prototype of a website
photo credits copy NN Group
User test of a high-fidelity paper prototype of a homepageUser test of a paper prototype of a device-based interaction
Testing hardware user interfaces mockup of a kiosk
photo credits copy NN Group
httpwwwbalsamiqcomproductsmockups
Choosing The Right Camera
Video-prototypingImage Source CIID
wwwciiddk 11042008Intro
ldquoActing outrdquo a Service
wwwciiddk 11042008Intro
Quick Kiosk Mock-up
high resolution low fidelity (rotterdam hospital)
videocopy CIID Simona Maschi
low resolution high fidelity (crossing on demand)
The Smoke amp Mirror Approach
imagecopy CIID
copy Alexander Wiethoff 2014
Prototyping services -is different from prototyping products since services donlsquot come alive until someone is using them -involves creating scenarios based on the service moments and acting them out physically
copy Alexander Wiethoff 2014
Fran Samalionis -is the service design lead at IDEO -MA in ergonomics from UCL
httpwwwdesigninginteractionscominterviewsFranSamalionis source [3]
copy Alexander Wiethoff 2014
copy Alexander Wiethoff 2014
Research Analysis Concepts Prototypes
Validate Concepts
copy Alexander Wiethoff 2014
IDEO | observation
traditionalmarket
research
empathicresearch
subjects truth inspiration
()
source [4]
copy Alexander Wiethoff 2014
source [3]
copy Alexander Wiethoff 2014
source [3]
copy Alexander Wiethoff 2014
Research Analysis Concepts Prototypes
Validate Concepts
copy Alexander Wiethoff 2014
short term view
Pathfinder Dreamer
Onlooker Organizer
long term view
low engagement high engagement
source [3]
copy Alexander Wiethoff 2014
Research Analysis Concepts Prototypes
Validate Concepts
copy Alexander Wiethoff 2014
source [3]
copy Alexander Wiethoff 2014
Research Analysis Concepts Prototypes
Validate Concepts
Blueprints
copy Alexander Wiethoff 2014
In the British Standard for Service Design (BS 7000 -3 BS 7000 -10 BS EN ISO 9000) blueprinting is described as the mapping out of a service journey identifying the processes that constitute the service isolating possible fail points and establishing the time frame for the journey We interpret this in a much broader sense We look at it as an experience map which covers both the service elements as well as the product interactions
Definition
source [2]
copy Alexander Wiethoff 2014
What is an Experience Blueprint
An experience blueprint is a diagrammatic representation of the user journey that maps processes touch points people and support activities involved in creating the experience It helps in visualizing the correlation between the front stage (user end) and the back stage (provider end) It also helps to interconnect the tangible elements with intangible and deal with them more objectively
source [2]
copy Alexander Wiethoff 2014
History and Use
Blueprinting services was pioneered by G Lynn Shostack former VP of Citibank in the 1980rsquos as a way to plan the cost and revenue associated with operating a service Ever since it has been interpreted in many different ways and used by many leading design and management consultancies
source [2]
copy Alexander Wiethoff 2014
TimeEntry Exit
Front Stage
Back Stage
User Journey
Support Processes
User Touch points
Provider Touch points
source [2]
copy Alexander Wiethoff 2014
Touch Points
User Actions
Line of interaction
Line of visibility
Backstage activity
Line of internal interaction
Support process Stake Holders
source [2]
copy Alexander Wiethoff 2014
source [2]
copy Alexander Wiethoff 2014
Sketching a Service Blueprint
source [2]
copy Alexander Wiethoff 2014
Sketching a Stakeholder Map
source [2]
copy Alexander Wiethoff 2014
The Purpose of User Studies
Research Aims Reliability Validity and Generalizability
Research Methods and Experimental Designs
Ethical Considerations
HCI-related and practical information for your own studies
Interpretation of Data and Presentation of Results
source [3]
copy Alexander Wiethoff 2014
The Purpose of User Studies
Research Aims Reliability Validity and Generalizability
Research Methods and Experimental Designs
Ethical Considerations
HCI-related and practical information for your own studies
Interpretation of Data and Presentation of Results
source [3]
copy Alexander Wiethoff 2014
httpadaptivepathcomuploadsarchiveblogwp-contentuploads200903stspanel_service_blueprintpng
Refined Service Blueprint
60
References (Books) [1] Buxton W Sketching User Experiences Morgan Kaufmann 2007 [2] Copenhagen Institute of Interaction Design Service Design Workshop 2008 [3] Moggridge B Designing Interactions MIT Press 2006 [4] Rogers Y Preece J amp Sharp H Interaction Design Wiley amp Sons 2011 [5] Saffer D Designing for Interaction New Riders 2009
Design Services Create Experiences
wwwservicedesign-linzat
Danke Facebook fbcomServiceDesignLinzTwi1048567er sdjlnzEmail jamservicedesign-linzat
Praumlsentationen slidesharenetServiceDesignLinz
Prototyping as a design process
photo credits copy alexander wiethoff
Prototyping as a communication
tool
photo credits copy alexander wiethoff
For the Designer
Exploration Visualization Feasibly Inspiration Collaboration
For the End User Effectiveness Usefulness A change of viewpoint Usability Desirability
For the Producer Conviction Specification Benchmarking
Itrsquos really hard to design products by focus groups A lot of times people donrsquot know what they want until you
show it to them
Steve Jobs
Fidelity v Resolution
low resolution low fidelity
high resolution high fidelity
high resolution low fidelity
High FidelityLow Fidelity
Open Discussion
Prompting Required
Quick and Dirty
Early Validation
Sharp Opinions
Self Explanatory
Deliberate and Refined
Concrete Ideas
Less Details
Focus on core interactions
Quick and Dirty
Early Validation
More Details
Focus on the whole
Deliberate and Refined
Concrete Ideas
Low Resolution High Resolution
3 Main Prototyping Pillars and Directions
Paper Prototyping Video Prototyping Hardware Prototyping
Paper Prototyping Screen Interactions
Paper-prototyping
Paper prototyping is a widely used method in the user-centered design process a process that helps developers to create productsscreen based applications that meets the users expectations and needs It is throwaway prototyping and involves creating rough even hand sketched drawings of an interface to use as prototypes or models of a design
What is it
Paper prototyping started in the mid 1980s and then became popular in the mid 1990s when companies such as IBM Honeywell Microsoft and others started using the technique in developing their products
History
Paper prototype of a typical form-filling screen Paper prototype of a tabs-based design
Typical set-up of the usability laboratory for a test session with a paper prototype
User test of a low-fidelity paper prototype of a website
photo credits copy NN Group
User test of a high-fidelity paper prototype of a homepageUser test of a paper prototype of a device-based interaction
Testing hardware user interfaces mockup of a kiosk
photo credits copy NN Group
httpwwwbalsamiqcomproductsmockups
Choosing The Right Camera
Video-prototypingImage Source CIID
wwwciiddk 11042008Intro
ldquoActing outrdquo a Service
wwwciiddk 11042008Intro
Quick Kiosk Mock-up
high resolution low fidelity (rotterdam hospital)
videocopy CIID Simona Maschi
low resolution high fidelity (crossing on demand)
The Smoke amp Mirror Approach
imagecopy CIID
copy Alexander Wiethoff 2014
Prototyping services -is different from prototyping products since services donlsquot come alive until someone is using them -involves creating scenarios based on the service moments and acting them out physically
copy Alexander Wiethoff 2014
Fran Samalionis -is the service design lead at IDEO -MA in ergonomics from UCL
httpwwwdesigninginteractionscominterviewsFranSamalionis source [3]
copy Alexander Wiethoff 2014
copy Alexander Wiethoff 2014
Research Analysis Concepts Prototypes
Validate Concepts
copy Alexander Wiethoff 2014
IDEO | observation
traditionalmarket
research
empathicresearch
subjects truth inspiration
()
source [4]
copy Alexander Wiethoff 2014
source [3]
copy Alexander Wiethoff 2014
source [3]
copy Alexander Wiethoff 2014
Research Analysis Concepts Prototypes
Validate Concepts
copy Alexander Wiethoff 2014
short term view
Pathfinder Dreamer
Onlooker Organizer
long term view
low engagement high engagement
source [3]
copy Alexander Wiethoff 2014
Research Analysis Concepts Prototypes
Validate Concepts
copy Alexander Wiethoff 2014
source [3]
copy Alexander Wiethoff 2014
Research Analysis Concepts Prototypes
Validate Concepts
Blueprints
copy Alexander Wiethoff 2014
In the British Standard for Service Design (BS 7000 -3 BS 7000 -10 BS EN ISO 9000) blueprinting is described as the mapping out of a service journey identifying the processes that constitute the service isolating possible fail points and establishing the time frame for the journey We interpret this in a much broader sense We look at it as an experience map which covers both the service elements as well as the product interactions
Definition
source [2]
copy Alexander Wiethoff 2014
What is an Experience Blueprint
An experience blueprint is a diagrammatic representation of the user journey that maps processes touch points people and support activities involved in creating the experience It helps in visualizing the correlation between the front stage (user end) and the back stage (provider end) It also helps to interconnect the tangible elements with intangible and deal with them more objectively
source [2]
copy Alexander Wiethoff 2014
History and Use
Blueprinting services was pioneered by G Lynn Shostack former VP of Citibank in the 1980rsquos as a way to plan the cost and revenue associated with operating a service Ever since it has been interpreted in many different ways and used by many leading design and management consultancies
source [2]
copy Alexander Wiethoff 2014
TimeEntry Exit
Front Stage
Back Stage
User Journey
Support Processes
User Touch points
Provider Touch points
source [2]
copy Alexander Wiethoff 2014
Touch Points
User Actions
Line of interaction
Line of visibility
Backstage activity
Line of internal interaction
Support process Stake Holders
source [2]
copy Alexander Wiethoff 2014
source [2]
copy Alexander Wiethoff 2014
Sketching a Service Blueprint
source [2]
copy Alexander Wiethoff 2014
Sketching a Stakeholder Map
source [2]
copy Alexander Wiethoff 2014
The Purpose of User Studies
Research Aims Reliability Validity and Generalizability
Research Methods and Experimental Designs
Ethical Considerations
HCI-related and practical information for your own studies
Interpretation of Data and Presentation of Results
source [3]
copy Alexander Wiethoff 2014
The Purpose of User Studies
Research Aims Reliability Validity and Generalizability
Research Methods and Experimental Designs
Ethical Considerations
HCI-related and practical information for your own studies
Interpretation of Data and Presentation of Results
source [3]
copy Alexander Wiethoff 2014
httpadaptivepathcomuploadsarchiveblogwp-contentuploads200903stspanel_service_blueprintpng
Refined Service Blueprint
60
References (Books) [1] Buxton W Sketching User Experiences Morgan Kaufmann 2007 [2] Copenhagen Institute of Interaction Design Service Design Workshop 2008 [3] Moggridge B Designing Interactions MIT Press 2006 [4] Rogers Y Preece J amp Sharp H Interaction Design Wiley amp Sons 2011 [5] Saffer D Designing for Interaction New Riders 2009
Design Services Create Experiences
wwwservicedesign-linzat
Danke Facebook fbcomServiceDesignLinzTwi1048567er sdjlnzEmail jamservicedesign-linzat
Praumlsentationen slidesharenetServiceDesignLinz
Prototyping as a communication
tool
photo credits copy alexander wiethoff
For the Designer
Exploration Visualization Feasibly Inspiration Collaboration
For the End User Effectiveness Usefulness A change of viewpoint Usability Desirability
For the Producer Conviction Specification Benchmarking
Itrsquos really hard to design products by focus groups A lot of times people donrsquot know what they want until you
show it to them
Steve Jobs
Fidelity v Resolution
low resolution low fidelity
high resolution high fidelity
high resolution low fidelity
High FidelityLow Fidelity
Open Discussion
Prompting Required
Quick and Dirty
Early Validation
Sharp Opinions
Self Explanatory
Deliberate and Refined
Concrete Ideas
Less Details
Focus on core interactions
Quick and Dirty
Early Validation
More Details
Focus on the whole
Deliberate and Refined
Concrete Ideas
Low Resolution High Resolution
3 Main Prototyping Pillars and Directions
Paper Prototyping Video Prototyping Hardware Prototyping
Paper Prototyping Screen Interactions
Paper-prototyping
Paper prototyping is a widely used method in the user-centered design process a process that helps developers to create productsscreen based applications that meets the users expectations and needs It is throwaway prototyping and involves creating rough even hand sketched drawings of an interface to use as prototypes or models of a design
What is it
Paper prototyping started in the mid 1980s and then became popular in the mid 1990s when companies such as IBM Honeywell Microsoft and others started using the technique in developing their products
History
Paper prototype of a typical form-filling screen Paper prototype of a tabs-based design
Typical set-up of the usability laboratory for a test session with a paper prototype
User test of a low-fidelity paper prototype of a website
photo credits copy NN Group
User test of a high-fidelity paper prototype of a homepageUser test of a paper prototype of a device-based interaction
Testing hardware user interfaces mockup of a kiosk
photo credits copy NN Group
httpwwwbalsamiqcomproductsmockups
Choosing The Right Camera
Video-prototypingImage Source CIID
wwwciiddk 11042008Intro
ldquoActing outrdquo a Service
wwwciiddk 11042008Intro
Quick Kiosk Mock-up
high resolution low fidelity (rotterdam hospital)
videocopy CIID Simona Maschi
low resolution high fidelity (crossing on demand)
The Smoke amp Mirror Approach
imagecopy CIID
copy Alexander Wiethoff 2014
Prototyping services -is different from prototyping products since services donlsquot come alive until someone is using them -involves creating scenarios based on the service moments and acting them out physically
copy Alexander Wiethoff 2014
Fran Samalionis -is the service design lead at IDEO -MA in ergonomics from UCL
httpwwwdesigninginteractionscominterviewsFranSamalionis source [3]
copy Alexander Wiethoff 2014
copy Alexander Wiethoff 2014
Research Analysis Concepts Prototypes
Validate Concepts
copy Alexander Wiethoff 2014
IDEO | observation
traditionalmarket
research
empathicresearch
subjects truth inspiration
()
source [4]
copy Alexander Wiethoff 2014
source [3]
copy Alexander Wiethoff 2014
source [3]
copy Alexander Wiethoff 2014
Research Analysis Concepts Prototypes
Validate Concepts
copy Alexander Wiethoff 2014
short term view
Pathfinder Dreamer
Onlooker Organizer
long term view
low engagement high engagement
source [3]
copy Alexander Wiethoff 2014
Research Analysis Concepts Prototypes
Validate Concepts
copy Alexander Wiethoff 2014
source [3]
copy Alexander Wiethoff 2014
Research Analysis Concepts Prototypes
Validate Concepts
Blueprints
copy Alexander Wiethoff 2014
In the British Standard for Service Design (BS 7000 -3 BS 7000 -10 BS EN ISO 9000) blueprinting is described as the mapping out of a service journey identifying the processes that constitute the service isolating possible fail points and establishing the time frame for the journey We interpret this in a much broader sense We look at it as an experience map which covers both the service elements as well as the product interactions
Definition
source [2]
copy Alexander Wiethoff 2014
What is an Experience Blueprint
An experience blueprint is a diagrammatic representation of the user journey that maps processes touch points people and support activities involved in creating the experience It helps in visualizing the correlation between the front stage (user end) and the back stage (provider end) It also helps to interconnect the tangible elements with intangible and deal with them more objectively
source [2]
copy Alexander Wiethoff 2014
History and Use
Blueprinting services was pioneered by G Lynn Shostack former VP of Citibank in the 1980rsquos as a way to plan the cost and revenue associated with operating a service Ever since it has been interpreted in many different ways and used by many leading design and management consultancies
source [2]
copy Alexander Wiethoff 2014
TimeEntry Exit
Front Stage
Back Stage
User Journey
Support Processes
User Touch points
Provider Touch points
source [2]
copy Alexander Wiethoff 2014
Touch Points
User Actions
Line of interaction
Line of visibility
Backstage activity
Line of internal interaction
Support process Stake Holders
source [2]
copy Alexander Wiethoff 2014
source [2]
copy Alexander Wiethoff 2014
Sketching a Service Blueprint
source [2]
copy Alexander Wiethoff 2014
Sketching a Stakeholder Map
source [2]
copy Alexander Wiethoff 2014
The Purpose of User Studies
Research Aims Reliability Validity and Generalizability
Research Methods and Experimental Designs
Ethical Considerations
HCI-related and practical information for your own studies
Interpretation of Data and Presentation of Results
source [3]
copy Alexander Wiethoff 2014
The Purpose of User Studies
Research Aims Reliability Validity and Generalizability
Research Methods and Experimental Designs
Ethical Considerations
HCI-related and practical information for your own studies
Interpretation of Data and Presentation of Results
source [3]
copy Alexander Wiethoff 2014
httpadaptivepathcomuploadsarchiveblogwp-contentuploads200903stspanel_service_blueprintpng
Refined Service Blueprint
60
References (Books) [1] Buxton W Sketching User Experiences Morgan Kaufmann 2007 [2] Copenhagen Institute of Interaction Design Service Design Workshop 2008 [3] Moggridge B Designing Interactions MIT Press 2006 [4] Rogers Y Preece J amp Sharp H Interaction Design Wiley amp Sons 2011 [5] Saffer D Designing for Interaction New Riders 2009
Design Services Create Experiences
wwwservicedesign-linzat
Danke Facebook fbcomServiceDesignLinzTwi1048567er sdjlnzEmail jamservicedesign-linzat
Praumlsentationen slidesharenetServiceDesignLinz
For the Designer
Exploration Visualization Feasibly Inspiration Collaboration
For the End User Effectiveness Usefulness A change of viewpoint Usability Desirability
For the Producer Conviction Specification Benchmarking
Itrsquos really hard to design products by focus groups A lot of times people donrsquot know what they want until you
show it to them
Steve Jobs
Fidelity v Resolution
low resolution low fidelity
high resolution high fidelity
high resolution low fidelity
High FidelityLow Fidelity
Open Discussion
Prompting Required
Quick and Dirty
Early Validation
Sharp Opinions
Self Explanatory
Deliberate and Refined
Concrete Ideas
Less Details
Focus on core interactions
Quick and Dirty
Early Validation
More Details
Focus on the whole
Deliberate and Refined
Concrete Ideas
Low Resolution High Resolution
3 Main Prototyping Pillars and Directions
Paper Prototyping Video Prototyping Hardware Prototyping
Paper Prototyping Screen Interactions
Paper-prototyping
Paper prototyping is a widely used method in the user-centered design process a process that helps developers to create productsscreen based applications that meets the users expectations and needs It is throwaway prototyping and involves creating rough even hand sketched drawings of an interface to use as prototypes or models of a design
What is it
Paper prototyping started in the mid 1980s and then became popular in the mid 1990s when companies such as IBM Honeywell Microsoft and others started using the technique in developing their products
History
Paper prototype of a typical form-filling screen Paper prototype of a tabs-based design
Typical set-up of the usability laboratory for a test session with a paper prototype
User test of a low-fidelity paper prototype of a website
photo credits copy NN Group
User test of a high-fidelity paper prototype of a homepageUser test of a paper prototype of a device-based interaction
Testing hardware user interfaces mockup of a kiosk
photo credits copy NN Group
httpwwwbalsamiqcomproductsmockups
Choosing The Right Camera
Video-prototypingImage Source CIID
wwwciiddk 11042008Intro
ldquoActing outrdquo a Service
wwwciiddk 11042008Intro
Quick Kiosk Mock-up
high resolution low fidelity (rotterdam hospital)
videocopy CIID Simona Maschi
low resolution high fidelity (crossing on demand)
The Smoke amp Mirror Approach
imagecopy CIID
copy Alexander Wiethoff 2014
Prototyping services -is different from prototyping products since services donlsquot come alive until someone is using them -involves creating scenarios based on the service moments and acting them out physically
copy Alexander Wiethoff 2014
Fran Samalionis -is the service design lead at IDEO -MA in ergonomics from UCL
httpwwwdesigninginteractionscominterviewsFranSamalionis source [3]
copy Alexander Wiethoff 2014
copy Alexander Wiethoff 2014
Research Analysis Concepts Prototypes
Validate Concepts
copy Alexander Wiethoff 2014
IDEO | observation
traditionalmarket
research
empathicresearch
subjects truth inspiration
()
source [4]
copy Alexander Wiethoff 2014
source [3]
copy Alexander Wiethoff 2014
source [3]
copy Alexander Wiethoff 2014
Research Analysis Concepts Prototypes
Validate Concepts
copy Alexander Wiethoff 2014
short term view
Pathfinder Dreamer
Onlooker Organizer
long term view
low engagement high engagement
source [3]
copy Alexander Wiethoff 2014
Research Analysis Concepts Prototypes
Validate Concepts
copy Alexander Wiethoff 2014
source [3]
copy Alexander Wiethoff 2014
Research Analysis Concepts Prototypes
Validate Concepts
Blueprints
copy Alexander Wiethoff 2014
In the British Standard for Service Design (BS 7000 -3 BS 7000 -10 BS EN ISO 9000) blueprinting is described as the mapping out of a service journey identifying the processes that constitute the service isolating possible fail points and establishing the time frame for the journey We interpret this in a much broader sense We look at it as an experience map which covers both the service elements as well as the product interactions
Definition
source [2]
copy Alexander Wiethoff 2014
What is an Experience Blueprint
An experience blueprint is a diagrammatic representation of the user journey that maps processes touch points people and support activities involved in creating the experience It helps in visualizing the correlation between the front stage (user end) and the back stage (provider end) It also helps to interconnect the tangible elements with intangible and deal with them more objectively
source [2]
copy Alexander Wiethoff 2014
History and Use
Blueprinting services was pioneered by G Lynn Shostack former VP of Citibank in the 1980rsquos as a way to plan the cost and revenue associated with operating a service Ever since it has been interpreted in many different ways and used by many leading design and management consultancies
source [2]
copy Alexander Wiethoff 2014
TimeEntry Exit
Front Stage
Back Stage
User Journey
Support Processes
User Touch points
Provider Touch points
source [2]
copy Alexander Wiethoff 2014
Touch Points
User Actions
Line of interaction
Line of visibility
Backstage activity
Line of internal interaction
Support process Stake Holders
source [2]
copy Alexander Wiethoff 2014
source [2]
copy Alexander Wiethoff 2014
Sketching a Service Blueprint
source [2]
copy Alexander Wiethoff 2014
Sketching a Stakeholder Map
source [2]
copy Alexander Wiethoff 2014
The Purpose of User Studies
Research Aims Reliability Validity and Generalizability
Research Methods and Experimental Designs
Ethical Considerations
HCI-related and practical information for your own studies
Interpretation of Data and Presentation of Results
source [3]
copy Alexander Wiethoff 2014
The Purpose of User Studies
Research Aims Reliability Validity and Generalizability
Research Methods and Experimental Designs
Ethical Considerations
HCI-related and practical information for your own studies
Interpretation of Data and Presentation of Results
source [3]
copy Alexander Wiethoff 2014
httpadaptivepathcomuploadsarchiveblogwp-contentuploads200903stspanel_service_blueprintpng
Refined Service Blueprint
60
References (Books) [1] Buxton W Sketching User Experiences Morgan Kaufmann 2007 [2] Copenhagen Institute of Interaction Design Service Design Workshop 2008 [3] Moggridge B Designing Interactions MIT Press 2006 [4] Rogers Y Preece J amp Sharp H Interaction Design Wiley amp Sons 2011 [5] Saffer D Designing for Interaction New Riders 2009
Design Services Create Experiences
wwwservicedesign-linzat
Danke Facebook fbcomServiceDesignLinzTwi1048567er sdjlnzEmail jamservicedesign-linzat
Praumlsentationen slidesharenetServiceDesignLinz
Itrsquos really hard to design products by focus groups A lot of times people donrsquot know what they want until you
show it to them
Steve Jobs
Fidelity v Resolution
low resolution low fidelity
high resolution high fidelity
high resolution low fidelity
High FidelityLow Fidelity
Open Discussion
Prompting Required
Quick and Dirty
Early Validation
Sharp Opinions
Self Explanatory
Deliberate and Refined
Concrete Ideas
Less Details
Focus on core interactions
Quick and Dirty
Early Validation
More Details
Focus on the whole
Deliberate and Refined
Concrete Ideas
Low Resolution High Resolution
3 Main Prototyping Pillars and Directions
Paper Prototyping Video Prototyping Hardware Prototyping
Paper Prototyping Screen Interactions
Paper-prototyping
Paper prototyping is a widely used method in the user-centered design process a process that helps developers to create productsscreen based applications that meets the users expectations and needs It is throwaway prototyping and involves creating rough even hand sketched drawings of an interface to use as prototypes or models of a design
What is it
Paper prototyping started in the mid 1980s and then became popular in the mid 1990s when companies such as IBM Honeywell Microsoft and others started using the technique in developing their products
History
Paper prototype of a typical form-filling screen Paper prototype of a tabs-based design
Typical set-up of the usability laboratory for a test session with a paper prototype
User test of a low-fidelity paper prototype of a website
photo credits copy NN Group
User test of a high-fidelity paper prototype of a homepageUser test of a paper prototype of a device-based interaction
Testing hardware user interfaces mockup of a kiosk
photo credits copy NN Group
httpwwwbalsamiqcomproductsmockups
Choosing The Right Camera
Video-prototypingImage Source CIID
wwwciiddk 11042008Intro
ldquoActing outrdquo a Service
wwwciiddk 11042008Intro
Quick Kiosk Mock-up
high resolution low fidelity (rotterdam hospital)
videocopy CIID Simona Maschi
low resolution high fidelity (crossing on demand)
The Smoke amp Mirror Approach
imagecopy CIID
copy Alexander Wiethoff 2014
Prototyping services -is different from prototyping products since services donlsquot come alive until someone is using them -involves creating scenarios based on the service moments and acting them out physically
copy Alexander Wiethoff 2014
Fran Samalionis -is the service design lead at IDEO -MA in ergonomics from UCL
httpwwwdesigninginteractionscominterviewsFranSamalionis source [3]
copy Alexander Wiethoff 2014
copy Alexander Wiethoff 2014
Research Analysis Concepts Prototypes
Validate Concepts
copy Alexander Wiethoff 2014
IDEO | observation
traditionalmarket
research
empathicresearch
subjects truth inspiration
()
source [4]
copy Alexander Wiethoff 2014
source [3]
copy Alexander Wiethoff 2014
source [3]
copy Alexander Wiethoff 2014
Research Analysis Concepts Prototypes
Validate Concepts
copy Alexander Wiethoff 2014
short term view
Pathfinder Dreamer
Onlooker Organizer
long term view
low engagement high engagement
source [3]
copy Alexander Wiethoff 2014
Research Analysis Concepts Prototypes
Validate Concepts
copy Alexander Wiethoff 2014
source [3]
copy Alexander Wiethoff 2014
Research Analysis Concepts Prototypes
Validate Concepts
Blueprints
copy Alexander Wiethoff 2014
In the British Standard for Service Design (BS 7000 -3 BS 7000 -10 BS EN ISO 9000) blueprinting is described as the mapping out of a service journey identifying the processes that constitute the service isolating possible fail points and establishing the time frame for the journey We interpret this in a much broader sense We look at it as an experience map which covers both the service elements as well as the product interactions
Definition
source [2]
copy Alexander Wiethoff 2014
What is an Experience Blueprint
An experience blueprint is a diagrammatic representation of the user journey that maps processes touch points people and support activities involved in creating the experience It helps in visualizing the correlation between the front stage (user end) and the back stage (provider end) It also helps to interconnect the tangible elements with intangible and deal with them more objectively
source [2]
copy Alexander Wiethoff 2014
History and Use
Blueprinting services was pioneered by G Lynn Shostack former VP of Citibank in the 1980rsquos as a way to plan the cost and revenue associated with operating a service Ever since it has been interpreted in many different ways and used by many leading design and management consultancies
source [2]
copy Alexander Wiethoff 2014
TimeEntry Exit
Front Stage
Back Stage
User Journey
Support Processes
User Touch points
Provider Touch points
source [2]
copy Alexander Wiethoff 2014
Touch Points
User Actions
Line of interaction
Line of visibility
Backstage activity
Line of internal interaction
Support process Stake Holders
source [2]
copy Alexander Wiethoff 2014
source [2]
copy Alexander Wiethoff 2014
Sketching a Service Blueprint
source [2]
copy Alexander Wiethoff 2014
Sketching a Stakeholder Map
source [2]
copy Alexander Wiethoff 2014
The Purpose of User Studies
Research Aims Reliability Validity and Generalizability
Research Methods and Experimental Designs
Ethical Considerations
HCI-related and practical information for your own studies
Interpretation of Data and Presentation of Results
source [3]
copy Alexander Wiethoff 2014
The Purpose of User Studies
Research Aims Reliability Validity and Generalizability
Research Methods and Experimental Designs
Ethical Considerations
HCI-related and practical information for your own studies
Interpretation of Data and Presentation of Results
source [3]
copy Alexander Wiethoff 2014
httpadaptivepathcomuploadsarchiveblogwp-contentuploads200903stspanel_service_blueprintpng
Refined Service Blueprint
60
References (Books) [1] Buxton W Sketching User Experiences Morgan Kaufmann 2007 [2] Copenhagen Institute of Interaction Design Service Design Workshop 2008 [3] Moggridge B Designing Interactions MIT Press 2006 [4] Rogers Y Preece J amp Sharp H Interaction Design Wiley amp Sons 2011 [5] Saffer D Designing for Interaction New Riders 2009
Design Services Create Experiences
wwwservicedesign-linzat
Danke Facebook fbcomServiceDesignLinzTwi1048567er sdjlnzEmail jamservicedesign-linzat
Praumlsentationen slidesharenetServiceDesignLinz
Fidelity v Resolution
low resolution low fidelity
high resolution high fidelity
high resolution low fidelity
High FidelityLow Fidelity
Open Discussion
Prompting Required
Quick and Dirty
Early Validation
Sharp Opinions
Self Explanatory
Deliberate and Refined
Concrete Ideas
Less Details
Focus on core interactions
Quick and Dirty
Early Validation
More Details
Focus on the whole
Deliberate and Refined
Concrete Ideas
Low Resolution High Resolution
3 Main Prototyping Pillars and Directions
Paper Prototyping Video Prototyping Hardware Prototyping
Paper Prototyping Screen Interactions
Paper-prototyping
Paper prototyping is a widely used method in the user-centered design process a process that helps developers to create productsscreen based applications that meets the users expectations and needs It is throwaway prototyping and involves creating rough even hand sketched drawings of an interface to use as prototypes or models of a design
What is it
Paper prototyping started in the mid 1980s and then became popular in the mid 1990s when companies such as IBM Honeywell Microsoft and others started using the technique in developing their products
History
Paper prototype of a typical form-filling screen Paper prototype of a tabs-based design
Typical set-up of the usability laboratory for a test session with a paper prototype
User test of a low-fidelity paper prototype of a website
photo credits copy NN Group
User test of a high-fidelity paper prototype of a homepageUser test of a paper prototype of a device-based interaction
Testing hardware user interfaces mockup of a kiosk
photo credits copy NN Group
httpwwwbalsamiqcomproductsmockups
Choosing The Right Camera
Video-prototypingImage Source CIID
wwwciiddk 11042008Intro
ldquoActing outrdquo a Service
wwwciiddk 11042008Intro
Quick Kiosk Mock-up
high resolution low fidelity (rotterdam hospital)
videocopy CIID Simona Maschi
low resolution high fidelity (crossing on demand)
The Smoke amp Mirror Approach
imagecopy CIID
copy Alexander Wiethoff 2014
Prototyping services -is different from prototyping products since services donlsquot come alive until someone is using them -involves creating scenarios based on the service moments and acting them out physically
copy Alexander Wiethoff 2014
Fran Samalionis -is the service design lead at IDEO -MA in ergonomics from UCL
httpwwwdesigninginteractionscominterviewsFranSamalionis source [3]
copy Alexander Wiethoff 2014
copy Alexander Wiethoff 2014
Research Analysis Concepts Prototypes
Validate Concepts
copy Alexander Wiethoff 2014
IDEO | observation
traditionalmarket
research
empathicresearch
subjects truth inspiration
()
source [4]
copy Alexander Wiethoff 2014
source [3]
copy Alexander Wiethoff 2014
source [3]
copy Alexander Wiethoff 2014
Research Analysis Concepts Prototypes
Validate Concepts
copy Alexander Wiethoff 2014
short term view
Pathfinder Dreamer
Onlooker Organizer
long term view
low engagement high engagement
source [3]
copy Alexander Wiethoff 2014
Research Analysis Concepts Prototypes
Validate Concepts
copy Alexander Wiethoff 2014
source [3]
copy Alexander Wiethoff 2014
Research Analysis Concepts Prototypes
Validate Concepts
Blueprints
copy Alexander Wiethoff 2014
In the British Standard for Service Design (BS 7000 -3 BS 7000 -10 BS EN ISO 9000) blueprinting is described as the mapping out of a service journey identifying the processes that constitute the service isolating possible fail points and establishing the time frame for the journey We interpret this in a much broader sense We look at it as an experience map which covers both the service elements as well as the product interactions
Definition
source [2]
copy Alexander Wiethoff 2014
What is an Experience Blueprint
An experience blueprint is a diagrammatic representation of the user journey that maps processes touch points people and support activities involved in creating the experience It helps in visualizing the correlation between the front stage (user end) and the back stage (provider end) It also helps to interconnect the tangible elements with intangible and deal with them more objectively
source [2]
copy Alexander Wiethoff 2014
History and Use
Blueprinting services was pioneered by G Lynn Shostack former VP of Citibank in the 1980rsquos as a way to plan the cost and revenue associated with operating a service Ever since it has been interpreted in many different ways and used by many leading design and management consultancies
source [2]
copy Alexander Wiethoff 2014
TimeEntry Exit
Front Stage
Back Stage
User Journey
Support Processes
User Touch points
Provider Touch points
source [2]
copy Alexander Wiethoff 2014
Touch Points
User Actions
Line of interaction
Line of visibility
Backstage activity
Line of internal interaction
Support process Stake Holders
source [2]
copy Alexander Wiethoff 2014
source [2]
copy Alexander Wiethoff 2014
Sketching a Service Blueprint
source [2]
copy Alexander Wiethoff 2014
Sketching a Stakeholder Map
source [2]
copy Alexander Wiethoff 2014
The Purpose of User Studies
Research Aims Reliability Validity and Generalizability
Research Methods and Experimental Designs
Ethical Considerations
HCI-related and practical information for your own studies
Interpretation of Data and Presentation of Results
source [3]
copy Alexander Wiethoff 2014
The Purpose of User Studies
Research Aims Reliability Validity and Generalizability
Research Methods and Experimental Designs
Ethical Considerations
HCI-related and practical information for your own studies
Interpretation of Data and Presentation of Results
source [3]
copy Alexander Wiethoff 2014
httpadaptivepathcomuploadsarchiveblogwp-contentuploads200903stspanel_service_blueprintpng
Refined Service Blueprint
60
References (Books) [1] Buxton W Sketching User Experiences Morgan Kaufmann 2007 [2] Copenhagen Institute of Interaction Design Service Design Workshop 2008 [3] Moggridge B Designing Interactions MIT Press 2006 [4] Rogers Y Preece J amp Sharp H Interaction Design Wiley amp Sons 2011 [5] Saffer D Designing for Interaction New Riders 2009
Design Services Create Experiences
wwwservicedesign-linzat
Danke Facebook fbcomServiceDesignLinzTwi1048567er sdjlnzEmail jamservicedesign-linzat
Praumlsentationen slidesharenetServiceDesignLinz
High FidelityLow Fidelity
Open Discussion
Prompting Required
Quick and Dirty
Early Validation
Sharp Opinions
Self Explanatory
Deliberate and Refined
Concrete Ideas
Less Details
Focus on core interactions
Quick and Dirty
Early Validation
More Details
Focus on the whole
Deliberate and Refined
Concrete Ideas
Low Resolution High Resolution
3 Main Prototyping Pillars and Directions
Paper Prototyping Video Prototyping Hardware Prototyping
Paper Prototyping Screen Interactions
Paper-prototyping
Paper prototyping is a widely used method in the user-centered design process a process that helps developers to create productsscreen based applications that meets the users expectations and needs It is throwaway prototyping and involves creating rough even hand sketched drawings of an interface to use as prototypes or models of a design
What is it
Paper prototyping started in the mid 1980s and then became popular in the mid 1990s when companies such as IBM Honeywell Microsoft and others started using the technique in developing their products
History
Paper prototype of a typical form-filling screen Paper prototype of a tabs-based design
Typical set-up of the usability laboratory for a test session with a paper prototype
User test of a low-fidelity paper prototype of a website
photo credits copy NN Group
User test of a high-fidelity paper prototype of a homepageUser test of a paper prototype of a device-based interaction
Testing hardware user interfaces mockup of a kiosk
photo credits copy NN Group
httpwwwbalsamiqcomproductsmockups
Choosing The Right Camera
Video-prototypingImage Source CIID
wwwciiddk 11042008Intro
ldquoActing outrdquo a Service
wwwciiddk 11042008Intro
Quick Kiosk Mock-up
high resolution low fidelity (rotterdam hospital)
videocopy CIID Simona Maschi
low resolution high fidelity (crossing on demand)
The Smoke amp Mirror Approach
imagecopy CIID
copy Alexander Wiethoff 2014
Prototyping services -is different from prototyping products since services donlsquot come alive until someone is using them -involves creating scenarios based on the service moments and acting them out physically
copy Alexander Wiethoff 2014
Fran Samalionis -is the service design lead at IDEO -MA in ergonomics from UCL
httpwwwdesigninginteractionscominterviewsFranSamalionis source [3]
copy Alexander Wiethoff 2014
copy Alexander Wiethoff 2014
Research Analysis Concepts Prototypes
Validate Concepts
copy Alexander Wiethoff 2014
IDEO | observation
traditionalmarket
research
empathicresearch
subjects truth inspiration
()
source [4]
copy Alexander Wiethoff 2014
source [3]
copy Alexander Wiethoff 2014
source [3]
copy Alexander Wiethoff 2014
Research Analysis Concepts Prototypes
Validate Concepts
copy Alexander Wiethoff 2014
short term view
Pathfinder Dreamer
Onlooker Organizer
long term view
low engagement high engagement
source [3]
copy Alexander Wiethoff 2014
Research Analysis Concepts Prototypes
Validate Concepts
copy Alexander Wiethoff 2014
source [3]
copy Alexander Wiethoff 2014
Research Analysis Concepts Prototypes
Validate Concepts
Blueprints
copy Alexander Wiethoff 2014
In the British Standard for Service Design (BS 7000 -3 BS 7000 -10 BS EN ISO 9000) blueprinting is described as the mapping out of a service journey identifying the processes that constitute the service isolating possible fail points and establishing the time frame for the journey We interpret this in a much broader sense We look at it as an experience map which covers both the service elements as well as the product interactions
Definition
source [2]
copy Alexander Wiethoff 2014
What is an Experience Blueprint
An experience blueprint is a diagrammatic representation of the user journey that maps processes touch points people and support activities involved in creating the experience It helps in visualizing the correlation between the front stage (user end) and the back stage (provider end) It also helps to interconnect the tangible elements with intangible and deal with them more objectively
source [2]
copy Alexander Wiethoff 2014
History and Use
Blueprinting services was pioneered by G Lynn Shostack former VP of Citibank in the 1980rsquos as a way to plan the cost and revenue associated with operating a service Ever since it has been interpreted in many different ways and used by many leading design and management consultancies
source [2]
copy Alexander Wiethoff 2014
TimeEntry Exit
Front Stage
Back Stage
User Journey
Support Processes
User Touch points
Provider Touch points
source [2]
copy Alexander Wiethoff 2014
Touch Points
User Actions
Line of interaction
Line of visibility
Backstage activity
Line of internal interaction
Support process Stake Holders
source [2]
copy Alexander Wiethoff 2014
source [2]
copy Alexander Wiethoff 2014
Sketching a Service Blueprint
source [2]
copy Alexander Wiethoff 2014
Sketching a Stakeholder Map
source [2]
copy Alexander Wiethoff 2014
The Purpose of User Studies
Research Aims Reliability Validity and Generalizability
Research Methods and Experimental Designs
Ethical Considerations
HCI-related and practical information for your own studies
Interpretation of Data and Presentation of Results
source [3]
copy Alexander Wiethoff 2014
The Purpose of User Studies
Research Aims Reliability Validity and Generalizability
Research Methods and Experimental Designs
Ethical Considerations
HCI-related and practical information for your own studies
Interpretation of Data and Presentation of Results
source [3]
copy Alexander Wiethoff 2014
httpadaptivepathcomuploadsarchiveblogwp-contentuploads200903stspanel_service_blueprintpng
Refined Service Blueprint
60
References (Books) [1] Buxton W Sketching User Experiences Morgan Kaufmann 2007 [2] Copenhagen Institute of Interaction Design Service Design Workshop 2008 [3] Moggridge B Designing Interactions MIT Press 2006 [4] Rogers Y Preece J amp Sharp H Interaction Design Wiley amp Sons 2011 [5] Saffer D Designing for Interaction New Riders 2009
Design Services Create Experiences
wwwservicedesign-linzat
Danke Facebook fbcomServiceDesignLinzTwi1048567er sdjlnzEmail jamservicedesign-linzat
Praumlsentationen slidesharenetServiceDesignLinz
Less Details
Focus on core interactions
Quick and Dirty
Early Validation
More Details
Focus on the whole
Deliberate and Refined
Concrete Ideas
Low Resolution High Resolution
3 Main Prototyping Pillars and Directions
Paper Prototyping Video Prototyping Hardware Prototyping
Paper Prototyping Screen Interactions
Paper-prototyping
Paper prototyping is a widely used method in the user-centered design process a process that helps developers to create productsscreen based applications that meets the users expectations and needs It is throwaway prototyping and involves creating rough even hand sketched drawings of an interface to use as prototypes or models of a design
What is it
Paper prototyping started in the mid 1980s and then became popular in the mid 1990s when companies such as IBM Honeywell Microsoft and others started using the technique in developing their products
History
Paper prototype of a typical form-filling screen Paper prototype of a tabs-based design
Typical set-up of the usability laboratory for a test session with a paper prototype
User test of a low-fidelity paper prototype of a website
photo credits copy NN Group
User test of a high-fidelity paper prototype of a homepageUser test of a paper prototype of a device-based interaction
Testing hardware user interfaces mockup of a kiosk
photo credits copy NN Group
httpwwwbalsamiqcomproductsmockups
Choosing The Right Camera
Video-prototypingImage Source CIID
wwwciiddk 11042008Intro
ldquoActing outrdquo a Service
wwwciiddk 11042008Intro
Quick Kiosk Mock-up
high resolution low fidelity (rotterdam hospital)
videocopy CIID Simona Maschi
low resolution high fidelity (crossing on demand)
The Smoke amp Mirror Approach
imagecopy CIID
copy Alexander Wiethoff 2014
Prototyping services -is different from prototyping products since services donlsquot come alive until someone is using them -involves creating scenarios based on the service moments and acting them out physically
copy Alexander Wiethoff 2014
Fran Samalionis -is the service design lead at IDEO -MA in ergonomics from UCL
httpwwwdesigninginteractionscominterviewsFranSamalionis source [3]
copy Alexander Wiethoff 2014
copy Alexander Wiethoff 2014
Research Analysis Concepts Prototypes
Validate Concepts
copy Alexander Wiethoff 2014
IDEO | observation
traditionalmarket
research
empathicresearch
subjects truth inspiration
()
source [4]
copy Alexander Wiethoff 2014
source [3]
copy Alexander Wiethoff 2014
source [3]
copy Alexander Wiethoff 2014
Research Analysis Concepts Prototypes
Validate Concepts
copy Alexander Wiethoff 2014
short term view
Pathfinder Dreamer
Onlooker Organizer
long term view
low engagement high engagement
source [3]
copy Alexander Wiethoff 2014
Research Analysis Concepts Prototypes
Validate Concepts
copy Alexander Wiethoff 2014
source [3]
copy Alexander Wiethoff 2014
Research Analysis Concepts Prototypes
Validate Concepts
Blueprints
copy Alexander Wiethoff 2014
In the British Standard for Service Design (BS 7000 -3 BS 7000 -10 BS EN ISO 9000) blueprinting is described as the mapping out of a service journey identifying the processes that constitute the service isolating possible fail points and establishing the time frame for the journey We interpret this in a much broader sense We look at it as an experience map which covers both the service elements as well as the product interactions
Definition
source [2]
copy Alexander Wiethoff 2014
What is an Experience Blueprint
An experience blueprint is a diagrammatic representation of the user journey that maps processes touch points people and support activities involved in creating the experience It helps in visualizing the correlation between the front stage (user end) and the back stage (provider end) It also helps to interconnect the tangible elements with intangible and deal with them more objectively
source [2]
copy Alexander Wiethoff 2014
History and Use
Blueprinting services was pioneered by G Lynn Shostack former VP of Citibank in the 1980rsquos as a way to plan the cost and revenue associated with operating a service Ever since it has been interpreted in many different ways and used by many leading design and management consultancies
source [2]
copy Alexander Wiethoff 2014
TimeEntry Exit
Front Stage
Back Stage
User Journey
Support Processes
User Touch points
Provider Touch points
source [2]
copy Alexander Wiethoff 2014
Touch Points
User Actions
Line of interaction
Line of visibility
Backstage activity
Line of internal interaction
Support process Stake Holders
source [2]
copy Alexander Wiethoff 2014
source [2]
copy Alexander Wiethoff 2014
Sketching a Service Blueprint
source [2]
copy Alexander Wiethoff 2014
Sketching a Stakeholder Map
source [2]
copy Alexander Wiethoff 2014
The Purpose of User Studies
Research Aims Reliability Validity and Generalizability
Research Methods and Experimental Designs
Ethical Considerations
HCI-related and practical information for your own studies
Interpretation of Data and Presentation of Results
source [3]
copy Alexander Wiethoff 2014
The Purpose of User Studies
Research Aims Reliability Validity and Generalizability
Research Methods and Experimental Designs
Ethical Considerations
HCI-related and practical information for your own studies
Interpretation of Data and Presentation of Results
source [3]
copy Alexander Wiethoff 2014
httpadaptivepathcomuploadsarchiveblogwp-contentuploads200903stspanel_service_blueprintpng
Refined Service Blueprint
60
References (Books) [1] Buxton W Sketching User Experiences Morgan Kaufmann 2007 [2] Copenhagen Institute of Interaction Design Service Design Workshop 2008 [3] Moggridge B Designing Interactions MIT Press 2006 [4] Rogers Y Preece J amp Sharp H Interaction Design Wiley amp Sons 2011 [5] Saffer D Designing for Interaction New Riders 2009
Design Services Create Experiences
wwwservicedesign-linzat
Danke Facebook fbcomServiceDesignLinzTwi1048567er sdjlnzEmail jamservicedesign-linzat
Praumlsentationen slidesharenetServiceDesignLinz
3 Main Prototyping Pillars and Directions
Paper Prototyping Video Prototyping Hardware Prototyping
Paper Prototyping Screen Interactions
Paper-prototyping
Paper prototyping is a widely used method in the user-centered design process a process that helps developers to create productsscreen based applications that meets the users expectations and needs It is throwaway prototyping and involves creating rough even hand sketched drawings of an interface to use as prototypes or models of a design
What is it
Paper prototyping started in the mid 1980s and then became popular in the mid 1990s when companies such as IBM Honeywell Microsoft and others started using the technique in developing their products
History
Paper prototype of a typical form-filling screen Paper prototype of a tabs-based design
Typical set-up of the usability laboratory for a test session with a paper prototype
User test of a low-fidelity paper prototype of a website
photo credits copy NN Group
User test of a high-fidelity paper prototype of a homepageUser test of a paper prototype of a device-based interaction
Testing hardware user interfaces mockup of a kiosk
photo credits copy NN Group
httpwwwbalsamiqcomproductsmockups
Choosing The Right Camera
Video-prototypingImage Source CIID
wwwciiddk 11042008Intro
ldquoActing outrdquo a Service
wwwciiddk 11042008Intro
Quick Kiosk Mock-up
high resolution low fidelity (rotterdam hospital)
videocopy CIID Simona Maschi
low resolution high fidelity (crossing on demand)
The Smoke amp Mirror Approach
imagecopy CIID
copy Alexander Wiethoff 2014
Prototyping services -is different from prototyping products since services donlsquot come alive until someone is using them -involves creating scenarios based on the service moments and acting them out physically
copy Alexander Wiethoff 2014
Fran Samalionis -is the service design lead at IDEO -MA in ergonomics from UCL
httpwwwdesigninginteractionscominterviewsFranSamalionis source [3]
copy Alexander Wiethoff 2014
copy Alexander Wiethoff 2014
Research Analysis Concepts Prototypes
Validate Concepts
copy Alexander Wiethoff 2014
IDEO | observation
traditionalmarket
research
empathicresearch
subjects truth inspiration
()
source [4]
copy Alexander Wiethoff 2014
source [3]
copy Alexander Wiethoff 2014
source [3]
copy Alexander Wiethoff 2014
Research Analysis Concepts Prototypes
Validate Concepts
copy Alexander Wiethoff 2014
short term view
Pathfinder Dreamer
Onlooker Organizer
long term view
low engagement high engagement
source [3]
copy Alexander Wiethoff 2014
Research Analysis Concepts Prototypes
Validate Concepts
copy Alexander Wiethoff 2014
source [3]
copy Alexander Wiethoff 2014
Research Analysis Concepts Prototypes
Validate Concepts
Blueprints
copy Alexander Wiethoff 2014
In the British Standard for Service Design (BS 7000 -3 BS 7000 -10 BS EN ISO 9000) blueprinting is described as the mapping out of a service journey identifying the processes that constitute the service isolating possible fail points and establishing the time frame for the journey We interpret this in a much broader sense We look at it as an experience map which covers both the service elements as well as the product interactions
Definition
source [2]
copy Alexander Wiethoff 2014
What is an Experience Blueprint
An experience blueprint is a diagrammatic representation of the user journey that maps processes touch points people and support activities involved in creating the experience It helps in visualizing the correlation between the front stage (user end) and the back stage (provider end) It also helps to interconnect the tangible elements with intangible and deal with them more objectively
source [2]
copy Alexander Wiethoff 2014
History and Use
Blueprinting services was pioneered by G Lynn Shostack former VP of Citibank in the 1980rsquos as a way to plan the cost and revenue associated with operating a service Ever since it has been interpreted in many different ways and used by many leading design and management consultancies
source [2]
copy Alexander Wiethoff 2014
TimeEntry Exit
Front Stage
Back Stage
User Journey
Support Processes
User Touch points
Provider Touch points
source [2]
copy Alexander Wiethoff 2014
Touch Points
User Actions
Line of interaction
Line of visibility
Backstage activity
Line of internal interaction
Support process Stake Holders
source [2]
copy Alexander Wiethoff 2014
source [2]
copy Alexander Wiethoff 2014
Sketching a Service Blueprint
source [2]
copy Alexander Wiethoff 2014
Sketching a Stakeholder Map
source [2]
copy Alexander Wiethoff 2014
The Purpose of User Studies
Research Aims Reliability Validity and Generalizability
Research Methods and Experimental Designs
Ethical Considerations
HCI-related and practical information for your own studies
Interpretation of Data and Presentation of Results
source [3]
copy Alexander Wiethoff 2014
The Purpose of User Studies
Research Aims Reliability Validity and Generalizability
Research Methods and Experimental Designs
Ethical Considerations
HCI-related and practical information for your own studies
Interpretation of Data and Presentation of Results
source [3]
copy Alexander Wiethoff 2014
httpadaptivepathcomuploadsarchiveblogwp-contentuploads200903stspanel_service_blueprintpng
Refined Service Blueprint
60
References (Books) [1] Buxton W Sketching User Experiences Morgan Kaufmann 2007 [2] Copenhagen Institute of Interaction Design Service Design Workshop 2008 [3] Moggridge B Designing Interactions MIT Press 2006 [4] Rogers Y Preece J amp Sharp H Interaction Design Wiley amp Sons 2011 [5] Saffer D Designing for Interaction New Riders 2009
Design Services Create Experiences
wwwservicedesign-linzat
Danke Facebook fbcomServiceDesignLinzTwi1048567er sdjlnzEmail jamservicedesign-linzat
Praumlsentationen slidesharenetServiceDesignLinz
Paper Prototyping Screen Interactions
Paper-prototyping
Paper prototyping is a widely used method in the user-centered design process a process that helps developers to create productsscreen based applications that meets the users expectations and needs It is throwaway prototyping and involves creating rough even hand sketched drawings of an interface to use as prototypes or models of a design
What is it
Paper prototyping started in the mid 1980s and then became popular in the mid 1990s when companies such as IBM Honeywell Microsoft and others started using the technique in developing their products
History
Paper prototype of a typical form-filling screen Paper prototype of a tabs-based design
Typical set-up of the usability laboratory for a test session with a paper prototype
User test of a low-fidelity paper prototype of a website
photo credits copy NN Group
User test of a high-fidelity paper prototype of a homepageUser test of a paper prototype of a device-based interaction
Testing hardware user interfaces mockup of a kiosk
photo credits copy NN Group
httpwwwbalsamiqcomproductsmockups
Choosing The Right Camera
Video-prototypingImage Source CIID
wwwciiddk 11042008Intro
ldquoActing outrdquo a Service
wwwciiddk 11042008Intro
Quick Kiosk Mock-up
high resolution low fidelity (rotterdam hospital)
videocopy CIID Simona Maschi
low resolution high fidelity (crossing on demand)
The Smoke amp Mirror Approach
imagecopy CIID
copy Alexander Wiethoff 2014
Prototyping services -is different from prototyping products since services donlsquot come alive until someone is using them -involves creating scenarios based on the service moments and acting them out physically
copy Alexander Wiethoff 2014
Fran Samalionis -is the service design lead at IDEO -MA in ergonomics from UCL
httpwwwdesigninginteractionscominterviewsFranSamalionis source [3]
copy Alexander Wiethoff 2014
copy Alexander Wiethoff 2014
Research Analysis Concepts Prototypes
Validate Concepts
copy Alexander Wiethoff 2014
IDEO | observation
traditionalmarket
research
empathicresearch
subjects truth inspiration
()
source [4]
copy Alexander Wiethoff 2014
source [3]
copy Alexander Wiethoff 2014
source [3]
copy Alexander Wiethoff 2014
Research Analysis Concepts Prototypes
Validate Concepts
copy Alexander Wiethoff 2014
short term view
Pathfinder Dreamer
Onlooker Organizer
long term view
low engagement high engagement
source [3]
copy Alexander Wiethoff 2014
Research Analysis Concepts Prototypes
Validate Concepts
copy Alexander Wiethoff 2014
source [3]
copy Alexander Wiethoff 2014
Research Analysis Concepts Prototypes
Validate Concepts
Blueprints
copy Alexander Wiethoff 2014
In the British Standard for Service Design (BS 7000 -3 BS 7000 -10 BS EN ISO 9000) blueprinting is described as the mapping out of a service journey identifying the processes that constitute the service isolating possible fail points and establishing the time frame for the journey We interpret this in a much broader sense We look at it as an experience map which covers both the service elements as well as the product interactions
Definition
source [2]
copy Alexander Wiethoff 2014
What is an Experience Blueprint
An experience blueprint is a diagrammatic representation of the user journey that maps processes touch points people and support activities involved in creating the experience It helps in visualizing the correlation between the front stage (user end) and the back stage (provider end) It also helps to interconnect the tangible elements with intangible and deal with them more objectively
source [2]
copy Alexander Wiethoff 2014
History and Use
Blueprinting services was pioneered by G Lynn Shostack former VP of Citibank in the 1980rsquos as a way to plan the cost and revenue associated with operating a service Ever since it has been interpreted in many different ways and used by many leading design and management consultancies
source [2]
copy Alexander Wiethoff 2014
TimeEntry Exit
Front Stage
Back Stage
User Journey
Support Processes
User Touch points
Provider Touch points
source [2]
copy Alexander Wiethoff 2014
Touch Points
User Actions
Line of interaction
Line of visibility
Backstage activity
Line of internal interaction
Support process Stake Holders
source [2]
copy Alexander Wiethoff 2014
source [2]
copy Alexander Wiethoff 2014
Sketching a Service Blueprint
source [2]
copy Alexander Wiethoff 2014
Sketching a Stakeholder Map
source [2]
copy Alexander Wiethoff 2014
The Purpose of User Studies
Research Aims Reliability Validity and Generalizability
Research Methods and Experimental Designs
Ethical Considerations
HCI-related and practical information for your own studies
Interpretation of Data and Presentation of Results
source [3]
copy Alexander Wiethoff 2014
The Purpose of User Studies
Research Aims Reliability Validity and Generalizability
Research Methods and Experimental Designs
Ethical Considerations
HCI-related and practical information for your own studies
Interpretation of Data and Presentation of Results
source [3]
copy Alexander Wiethoff 2014
httpadaptivepathcomuploadsarchiveblogwp-contentuploads200903stspanel_service_blueprintpng
Refined Service Blueprint
60
References (Books) [1] Buxton W Sketching User Experiences Morgan Kaufmann 2007 [2] Copenhagen Institute of Interaction Design Service Design Workshop 2008 [3] Moggridge B Designing Interactions MIT Press 2006 [4] Rogers Y Preece J amp Sharp H Interaction Design Wiley amp Sons 2011 [5] Saffer D Designing for Interaction New Riders 2009
Design Services Create Experiences
wwwservicedesign-linzat
Danke Facebook fbcomServiceDesignLinzTwi1048567er sdjlnzEmail jamservicedesign-linzat
Praumlsentationen slidesharenetServiceDesignLinz
Paper prototyping is a widely used method in the user-centered design process a process that helps developers to create productsscreen based applications that meets the users expectations and needs It is throwaway prototyping and involves creating rough even hand sketched drawings of an interface to use as prototypes or models of a design
What is it
Paper prototyping started in the mid 1980s and then became popular in the mid 1990s when companies such as IBM Honeywell Microsoft and others started using the technique in developing their products
History
Paper prototype of a typical form-filling screen Paper prototype of a tabs-based design
Typical set-up of the usability laboratory for a test session with a paper prototype
User test of a low-fidelity paper prototype of a website
photo credits copy NN Group
User test of a high-fidelity paper prototype of a homepageUser test of a paper prototype of a device-based interaction
Testing hardware user interfaces mockup of a kiosk
photo credits copy NN Group
httpwwwbalsamiqcomproductsmockups
Choosing The Right Camera
Video-prototypingImage Source CIID
wwwciiddk 11042008Intro
ldquoActing outrdquo a Service
wwwciiddk 11042008Intro
Quick Kiosk Mock-up
high resolution low fidelity (rotterdam hospital)
videocopy CIID Simona Maschi
low resolution high fidelity (crossing on demand)
The Smoke amp Mirror Approach
imagecopy CIID
copy Alexander Wiethoff 2014
Prototyping services -is different from prototyping products since services donlsquot come alive until someone is using them -involves creating scenarios based on the service moments and acting them out physically
copy Alexander Wiethoff 2014
Fran Samalionis -is the service design lead at IDEO -MA in ergonomics from UCL
httpwwwdesigninginteractionscominterviewsFranSamalionis source [3]
copy Alexander Wiethoff 2014
copy Alexander Wiethoff 2014
Research Analysis Concepts Prototypes
Validate Concepts
copy Alexander Wiethoff 2014
IDEO | observation
traditionalmarket
research
empathicresearch
subjects truth inspiration
()
source [4]
copy Alexander Wiethoff 2014
source [3]
copy Alexander Wiethoff 2014
source [3]
copy Alexander Wiethoff 2014
Research Analysis Concepts Prototypes
Validate Concepts
copy Alexander Wiethoff 2014
short term view
Pathfinder Dreamer
Onlooker Organizer
long term view
low engagement high engagement
source [3]
copy Alexander Wiethoff 2014
Research Analysis Concepts Prototypes
Validate Concepts
copy Alexander Wiethoff 2014
source [3]
copy Alexander Wiethoff 2014
Research Analysis Concepts Prototypes
Validate Concepts
Blueprints
copy Alexander Wiethoff 2014
In the British Standard for Service Design (BS 7000 -3 BS 7000 -10 BS EN ISO 9000) blueprinting is described as the mapping out of a service journey identifying the processes that constitute the service isolating possible fail points and establishing the time frame for the journey We interpret this in a much broader sense We look at it as an experience map which covers both the service elements as well as the product interactions
Definition
source [2]
copy Alexander Wiethoff 2014
What is an Experience Blueprint
An experience blueprint is a diagrammatic representation of the user journey that maps processes touch points people and support activities involved in creating the experience It helps in visualizing the correlation between the front stage (user end) and the back stage (provider end) It also helps to interconnect the tangible elements with intangible and deal with them more objectively
source [2]
copy Alexander Wiethoff 2014
History and Use
Blueprinting services was pioneered by G Lynn Shostack former VP of Citibank in the 1980rsquos as a way to plan the cost and revenue associated with operating a service Ever since it has been interpreted in many different ways and used by many leading design and management consultancies
source [2]
copy Alexander Wiethoff 2014
TimeEntry Exit
Front Stage
Back Stage
User Journey
Support Processes
User Touch points
Provider Touch points
source [2]
copy Alexander Wiethoff 2014
Touch Points
User Actions
Line of interaction
Line of visibility
Backstage activity
Line of internal interaction
Support process Stake Holders
source [2]
copy Alexander Wiethoff 2014
source [2]
copy Alexander Wiethoff 2014
Sketching a Service Blueprint
source [2]
copy Alexander Wiethoff 2014
Sketching a Stakeholder Map
source [2]
copy Alexander Wiethoff 2014
The Purpose of User Studies
Research Aims Reliability Validity and Generalizability
Research Methods and Experimental Designs
Ethical Considerations
HCI-related and practical information for your own studies
Interpretation of Data and Presentation of Results
source [3]
copy Alexander Wiethoff 2014
The Purpose of User Studies
Research Aims Reliability Validity and Generalizability
Research Methods and Experimental Designs
Ethical Considerations
HCI-related and practical information for your own studies
Interpretation of Data and Presentation of Results
source [3]
copy Alexander Wiethoff 2014
httpadaptivepathcomuploadsarchiveblogwp-contentuploads200903stspanel_service_blueprintpng
Refined Service Blueprint
60
References (Books) [1] Buxton W Sketching User Experiences Morgan Kaufmann 2007 [2] Copenhagen Institute of Interaction Design Service Design Workshop 2008 [3] Moggridge B Designing Interactions MIT Press 2006 [4] Rogers Y Preece J amp Sharp H Interaction Design Wiley amp Sons 2011 [5] Saffer D Designing for Interaction New Riders 2009
Design Services Create Experiences
wwwservicedesign-linzat
Danke Facebook fbcomServiceDesignLinzTwi1048567er sdjlnzEmail jamservicedesign-linzat
Praumlsentationen slidesharenetServiceDesignLinz
Paper prototyping started in the mid 1980s and then became popular in the mid 1990s when companies such as IBM Honeywell Microsoft and others started using the technique in developing their products
History
Paper prototype of a typical form-filling screen Paper prototype of a tabs-based design
Typical set-up of the usability laboratory for a test session with a paper prototype
User test of a low-fidelity paper prototype of a website
photo credits copy NN Group
User test of a high-fidelity paper prototype of a homepageUser test of a paper prototype of a device-based interaction
Testing hardware user interfaces mockup of a kiosk
photo credits copy NN Group
httpwwwbalsamiqcomproductsmockups
Choosing The Right Camera
Video-prototypingImage Source CIID
wwwciiddk 11042008Intro
ldquoActing outrdquo a Service
wwwciiddk 11042008Intro
Quick Kiosk Mock-up
high resolution low fidelity (rotterdam hospital)
videocopy CIID Simona Maschi
low resolution high fidelity (crossing on demand)
The Smoke amp Mirror Approach
imagecopy CIID
copy Alexander Wiethoff 2014
Prototyping services -is different from prototyping products since services donlsquot come alive until someone is using them -involves creating scenarios based on the service moments and acting them out physically
copy Alexander Wiethoff 2014
Fran Samalionis -is the service design lead at IDEO -MA in ergonomics from UCL
httpwwwdesigninginteractionscominterviewsFranSamalionis source [3]
copy Alexander Wiethoff 2014
copy Alexander Wiethoff 2014
Research Analysis Concepts Prototypes
Validate Concepts
copy Alexander Wiethoff 2014
IDEO | observation
traditionalmarket
research
empathicresearch
subjects truth inspiration
()
source [4]
copy Alexander Wiethoff 2014
source [3]
copy Alexander Wiethoff 2014
source [3]
copy Alexander Wiethoff 2014
Research Analysis Concepts Prototypes
Validate Concepts
copy Alexander Wiethoff 2014
short term view
Pathfinder Dreamer
Onlooker Organizer
long term view
low engagement high engagement
source [3]
copy Alexander Wiethoff 2014
Research Analysis Concepts Prototypes
Validate Concepts
copy Alexander Wiethoff 2014
source [3]
copy Alexander Wiethoff 2014
Research Analysis Concepts Prototypes
Validate Concepts
Blueprints
copy Alexander Wiethoff 2014
In the British Standard for Service Design (BS 7000 -3 BS 7000 -10 BS EN ISO 9000) blueprinting is described as the mapping out of a service journey identifying the processes that constitute the service isolating possible fail points and establishing the time frame for the journey We interpret this in a much broader sense We look at it as an experience map which covers both the service elements as well as the product interactions
Definition
source [2]
copy Alexander Wiethoff 2014
What is an Experience Blueprint
An experience blueprint is a diagrammatic representation of the user journey that maps processes touch points people and support activities involved in creating the experience It helps in visualizing the correlation between the front stage (user end) and the back stage (provider end) It also helps to interconnect the tangible elements with intangible and deal with them more objectively
source [2]
copy Alexander Wiethoff 2014
History and Use
Blueprinting services was pioneered by G Lynn Shostack former VP of Citibank in the 1980rsquos as a way to plan the cost and revenue associated with operating a service Ever since it has been interpreted in many different ways and used by many leading design and management consultancies
source [2]
copy Alexander Wiethoff 2014
TimeEntry Exit
Front Stage
Back Stage
User Journey
Support Processes
User Touch points
Provider Touch points
source [2]
copy Alexander Wiethoff 2014
Touch Points
User Actions
Line of interaction
Line of visibility
Backstage activity
Line of internal interaction
Support process Stake Holders
source [2]
copy Alexander Wiethoff 2014
source [2]
copy Alexander Wiethoff 2014
Sketching a Service Blueprint
source [2]
copy Alexander Wiethoff 2014
Sketching a Stakeholder Map
source [2]
copy Alexander Wiethoff 2014
The Purpose of User Studies
Research Aims Reliability Validity and Generalizability
Research Methods and Experimental Designs
Ethical Considerations
HCI-related and practical information for your own studies
Interpretation of Data and Presentation of Results
source [3]
copy Alexander Wiethoff 2014
The Purpose of User Studies
Research Aims Reliability Validity and Generalizability
Research Methods and Experimental Designs
Ethical Considerations
HCI-related and practical information for your own studies
Interpretation of Data and Presentation of Results
source [3]
copy Alexander Wiethoff 2014
httpadaptivepathcomuploadsarchiveblogwp-contentuploads200903stspanel_service_blueprintpng
Refined Service Blueprint
60
References (Books) [1] Buxton W Sketching User Experiences Morgan Kaufmann 2007 [2] Copenhagen Institute of Interaction Design Service Design Workshop 2008 [3] Moggridge B Designing Interactions MIT Press 2006 [4] Rogers Y Preece J amp Sharp H Interaction Design Wiley amp Sons 2011 [5] Saffer D Designing for Interaction New Riders 2009
Design Services Create Experiences
wwwservicedesign-linzat
Danke Facebook fbcomServiceDesignLinzTwi1048567er sdjlnzEmail jamservicedesign-linzat
Praumlsentationen slidesharenetServiceDesignLinz
Paper prototype of a typical form-filling screen Paper prototype of a tabs-based design
Typical set-up of the usability laboratory for a test session with a paper prototype
User test of a low-fidelity paper prototype of a website
photo credits copy NN Group
User test of a high-fidelity paper prototype of a homepageUser test of a paper prototype of a device-based interaction
Testing hardware user interfaces mockup of a kiosk
photo credits copy NN Group
httpwwwbalsamiqcomproductsmockups
Choosing The Right Camera
Video-prototypingImage Source CIID
wwwciiddk 11042008Intro
ldquoActing outrdquo a Service
wwwciiddk 11042008Intro
Quick Kiosk Mock-up
high resolution low fidelity (rotterdam hospital)
videocopy CIID Simona Maschi
low resolution high fidelity (crossing on demand)
The Smoke amp Mirror Approach
imagecopy CIID
copy Alexander Wiethoff 2014
Prototyping services -is different from prototyping products since services donlsquot come alive until someone is using them -involves creating scenarios based on the service moments and acting them out physically
copy Alexander Wiethoff 2014
Fran Samalionis -is the service design lead at IDEO -MA in ergonomics from UCL
httpwwwdesigninginteractionscominterviewsFranSamalionis source [3]
copy Alexander Wiethoff 2014
copy Alexander Wiethoff 2014
Research Analysis Concepts Prototypes
Validate Concepts
copy Alexander Wiethoff 2014
IDEO | observation
traditionalmarket
research
empathicresearch
subjects truth inspiration
()
source [4]
copy Alexander Wiethoff 2014
source [3]
copy Alexander Wiethoff 2014
source [3]
copy Alexander Wiethoff 2014
Research Analysis Concepts Prototypes
Validate Concepts
copy Alexander Wiethoff 2014
short term view
Pathfinder Dreamer
Onlooker Organizer
long term view
low engagement high engagement
source [3]
copy Alexander Wiethoff 2014
Research Analysis Concepts Prototypes
Validate Concepts
copy Alexander Wiethoff 2014
source [3]
copy Alexander Wiethoff 2014
Research Analysis Concepts Prototypes
Validate Concepts
Blueprints
copy Alexander Wiethoff 2014
In the British Standard for Service Design (BS 7000 -3 BS 7000 -10 BS EN ISO 9000) blueprinting is described as the mapping out of a service journey identifying the processes that constitute the service isolating possible fail points and establishing the time frame for the journey We interpret this in a much broader sense We look at it as an experience map which covers both the service elements as well as the product interactions
Definition
source [2]
copy Alexander Wiethoff 2014
What is an Experience Blueprint
An experience blueprint is a diagrammatic representation of the user journey that maps processes touch points people and support activities involved in creating the experience It helps in visualizing the correlation between the front stage (user end) and the back stage (provider end) It also helps to interconnect the tangible elements with intangible and deal with them more objectively
source [2]
copy Alexander Wiethoff 2014
History and Use
Blueprinting services was pioneered by G Lynn Shostack former VP of Citibank in the 1980rsquos as a way to plan the cost and revenue associated with operating a service Ever since it has been interpreted in many different ways and used by many leading design and management consultancies
source [2]
copy Alexander Wiethoff 2014
TimeEntry Exit
Front Stage
Back Stage
User Journey
Support Processes
User Touch points
Provider Touch points
source [2]
copy Alexander Wiethoff 2014
Touch Points
User Actions
Line of interaction
Line of visibility
Backstage activity
Line of internal interaction
Support process Stake Holders
source [2]
copy Alexander Wiethoff 2014
source [2]
copy Alexander Wiethoff 2014
Sketching a Service Blueprint
source [2]
copy Alexander Wiethoff 2014
Sketching a Stakeholder Map
source [2]
copy Alexander Wiethoff 2014
The Purpose of User Studies
Research Aims Reliability Validity and Generalizability
Research Methods and Experimental Designs
Ethical Considerations
HCI-related and practical information for your own studies
Interpretation of Data and Presentation of Results
source [3]
copy Alexander Wiethoff 2014
The Purpose of User Studies
Research Aims Reliability Validity and Generalizability
Research Methods and Experimental Designs
Ethical Considerations
HCI-related and practical information for your own studies
Interpretation of Data and Presentation of Results
source [3]
copy Alexander Wiethoff 2014
httpadaptivepathcomuploadsarchiveblogwp-contentuploads200903stspanel_service_blueprintpng
Refined Service Blueprint
60
References (Books) [1] Buxton W Sketching User Experiences Morgan Kaufmann 2007 [2] Copenhagen Institute of Interaction Design Service Design Workshop 2008 [3] Moggridge B Designing Interactions MIT Press 2006 [4] Rogers Y Preece J amp Sharp H Interaction Design Wiley amp Sons 2011 [5] Saffer D Designing for Interaction New Riders 2009
Design Services Create Experiences
wwwservicedesign-linzat
Danke Facebook fbcomServiceDesignLinzTwi1048567er sdjlnzEmail jamservicedesign-linzat
Praumlsentationen slidesharenetServiceDesignLinz
User test of a high-fidelity paper prototype of a homepageUser test of a paper prototype of a device-based interaction
Testing hardware user interfaces mockup of a kiosk
photo credits copy NN Group
httpwwwbalsamiqcomproductsmockups
Choosing The Right Camera
Video-prototypingImage Source CIID
wwwciiddk 11042008Intro
ldquoActing outrdquo a Service
wwwciiddk 11042008Intro
Quick Kiosk Mock-up
high resolution low fidelity (rotterdam hospital)
videocopy CIID Simona Maschi
low resolution high fidelity (crossing on demand)
The Smoke amp Mirror Approach
imagecopy CIID
copy Alexander Wiethoff 2014
Prototyping services -is different from prototyping products since services donlsquot come alive until someone is using them -involves creating scenarios based on the service moments and acting them out physically
copy Alexander Wiethoff 2014
Fran Samalionis -is the service design lead at IDEO -MA in ergonomics from UCL
httpwwwdesigninginteractionscominterviewsFranSamalionis source [3]
copy Alexander Wiethoff 2014
copy Alexander Wiethoff 2014
Research Analysis Concepts Prototypes
Validate Concepts
copy Alexander Wiethoff 2014
IDEO | observation
traditionalmarket
research
empathicresearch
subjects truth inspiration
()
source [4]
copy Alexander Wiethoff 2014
source [3]
copy Alexander Wiethoff 2014
source [3]
copy Alexander Wiethoff 2014
Research Analysis Concepts Prototypes
Validate Concepts
copy Alexander Wiethoff 2014
short term view
Pathfinder Dreamer
Onlooker Organizer
long term view
low engagement high engagement
source [3]
copy Alexander Wiethoff 2014
Research Analysis Concepts Prototypes
Validate Concepts
copy Alexander Wiethoff 2014
source [3]
copy Alexander Wiethoff 2014
Research Analysis Concepts Prototypes
Validate Concepts
Blueprints
copy Alexander Wiethoff 2014
In the British Standard for Service Design (BS 7000 -3 BS 7000 -10 BS EN ISO 9000) blueprinting is described as the mapping out of a service journey identifying the processes that constitute the service isolating possible fail points and establishing the time frame for the journey We interpret this in a much broader sense We look at it as an experience map which covers both the service elements as well as the product interactions
Definition
source [2]
copy Alexander Wiethoff 2014
What is an Experience Blueprint
An experience blueprint is a diagrammatic representation of the user journey that maps processes touch points people and support activities involved in creating the experience It helps in visualizing the correlation between the front stage (user end) and the back stage (provider end) It also helps to interconnect the tangible elements with intangible and deal with them more objectively
source [2]
copy Alexander Wiethoff 2014
History and Use
Blueprinting services was pioneered by G Lynn Shostack former VP of Citibank in the 1980rsquos as a way to plan the cost and revenue associated with operating a service Ever since it has been interpreted in many different ways and used by many leading design and management consultancies
source [2]
copy Alexander Wiethoff 2014
TimeEntry Exit
Front Stage
Back Stage
User Journey
Support Processes
User Touch points
Provider Touch points
source [2]
copy Alexander Wiethoff 2014
Touch Points
User Actions
Line of interaction
Line of visibility
Backstage activity
Line of internal interaction
Support process Stake Holders
source [2]
copy Alexander Wiethoff 2014
source [2]
copy Alexander Wiethoff 2014
Sketching a Service Blueprint
source [2]
copy Alexander Wiethoff 2014
Sketching a Stakeholder Map
source [2]
copy Alexander Wiethoff 2014
The Purpose of User Studies
Research Aims Reliability Validity and Generalizability
Research Methods and Experimental Designs
Ethical Considerations
HCI-related and practical information for your own studies
Interpretation of Data and Presentation of Results
source [3]
copy Alexander Wiethoff 2014
The Purpose of User Studies
Research Aims Reliability Validity and Generalizability
Research Methods and Experimental Designs
Ethical Considerations
HCI-related and practical information for your own studies
Interpretation of Data and Presentation of Results
source [3]
copy Alexander Wiethoff 2014
httpadaptivepathcomuploadsarchiveblogwp-contentuploads200903stspanel_service_blueprintpng
Refined Service Blueprint
60
References (Books) [1] Buxton W Sketching User Experiences Morgan Kaufmann 2007 [2] Copenhagen Institute of Interaction Design Service Design Workshop 2008 [3] Moggridge B Designing Interactions MIT Press 2006 [4] Rogers Y Preece J amp Sharp H Interaction Design Wiley amp Sons 2011 [5] Saffer D Designing for Interaction New Riders 2009
Design Services Create Experiences
wwwservicedesign-linzat
Danke Facebook fbcomServiceDesignLinzTwi1048567er sdjlnzEmail jamservicedesign-linzat
Praumlsentationen slidesharenetServiceDesignLinz
httpwwwbalsamiqcomproductsmockups
Choosing The Right Camera
Video-prototypingImage Source CIID
wwwciiddk 11042008Intro
ldquoActing outrdquo a Service
wwwciiddk 11042008Intro
Quick Kiosk Mock-up
high resolution low fidelity (rotterdam hospital)
videocopy CIID Simona Maschi
low resolution high fidelity (crossing on demand)
The Smoke amp Mirror Approach
imagecopy CIID
copy Alexander Wiethoff 2014
Prototyping services -is different from prototyping products since services donlsquot come alive until someone is using them -involves creating scenarios based on the service moments and acting them out physically
copy Alexander Wiethoff 2014
Fran Samalionis -is the service design lead at IDEO -MA in ergonomics from UCL
httpwwwdesigninginteractionscominterviewsFranSamalionis source [3]
copy Alexander Wiethoff 2014
copy Alexander Wiethoff 2014
Research Analysis Concepts Prototypes
Validate Concepts
copy Alexander Wiethoff 2014
IDEO | observation
traditionalmarket
research
empathicresearch
subjects truth inspiration
()
source [4]
copy Alexander Wiethoff 2014
source [3]
copy Alexander Wiethoff 2014
source [3]
copy Alexander Wiethoff 2014
Research Analysis Concepts Prototypes
Validate Concepts
copy Alexander Wiethoff 2014
short term view
Pathfinder Dreamer
Onlooker Organizer
long term view
low engagement high engagement
source [3]
copy Alexander Wiethoff 2014
Research Analysis Concepts Prototypes
Validate Concepts
copy Alexander Wiethoff 2014
source [3]
copy Alexander Wiethoff 2014
Research Analysis Concepts Prototypes
Validate Concepts
Blueprints
copy Alexander Wiethoff 2014
In the British Standard for Service Design (BS 7000 -3 BS 7000 -10 BS EN ISO 9000) blueprinting is described as the mapping out of a service journey identifying the processes that constitute the service isolating possible fail points and establishing the time frame for the journey We interpret this in a much broader sense We look at it as an experience map which covers both the service elements as well as the product interactions
Definition
source [2]
copy Alexander Wiethoff 2014
What is an Experience Blueprint
An experience blueprint is a diagrammatic representation of the user journey that maps processes touch points people and support activities involved in creating the experience It helps in visualizing the correlation between the front stage (user end) and the back stage (provider end) It also helps to interconnect the tangible elements with intangible and deal with them more objectively
source [2]
copy Alexander Wiethoff 2014
History and Use
Blueprinting services was pioneered by G Lynn Shostack former VP of Citibank in the 1980rsquos as a way to plan the cost and revenue associated with operating a service Ever since it has been interpreted in many different ways and used by many leading design and management consultancies
source [2]
copy Alexander Wiethoff 2014
TimeEntry Exit
Front Stage
Back Stage
User Journey
Support Processes
User Touch points
Provider Touch points
source [2]
copy Alexander Wiethoff 2014
Touch Points
User Actions
Line of interaction
Line of visibility
Backstage activity
Line of internal interaction
Support process Stake Holders
source [2]
copy Alexander Wiethoff 2014
source [2]
copy Alexander Wiethoff 2014
Sketching a Service Blueprint
source [2]
copy Alexander Wiethoff 2014
Sketching a Stakeholder Map
source [2]
copy Alexander Wiethoff 2014
The Purpose of User Studies
Research Aims Reliability Validity and Generalizability
Research Methods and Experimental Designs
Ethical Considerations
HCI-related and practical information for your own studies
Interpretation of Data and Presentation of Results
source [3]
copy Alexander Wiethoff 2014
The Purpose of User Studies
Research Aims Reliability Validity and Generalizability
Research Methods and Experimental Designs
Ethical Considerations
HCI-related and practical information for your own studies
Interpretation of Data and Presentation of Results
source [3]
copy Alexander Wiethoff 2014
httpadaptivepathcomuploadsarchiveblogwp-contentuploads200903stspanel_service_blueprintpng
Refined Service Blueprint
60
References (Books) [1] Buxton W Sketching User Experiences Morgan Kaufmann 2007 [2] Copenhagen Institute of Interaction Design Service Design Workshop 2008 [3] Moggridge B Designing Interactions MIT Press 2006 [4] Rogers Y Preece J amp Sharp H Interaction Design Wiley amp Sons 2011 [5] Saffer D Designing for Interaction New Riders 2009
Design Services Create Experiences
wwwservicedesign-linzat
Danke Facebook fbcomServiceDesignLinzTwi1048567er sdjlnzEmail jamservicedesign-linzat
Praumlsentationen slidesharenetServiceDesignLinz
Choosing The Right Camera
Video-prototypingImage Source CIID
wwwciiddk 11042008Intro
ldquoActing outrdquo a Service
wwwciiddk 11042008Intro
Quick Kiosk Mock-up
high resolution low fidelity (rotterdam hospital)
videocopy CIID Simona Maschi
low resolution high fidelity (crossing on demand)
The Smoke amp Mirror Approach
imagecopy CIID
copy Alexander Wiethoff 2014
Prototyping services -is different from prototyping products since services donlsquot come alive until someone is using them -involves creating scenarios based on the service moments and acting them out physically
copy Alexander Wiethoff 2014
Fran Samalionis -is the service design lead at IDEO -MA in ergonomics from UCL
httpwwwdesigninginteractionscominterviewsFranSamalionis source [3]
copy Alexander Wiethoff 2014
copy Alexander Wiethoff 2014
Research Analysis Concepts Prototypes
Validate Concepts
copy Alexander Wiethoff 2014
IDEO | observation
traditionalmarket
research
empathicresearch
subjects truth inspiration
()
source [4]
copy Alexander Wiethoff 2014
source [3]
copy Alexander Wiethoff 2014
source [3]
copy Alexander Wiethoff 2014
Research Analysis Concepts Prototypes
Validate Concepts
copy Alexander Wiethoff 2014
short term view
Pathfinder Dreamer
Onlooker Organizer
long term view
low engagement high engagement
source [3]
copy Alexander Wiethoff 2014
Research Analysis Concepts Prototypes
Validate Concepts
copy Alexander Wiethoff 2014
source [3]
copy Alexander Wiethoff 2014
Research Analysis Concepts Prototypes
Validate Concepts
Blueprints
copy Alexander Wiethoff 2014
In the British Standard for Service Design (BS 7000 -3 BS 7000 -10 BS EN ISO 9000) blueprinting is described as the mapping out of a service journey identifying the processes that constitute the service isolating possible fail points and establishing the time frame for the journey We interpret this in a much broader sense We look at it as an experience map which covers both the service elements as well as the product interactions
Definition
source [2]
copy Alexander Wiethoff 2014
What is an Experience Blueprint
An experience blueprint is a diagrammatic representation of the user journey that maps processes touch points people and support activities involved in creating the experience It helps in visualizing the correlation between the front stage (user end) and the back stage (provider end) It also helps to interconnect the tangible elements with intangible and deal with them more objectively
source [2]
copy Alexander Wiethoff 2014
History and Use
Blueprinting services was pioneered by G Lynn Shostack former VP of Citibank in the 1980rsquos as a way to plan the cost and revenue associated with operating a service Ever since it has been interpreted in many different ways and used by many leading design and management consultancies
source [2]
copy Alexander Wiethoff 2014
TimeEntry Exit
Front Stage
Back Stage
User Journey
Support Processes
User Touch points
Provider Touch points
source [2]
copy Alexander Wiethoff 2014
Touch Points
User Actions
Line of interaction
Line of visibility
Backstage activity
Line of internal interaction
Support process Stake Holders
source [2]
copy Alexander Wiethoff 2014
source [2]
copy Alexander Wiethoff 2014
Sketching a Service Blueprint
source [2]
copy Alexander Wiethoff 2014
Sketching a Stakeholder Map
source [2]
copy Alexander Wiethoff 2014
The Purpose of User Studies
Research Aims Reliability Validity and Generalizability
Research Methods and Experimental Designs
Ethical Considerations
HCI-related and practical information for your own studies
Interpretation of Data and Presentation of Results
source [3]
copy Alexander Wiethoff 2014
The Purpose of User Studies
Research Aims Reliability Validity and Generalizability
Research Methods and Experimental Designs
Ethical Considerations
HCI-related and practical information for your own studies
Interpretation of Data and Presentation of Results
source [3]
copy Alexander Wiethoff 2014
httpadaptivepathcomuploadsarchiveblogwp-contentuploads200903stspanel_service_blueprintpng
Refined Service Blueprint
60
References (Books) [1] Buxton W Sketching User Experiences Morgan Kaufmann 2007 [2] Copenhagen Institute of Interaction Design Service Design Workshop 2008 [3] Moggridge B Designing Interactions MIT Press 2006 [4] Rogers Y Preece J amp Sharp H Interaction Design Wiley amp Sons 2011 [5] Saffer D Designing for Interaction New Riders 2009
Design Services Create Experiences
wwwservicedesign-linzat
Danke Facebook fbcomServiceDesignLinzTwi1048567er sdjlnzEmail jamservicedesign-linzat
Praumlsentationen slidesharenetServiceDesignLinz
wwwciiddk 11042008Intro
ldquoActing outrdquo a Service
wwwciiddk 11042008Intro
Quick Kiosk Mock-up
high resolution low fidelity (rotterdam hospital)
videocopy CIID Simona Maschi
low resolution high fidelity (crossing on demand)
The Smoke amp Mirror Approach
imagecopy CIID
copy Alexander Wiethoff 2014
Prototyping services -is different from prototyping products since services donlsquot come alive until someone is using them -involves creating scenarios based on the service moments and acting them out physically
copy Alexander Wiethoff 2014
Fran Samalionis -is the service design lead at IDEO -MA in ergonomics from UCL
httpwwwdesigninginteractionscominterviewsFranSamalionis source [3]
copy Alexander Wiethoff 2014
copy Alexander Wiethoff 2014
Research Analysis Concepts Prototypes
Validate Concepts
copy Alexander Wiethoff 2014
IDEO | observation
traditionalmarket
research
empathicresearch
subjects truth inspiration
()
source [4]
copy Alexander Wiethoff 2014
source [3]
copy Alexander Wiethoff 2014
source [3]
copy Alexander Wiethoff 2014
Research Analysis Concepts Prototypes
Validate Concepts
copy Alexander Wiethoff 2014
short term view
Pathfinder Dreamer
Onlooker Organizer
long term view
low engagement high engagement
source [3]
copy Alexander Wiethoff 2014
Research Analysis Concepts Prototypes
Validate Concepts
copy Alexander Wiethoff 2014
source [3]
copy Alexander Wiethoff 2014
Research Analysis Concepts Prototypes
Validate Concepts
Blueprints
copy Alexander Wiethoff 2014
In the British Standard for Service Design (BS 7000 -3 BS 7000 -10 BS EN ISO 9000) blueprinting is described as the mapping out of a service journey identifying the processes that constitute the service isolating possible fail points and establishing the time frame for the journey We interpret this in a much broader sense We look at it as an experience map which covers both the service elements as well as the product interactions
Definition
source [2]
copy Alexander Wiethoff 2014
What is an Experience Blueprint
An experience blueprint is a diagrammatic representation of the user journey that maps processes touch points people and support activities involved in creating the experience It helps in visualizing the correlation between the front stage (user end) and the back stage (provider end) It also helps to interconnect the tangible elements with intangible and deal with them more objectively
source [2]
copy Alexander Wiethoff 2014
History and Use
Blueprinting services was pioneered by G Lynn Shostack former VP of Citibank in the 1980rsquos as a way to plan the cost and revenue associated with operating a service Ever since it has been interpreted in many different ways and used by many leading design and management consultancies
source [2]
copy Alexander Wiethoff 2014
TimeEntry Exit
Front Stage
Back Stage
User Journey
Support Processes
User Touch points
Provider Touch points
source [2]
copy Alexander Wiethoff 2014
Touch Points
User Actions
Line of interaction
Line of visibility
Backstage activity
Line of internal interaction
Support process Stake Holders
source [2]
copy Alexander Wiethoff 2014
source [2]
copy Alexander Wiethoff 2014
Sketching a Service Blueprint
source [2]
copy Alexander Wiethoff 2014
Sketching a Stakeholder Map
source [2]
copy Alexander Wiethoff 2014
The Purpose of User Studies
Research Aims Reliability Validity and Generalizability
Research Methods and Experimental Designs
Ethical Considerations
HCI-related and practical information for your own studies
Interpretation of Data and Presentation of Results
source [3]
copy Alexander Wiethoff 2014
The Purpose of User Studies
Research Aims Reliability Validity and Generalizability
Research Methods and Experimental Designs
Ethical Considerations
HCI-related and practical information for your own studies
Interpretation of Data and Presentation of Results
source [3]
copy Alexander Wiethoff 2014
httpadaptivepathcomuploadsarchiveblogwp-contentuploads200903stspanel_service_blueprintpng
Refined Service Blueprint
60
References (Books) [1] Buxton W Sketching User Experiences Morgan Kaufmann 2007 [2] Copenhagen Institute of Interaction Design Service Design Workshop 2008 [3] Moggridge B Designing Interactions MIT Press 2006 [4] Rogers Y Preece J amp Sharp H Interaction Design Wiley amp Sons 2011 [5] Saffer D Designing for Interaction New Riders 2009
Design Services Create Experiences
wwwservicedesign-linzat
Danke Facebook fbcomServiceDesignLinzTwi1048567er sdjlnzEmail jamservicedesign-linzat
Praumlsentationen slidesharenetServiceDesignLinz
wwwciiddk 11042008Intro
Quick Kiosk Mock-up
high resolution low fidelity (rotterdam hospital)
videocopy CIID Simona Maschi
low resolution high fidelity (crossing on demand)
The Smoke amp Mirror Approach
imagecopy CIID
copy Alexander Wiethoff 2014
Prototyping services -is different from prototyping products since services donlsquot come alive until someone is using them -involves creating scenarios based on the service moments and acting them out physically
copy Alexander Wiethoff 2014
Fran Samalionis -is the service design lead at IDEO -MA in ergonomics from UCL
httpwwwdesigninginteractionscominterviewsFranSamalionis source [3]
copy Alexander Wiethoff 2014
copy Alexander Wiethoff 2014
Research Analysis Concepts Prototypes
Validate Concepts
copy Alexander Wiethoff 2014
IDEO | observation
traditionalmarket
research
empathicresearch
subjects truth inspiration
()
source [4]
copy Alexander Wiethoff 2014
source [3]
copy Alexander Wiethoff 2014
source [3]
copy Alexander Wiethoff 2014
Research Analysis Concepts Prototypes
Validate Concepts
copy Alexander Wiethoff 2014
short term view
Pathfinder Dreamer
Onlooker Organizer
long term view
low engagement high engagement
source [3]
copy Alexander Wiethoff 2014
Research Analysis Concepts Prototypes
Validate Concepts
copy Alexander Wiethoff 2014
source [3]
copy Alexander Wiethoff 2014
Research Analysis Concepts Prototypes
Validate Concepts
Blueprints
copy Alexander Wiethoff 2014
In the British Standard for Service Design (BS 7000 -3 BS 7000 -10 BS EN ISO 9000) blueprinting is described as the mapping out of a service journey identifying the processes that constitute the service isolating possible fail points and establishing the time frame for the journey We interpret this in a much broader sense We look at it as an experience map which covers both the service elements as well as the product interactions
Definition
source [2]
copy Alexander Wiethoff 2014
What is an Experience Blueprint
An experience blueprint is a diagrammatic representation of the user journey that maps processes touch points people and support activities involved in creating the experience It helps in visualizing the correlation between the front stage (user end) and the back stage (provider end) It also helps to interconnect the tangible elements with intangible and deal with them more objectively
source [2]
copy Alexander Wiethoff 2014
History and Use
Blueprinting services was pioneered by G Lynn Shostack former VP of Citibank in the 1980rsquos as a way to plan the cost and revenue associated with operating a service Ever since it has been interpreted in many different ways and used by many leading design and management consultancies
source [2]
copy Alexander Wiethoff 2014
TimeEntry Exit
Front Stage
Back Stage
User Journey
Support Processes
User Touch points
Provider Touch points
source [2]
copy Alexander Wiethoff 2014
Touch Points
User Actions
Line of interaction
Line of visibility
Backstage activity
Line of internal interaction
Support process Stake Holders
source [2]
copy Alexander Wiethoff 2014
source [2]
copy Alexander Wiethoff 2014
Sketching a Service Blueprint
source [2]
copy Alexander Wiethoff 2014
Sketching a Stakeholder Map
source [2]
copy Alexander Wiethoff 2014
The Purpose of User Studies
Research Aims Reliability Validity and Generalizability
Research Methods and Experimental Designs
Ethical Considerations
HCI-related and practical information for your own studies
Interpretation of Data and Presentation of Results
source [3]
copy Alexander Wiethoff 2014
The Purpose of User Studies
Research Aims Reliability Validity and Generalizability
Research Methods and Experimental Designs
Ethical Considerations
HCI-related and practical information for your own studies
Interpretation of Data and Presentation of Results
source [3]
copy Alexander Wiethoff 2014
httpadaptivepathcomuploadsarchiveblogwp-contentuploads200903stspanel_service_blueprintpng
Refined Service Blueprint
60
References (Books) [1] Buxton W Sketching User Experiences Morgan Kaufmann 2007 [2] Copenhagen Institute of Interaction Design Service Design Workshop 2008 [3] Moggridge B Designing Interactions MIT Press 2006 [4] Rogers Y Preece J amp Sharp H Interaction Design Wiley amp Sons 2011 [5] Saffer D Designing for Interaction New Riders 2009
Design Services Create Experiences
wwwservicedesign-linzat
Danke Facebook fbcomServiceDesignLinzTwi1048567er sdjlnzEmail jamservicedesign-linzat
Praumlsentationen slidesharenetServiceDesignLinz
high resolution low fidelity (rotterdam hospital)
videocopy CIID Simona Maschi
low resolution high fidelity (crossing on demand)
The Smoke amp Mirror Approach
imagecopy CIID
copy Alexander Wiethoff 2014
Prototyping services -is different from prototyping products since services donlsquot come alive until someone is using them -involves creating scenarios based on the service moments and acting them out physically
copy Alexander Wiethoff 2014
Fran Samalionis -is the service design lead at IDEO -MA in ergonomics from UCL
httpwwwdesigninginteractionscominterviewsFranSamalionis source [3]
copy Alexander Wiethoff 2014
copy Alexander Wiethoff 2014
Research Analysis Concepts Prototypes
Validate Concepts
copy Alexander Wiethoff 2014
IDEO | observation
traditionalmarket
research
empathicresearch
subjects truth inspiration
()
source [4]
copy Alexander Wiethoff 2014
source [3]
copy Alexander Wiethoff 2014
source [3]
copy Alexander Wiethoff 2014
Research Analysis Concepts Prototypes
Validate Concepts
copy Alexander Wiethoff 2014
short term view
Pathfinder Dreamer
Onlooker Organizer
long term view
low engagement high engagement
source [3]
copy Alexander Wiethoff 2014
Research Analysis Concepts Prototypes
Validate Concepts
copy Alexander Wiethoff 2014
source [3]
copy Alexander Wiethoff 2014
Research Analysis Concepts Prototypes
Validate Concepts
Blueprints
copy Alexander Wiethoff 2014
In the British Standard for Service Design (BS 7000 -3 BS 7000 -10 BS EN ISO 9000) blueprinting is described as the mapping out of a service journey identifying the processes that constitute the service isolating possible fail points and establishing the time frame for the journey We interpret this in a much broader sense We look at it as an experience map which covers both the service elements as well as the product interactions
Definition
source [2]
copy Alexander Wiethoff 2014
What is an Experience Blueprint
An experience blueprint is a diagrammatic representation of the user journey that maps processes touch points people and support activities involved in creating the experience It helps in visualizing the correlation between the front stage (user end) and the back stage (provider end) It also helps to interconnect the tangible elements with intangible and deal with them more objectively
source [2]
copy Alexander Wiethoff 2014
History and Use
Blueprinting services was pioneered by G Lynn Shostack former VP of Citibank in the 1980rsquos as a way to plan the cost and revenue associated with operating a service Ever since it has been interpreted in many different ways and used by many leading design and management consultancies
source [2]
copy Alexander Wiethoff 2014
TimeEntry Exit
Front Stage
Back Stage
User Journey
Support Processes
User Touch points
Provider Touch points
source [2]
copy Alexander Wiethoff 2014
Touch Points
User Actions
Line of interaction
Line of visibility
Backstage activity
Line of internal interaction
Support process Stake Holders
source [2]
copy Alexander Wiethoff 2014
source [2]
copy Alexander Wiethoff 2014
Sketching a Service Blueprint
source [2]
copy Alexander Wiethoff 2014
Sketching a Stakeholder Map
source [2]
copy Alexander Wiethoff 2014
The Purpose of User Studies
Research Aims Reliability Validity and Generalizability
Research Methods and Experimental Designs
Ethical Considerations
HCI-related and practical information for your own studies
Interpretation of Data and Presentation of Results
source [3]
copy Alexander Wiethoff 2014
The Purpose of User Studies
Research Aims Reliability Validity and Generalizability
Research Methods and Experimental Designs
Ethical Considerations
HCI-related and practical information for your own studies
Interpretation of Data and Presentation of Results
source [3]
copy Alexander Wiethoff 2014
httpadaptivepathcomuploadsarchiveblogwp-contentuploads200903stspanel_service_blueprintpng
Refined Service Blueprint
60
References (Books) [1] Buxton W Sketching User Experiences Morgan Kaufmann 2007 [2] Copenhagen Institute of Interaction Design Service Design Workshop 2008 [3] Moggridge B Designing Interactions MIT Press 2006 [4] Rogers Y Preece J amp Sharp H Interaction Design Wiley amp Sons 2011 [5] Saffer D Designing for Interaction New Riders 2009
Design Services Create Experiences
wwwservicedesign-linzat
Danke Facebook fbcomServiceDesignLinzTwi1048567er sdjlnzEmail jamservicedesign-linzat
Praumlsentationen slidesharenetServiceDesignLinz
videocopy CIID Simona Maschi
low resolution high fidelity (crossing on demand)
The Smoke amp Mirror Approach
imagecopy CIID
copy Alexander Wiethoff 2014
Prototyping services -is different from prototyping products since services donlsquot come alive until someone is using them -involves creating scenarios based on the service moments and acting them out physically
copy Alexander Wiethoff 2014
Fran Samalionis -is the service design lead at IDEO -MA in ergonomics from UCL
httpwwwdesigninginteractionscominterviewsFranSamalionis source [3]
copy Alexander Wiethoff 2014
copy Alexander Wiethoff 2014
Research Analysis Concepts Prototypes
Validate Concepts
copy Alexander Wiethoff 2014
IDEO | observation
traditionalmarket
research
empathicresearch
subjects truth inspiration
()
source [4]
copy Alexander Wiethoff 2014
source [3]
copy Alexander Wiethoff 2014
source [3]
copy Alexander Wiethoff 2014
Research Analysis Concepts Prototypes
Validate Concepts
copy Alexander Wiethoff 2014
short term view
Pathfinder Dreamer
Onlooker Organizer
long term view
low engagement high engagement
source [3]
copy Alexander Wiethoff 2014
Research Analysis Concepts Prototypes
Validate Concepts
copy Alexander Wiethoff 2014
source [3]
copy Alexander Wiethoff 2014
Research Analysis Concepts Prototypes
Validate Concepts
Blueprints
copy Alexander Wiethoff 2014
In the British Standard for Service Design (BS 7000 -3 BS 7000 -10 BS EN ISO 9000) blueprinting is described as the mapping out of a service journey identifying the processes that constitute the service isolating possible fail points and establishing the time frame for the journey We interpret this in a much broader sense We look at it as an experience map which covers both the service elements as well as the product interactions
Definition
source [2]
copy Alexander Wiethoff 2014
What is an Experience Blueprint
An experience blueprint is a diagrammatic representation of the user journey that maps processes touch points people and support activities involved in creating the experience It helps in visualizing the correlation between the front stage (user end) and the back stage (provider end) It also helps to interconnect the tangible elements with intangible and deal with them more objectively
source [2]
copy Alexander Wiethoff 2014
History and Use
Blueprinting services was pioneered by G Lynn Shostack former VP of Citibank in the 1980rsquos as a way to plan the cost and revenue associated with operating a service Ever since it has been interpreted in many different ways and used by many leading design and management consultancies
source [2]
copy Alexander Wiethoff 2014
TimeEntry Exit
Front Stage
Back Stage
User Journey
Support Processes
User Touch points
Provider Touch points
source [2]
copy Alexander Wiethoff 2014
Touch Points
User Actions
Line of interaction
Line of visibility
Backstage activity
Line of internal interaction
Support process Stake Holders
source [2]
copy Alexander Wiethoff 2014
source [2]
copy Alexander Wiethoff 2014
Sketching a Service Blueprint
source [2]
copy Alexander Wiethoff 2014
Sketching a Stakeholder Map
source [2]
copy Alexander Wiethoff 2014
The Purpose of User Studies
Research Aims Reliability Validity and Generalizability
Research Methods and Experimental Designs
Ethical Considerations
HCI-related and practical information for your own studies
Interpretation of Data and Presentation of Results
source [3]
copy Alexander Wiethoff 2014
The Purpose of User Studies
Research Aims Reliability Validity and Generalizability
Research Methods and Experimental Designs
Ethical Considerations
HCI-related and practical information for your own studies
Interpretation of Data and Presentation of Results
source [3]
copy Alexander Wiethoff 2014
httpadaptivepathcomuploadsarchiveblogwp-contentuploads200903stspanel_service_blueprintpng
Refined Service Blueprint
60
References (Books) [1] Buxton W Sketching User Experiences Morgan Kaufmann 2007 [2] Copenhagen Institute of Interaction Design Service Design Workshop 2008 [3] Moggridge B Designing Interactions MIT Press 2006 [4] Rogers Y Preece J amp Sharp H Interaction Design Wiley amp Sons 2011 [5] Saffer D Designing for Interaction New Riders 2009
Design Services Create Experiences
wwwservicedesign-linzat
Danke Facebook fbcomServiceDesignLinzTwi1048567er sdjlnzEmail jamservicedesign-linzat
Praumlsentationen slidesharenetServiceDesignLinz
low resolution high fidelity (crossing on demand)
The Smoke amp Mirror Approach
imagecopy CIID
copy Alexander Wiethoff 2014
Prototyping services -is different from prototyping products since services donlsquot come alive until someone is using them -involves creating scenarios based on the service moments and acting them out physically
copy Alexander Wiethoff 2014
Fran Samalionis -is the service design lead at IDEO -MA in ergonomics from UCL
httpwwwdesigninginteractionscominterviewsFranSamalionis source [3]
copy Alexander Wiethoff 2014
copy Alexander Wiethoff 2014
Research Analysis Concepts Prototypes
Validate Concepts
copy Alexander Wiethoff 2014
IDEO | observation
traditionalmarket
research
empathicresearch
subjects truth inspiration
()
source [4]
copy Alexander Wiethoff 2014
source [3]
copy Alexander Wiethoff 2014
source [3]
copy Alexander Wiethoff 2014
Research Analysis Concepts Prototypes
Validate Concepts
copy Alexander Wiethoff 2014
short term view
Pathfinder Dreamer
Onlooker Organizer
long term view
low engagement high engagement
source [3]
copy Alexander Wiethoff 2014
Research Analysis Concepts Prototypes
Validate Concepts
copy Alexander Wiethoff 2014
source [3]
copy Alexander Wiethoff 2014
Research Analysis Concepts Prototypes
Validate Concepts
Blueprints
copy Alexander Wiethoff 2014
In the British Standard for Service Design (BS 7000 -3 BS 7000 -10 BS EN ISO 9000) blueprinting is described as the mapping out of a service journey identifying the processes that constitute the service isolating possible fail points and establishing the time frame for the journey We interpret this in a much broader sense We look at it as an experience map which covers both the service elements as well as the product interactions
Definition
source [2]
copy Alexander Wiethoff 2014
What is an Experience Blueprint
An experience blueprint is a diagrammatic representation of the user journey that maps processes touch points people and support activities involved in creating the experience It helps in visualizing the correlation between the front stage (user end) and the back stage (provider end) It also helps to interconnect the tangible elements with intangible and deal with them more objectively
source [2]
copy Alexander Wiethoff 2014
History and Use
Blueprinting services was pioneered by G Lynn Shostack former VP of Citibank in the 1980rsquos as a way to plan the cost and revenue associated with operating a service Ever since it has been interpreted in many different ways and used by many leading design and management consultancies
source [2]
copy Alexander Wiethoff 2014
TimeEntry Exit
Front Stage
Back Stage
User Journey
Support Processes
User Touch points
Provider Touch points
source [2]
copy Alexander Wiethoff 2014
Touch Points
User Actions
Line of interaction
Line of visibility
Backstage activity
Line of internal interaction
Support process Stake Holders
source [2]
copy Alexander Wiethoff 2014
source [2]
copy Alexander Wiethoff 2014
Sketching a Service Blueprint
source [2]
copy Alexander Wiethoff 2014
Sketching a Stakeholder Map
source [2]
copy Alexander Wiethoff 2014
The Purpose of User Studies
Research Aims Reliability Validity and Generalizability
Research Methods and Experimental Designs
Ethical Considerations
HCI-related and practical information for your own studies
Interpretation of Data and Presentation of Results
source [3]
copy Alexander Wiethoff 2014
The Purpose of User Studies
Research Aims Reliability Validity and Generalizability
Research Methods and Experimental Designs
Ethical Considerations
HCI-related and practical information for your own studies
Interpretation of Data and Presentation of Results
source [3]
copy Alexander Wiethoff 2014
httpadaptivepathcomuploadsarchiveblogwp-contentuploads200903stspanel_service_blueprintpng
Refined Service Blueprint
60
References (Books) [1] Buxton W Sketching User Experiences Morgan Kaufmann 2007 [2] Copenhagen Institute of Interaction Design Service Design Workshop 2008 [3] Moggridge B Designing Interactions MIT Press 2006 [4] Rogers Y Preece J amp Sharp H Interaction Design Wiley amp Sons 2011 [5] Saffer D Designing for Interaction New Riders 2009
Design Services Create Experiences
wwwservicedesign-linzat
Danke Facebook fbcomServiceDesignLinzTwi1048567er sdjlnzEmail jamservicedesign-linzat
Praumlsentationen slidesharenetServiceDesignLinz
The Smoke amp Mirror Approach
imagecopy CIID
copy Alexander Wiethoff 2014
Prototyping services -is different from prototyping products since services donlsquot come alive until someone is using them -involves creating scenarios based on the service moments and acting them out physically
copy Alexander Wiethoff 2014
Fran Samalionis -is the service design lead at IDEO -MA in ergonomics from UCL
httpwwwdesigninginteractionscominterviewsFranSamalionis source [3]
copy Alexander Wiethoff 2014
copy Alexander Wiethoff 2014
Research Analysis Concepts Prototypes
Validate Concepts
copy Alexander Wiethoff 2014
IDEO | observation
traditionalmarket
research
empathicresearch
subjects truth inspiration
()
source [4]
copy Alexander Wiethoff 2014
source [3]
copy Alexander Wiethoff 2014
source [3]
copy Alexander Wiethoff 2014
Research Analysis Concepts Prototypes
Validate Concepts
copy Alexander Wiethoff 2014
short term view
Pathfinder Dreamer
Onlooker Organizer
long term view
low engagement high engagement
source [3]
copy Alexander Wiethoff 2014
Research Analysis Concepts Prototypes
Validate Concepts
copy Alexander Wiethoff 2014
source [3]
copy Alexander Wiethoff 2014
Research Analysis Concepts Prototypes
Validate Concepts
Blueprints
copy Alexander Wiethoff 2014
In the British Standard for Service Design (BS 7000 -3 BS 7000 -10 BS EN ISO 9000) blueprinting is described as the mapping out of a service journey identifying the processes that constitute the service isolating possible fail points and establishing the time frame for the journey We interpret this in a much broader sense We look at it as an experience map which covers both the service elements as well as the product interactions
Definition
source [2]
copy Alexander Wiethoff 2014
What is an Experience Blueprint
An experience blueprint is a diagrammatic representation of the user journey that maps processes touch points people and support activities involved in creating the experience It helps in visualizing the correlation between the front stage (user end) and the back stage (provider end) It also helps to interconnect the tangible elements with intangible and deal with them more objectively
source [2]
copy Alexander Wiethoff 2014
History and Use
Blueprinting services was pioneered by G Lynn Shostack former VP of Citibank in the 1980rsquos as a way to plan the cost and revenue associated with operating a service Ever since it has been interpreted in many different ways and used by many leading design and management consultancies
source [2]
copy Alexander Wiethoff 2014
TimeEntry Exit
Front Stage
Back Stage
User Journey
Support Processes
User Touch points
Provider Touch points
source [2]
copy Alexander Wiethoff 2014
Touch Points
User Actions
Line of interaction
Line of visibility
Backstage activity
Line of internal interaction
Support process Stake Holders
source [2]
copy Alexander Wiethoff 2014
source [2]
copy Alexander Wiethoff 2014
Sketching a Service Blueprint
source [2]
copy Alexander Wiethoff 2014
Sketching a Stakeholder Map
source [2]
copy Alexander Wiethoff 2014
The Purpose of User Studies
Research Aims Reliability Validity and Generalizability
Research Methods and Experimental Designs
Ethical Considerations
HCI-related and practical information for your own studies
Interpretation of Data and Presentation of Results
source [3]
copy Alexander Wiethoff 2014
The Purpose of User Studies
Research Aims Reliability Validity and Generalizability
Research Methods and Experimental Designs
Ethical Considerations
HCI-related and practical information for your own studies
Interpretation of Data and Presentation of Results
source [3]
copy Alexander Wiethoff 2014
httpadaptivepathcomuploadsarchiveblogwp-contentuploads200903stspanel_service_blueprintpng
Refined Service Blueprint
60
References (Books) [1] Buxton W Sketching User Experiences Morgan Kaufmann 2007 [2] Copenhagen Institute of Interaction Design Service Design Workshop 2008 [3] Moggridge B Designing Interactions MIT Press 2006 [4] Rogers Y Preece J amp Sharp H Interaction Design Wiley amp Sons 2011 [5] Saffer D Designing for Interaction New Riders 2009
Design Services Create Experiences
wwwservicedesign-linzat
Danke Facebook fbcomServiceDesignLinzTwi1048567er sdjlnzEmail jamservicedesign-linzat
Praumlsentationen slidesharenetServiceDesignLinz
copy Alexander Wiethoff 2014
Prototyping services -is different from prototyping products since services donlsquot come alive until someone is using them -involves creating scenarios based on the service moments and acting them out physically
copy Alexander Wiethoff 2014
Fran Samalionis -is the service design lead at IDEO -MA in ergonomics from UCL
httpwwwdesigninginteractionscominterviewsFranSamalionis source [3]
copy Alexander Wiethoff 2014
copy Alexander Wiethoff 2014
Research Analysis Concepts Prototypes
Validate Concepts
copy Alexander Wiethoff 2014
IDEO | observation
traditionalmarket
research
empathicresearch
subjects truth inspiration
()
source [4]
copy Alexander Wiethoff 2014
source [3]
copy Alexander Wiethoff 2014
source [3]
copy Alexander Wiethoff 2014
Research Analysis Concepts Prototypes
Validate Concepts
copy Alexander Wiethoff 2014
short term view
Pathfinder Dreamer
Onlooker Organizer
long term view
low engagement high engagement
source [3]
copy Alexander Wiethoff 2014
Research Analysis Concepts Prototypes
Validate Concepts
copy Alexander Wiethoff 2014
source [3]
copy Alexander Wiethoff 2014
Research Analysis Concepts Prototypes
Validate Concepts
Blueprints
copy Alexander Wiethoff 2014
In the British Standard for Service Design (BS 7000 -3 BS 7000 -10 BS EN ISO 9000) blueprinting is described as the mapping out of a service journey identifying the processes that constitute the service isolating possible fail points and establishing the time frame for the journey We interpret this in a much broader sense We look at it as an experience map which covers both the service elements as well as the product interactions
Definition
source [2]
copy Alexander Wiethoff 2014
What is an Experience Blueprint
An experience blueprint is a diagrammatic representation of the user journey that maps processes touch points people and support activities involved in creating the experience It helps in visualizing the correlation between the front stage (user end) and the back stage (provider end) It also helps to interconnect the tangible elements with intangible and deal with them more objectively
source [2]
copy Alexander Wiethoff 2014
History and Use
Blueprinting services was pioneered by G Lynn Shostack former VP of Citibank in the 1980rsquos as a way to plan the cost and revenue associated with operating a service Ever since it has been interpreted in many different ways and used by many leading design and management consultancies
source [2]
copy Alexander Wiethoff 2014
TimeEntry Exit
Front Stage
Back Stage
User Journey
Support Processes
User Touch points
Provider Touch points
source [2]
copy Alexander Wiethoff 2014
Touch Points
User Actions
Line of interaction
Line of visibility
Backstage activity
Line of internal interaction
Support process Stake Holders
source [2]
copy Alexander Wiethoff 2014
source [2]
copy Alexander Wiethoff 2014
Sketching a Service Blueprint
source [2]
copy Alexander Wiethoff 2014
Sketching a Stakeholder Map
source [2]
copy Alexander Wiethoff 2014
The Purpose of User Studies
Research Aims Reliability Validity and Generalizability
Research Methods and Experimental Designs
Ethical Considerations
HCI-related and practical information for your own studies
Interpretation of Data and Presentation of Results
source [3]
copy Alexander Wiethoff 2014
The Purpose of User Studies
Research Aims Reliability Validity and Generalizability
Research Methods and Experimental Designs
Ethical Considerations
HCI-related and practical information for your own studies
Interpretation of Data and Presentation of Results
source [3]
copy Alexander Wiethoff 2014
httpadaptivepathcomuploadsarchiveblogwp-contentuploads200903stspanel_service_blueprintpng
Refined Service Blueprint
60
References (Books) [1] Buxton W Sketching User Experiences Morgan Kaufmann 2007 [2] Copenhagen Institute of Interaction Design Service Design Workshop 2008 [3] Moggridge B Designing Interactions MIT Press 2006 [4] Rogers Y Preece J amp Sharp H Interaction Design Wiley amp Sons 2011 [5] Saffer D Designing for Interaction New Riders 2009
Design Services Create Experiences
wwwservicedesign-linzat
Danke Facebook fbcomServiceDesignLinzTwi1048567er sdjlnzEmail jamservicedesign-linzat
Praumlsentationen slidesharenetServiceDesignLinz
copy Alexander Wiethoff 2014
Fran Samalionis -is the service design lead at IDEO -MA in ergonomics from UCL
httpwwwdesigninginteractionscominterviewsFranSamalionis source [3]
copy Alexander Wiethoff 2014
copy Alexander Wiethoff 2014
Research Analysis Concepts Prototypes
Validate Concepts
copy Alexander Wiethoff 2014
IDEO | observation
traditionalmarket
research
empathicresearch
subjects truth inspiration
()
source [4]
copy Alexander Wiethoff 2014
source [3]
copy Alexander Wiethoff 2014
source [3]
copy Alexander Wiethoff 2014
Research Analysis Concepts Prototypes
Validate Concepts
copy Alexander Wiethoff 2014
short term view
Pathfinder Dreamer
Onlooker Organizer
long term view
low engagement high engagement
source [3]
copy Alexander Wiethoff 2014
Research Analysis Concepts Prototypes
Validate Concepts
copy Alexander Wiethoff 2014
source [3]
copy Alexander Wiethoff 2014
Research Analysis Concepts Prototypes
Validate Concepts
Blueprints
copy Alexander Wiethoff 2014
In the British Standard for Service Design (BS 7000 -3 BS 7000 -10 BS EN ISO 9000) blueprinting is described as the mapping out of a service journey identifying the processes that constitute the service isolating possible fail points and establishing the time frame for the journey We interpret this in a much broader sense We look at it as an experience map which covers both the service elements as well as the product interactions
Definition
source [2]
copy Alexander Wiethoff 2014
What is an Experience Blueprint
An experience blueprint is a diagrammatic representation of the user journey that maps processes touch points people and support activities involved in creating the experience It helps in visualizing the correlation between the front stage (user end) and the back stage (provider end) It also helps to interconnect the tangible elements with intangible and deal with them more objectively
source [2]
copy Alexander Wiethoff 2014
History and Use
Blueprinting services was pioneered by G Lynn Shostack former VP of Citibank in the 1980rsquos as a way to plan the cost and revenue associated with operating a service Ever since it has been interpreted in many different ways and used by many leading design and management consultancies
source [2]
copy Alexander Wiethoff 2014
TimeEntry Exit
Front Stage
Back Stage
User Journey
Support Processes
User Touch points
Provider Touch points
source [2]
copy Alexander Wiethoff 2014
Touch Points
User Actions
Line of interaction
Line of visibility
Backstage activity
Line of internal interaction
Support process Stake Holders
source [2]
copy Alexander Wiethoff 2014
source [2]
copy Alexander Wiethoff 2014
Sketching a Service Blueprint
source [2]
copy Alexander Wiethoff 2014
Sketching a Stakeholder Map
source [2]
copy Alexander Wiethoff 2014
The Purpose of User Studies
Research Aims Reliability Validity and Generalizability
Research Methods and Experimental Designs
Ethical Considerations
HCI-related and practical information for your own studies
Interpretation of Data and Presentation of Results
source [3]
copy Alexander Wiethoff 2014
The Purpose of User Studies
Research Aims Reliability Validity and Generalizability
Research Methods and Experimental Designs
Ethical Considerations
HCI-related and practical information for your own studies
Interpretation of Data and Presentation of Results
source [3]
copy Alexander Wiethoff 2014
httpadaptivepathcomuploadsarchiveblogwp-contentuploads200903stspanel_service_blueprintpng
Refined Service Blueprint
60
References (Books) [1] Buxton W Sketching User Experiences Morgan Kaufmann 2007 [2] Copenhagen Institute of Interaction Design Service Design Workshop 2008 [3] Moggridge B Designing Interactions MIT Press 2006 [4] Rogers Y Preece J amp Sharp H Interaction Design Wiley amp Sons 2011 [5] Saffer D Designing for Interaction New Riders 2009
Design Services Create Experiences
wwwservicedesign-linzat
Danke Facebook fbcomServiceDesignLinzTwi1048567er sdjlnzEmail jamservicedesign-linzat
Praumlsentationen slidesharenetServiceDesignLinz
copy Alexander Wiethoff 2014
copy Alexander Wiethoff 2014
Research Analysis Concepts Prototypes
Validate Concepts
copy Alexander Wiethoff 2014
IDEO | observation
traditionalmarket
research
empathicresearch
subjects truth inspiration
()
source [4]
copy Alexander Wiethoff 2014
source [3]
copy Alexander Wiethoff 2014
source [3]
copy Alexander Wiethoff 2014
Research Analysis Concepts Prototypes
Validate Concepts
copy Alexander Wiethoff 2014
short term view
Pathfinder Dreamer
Onlooker Organizer
long term view
low engagement high engagement
source [3]
copy Alexander Wiethoff 2014
Research Analysis Concepts Prototypes
Validate Concepts
copy Alexander Wiethoff 2014
source [3]
copy Alexander Wiethoff 2014
Research Analysis Concepts Prototypes
Validate Concepts
Blueprints
copy Alexander Wiethoff 2014
In the British Standard for Service Design (BS 7000 -3 BS 7000 -10 BS EN ISO 9000) blueprinting is described as the mapping out of a service journey identifying the processes that constitute the service isolating possible fail points and establishing the time frame for the journey We interpret this in a much broader sense We look at it as an experience map which covers both the service elements as well as the product interactions
Definition
source [2]
copy Alexander Wiethoff 2014
What is an Experience Blueprint
An experience blueprint is a diagrammatic representation of the user journey that maps processes touch points people and support activities involved in creating the experience It helps in visualizing the correlation between the front stage (user end) and the back stage (provider end) It also helps to interconnect the tangible elements with intangible and deal with them more objectively
source [2]
copy Alexander Wiethoff 2014
History and Use
Blueprinting services was pioneered by G Lynn Shostack former VP of Citibank in the 1980rsquos as a way to plan the cost and revenue associated with operating a service Ever since it has been interpreted in many different ways and used by many leading design and management consultancies
source [2]
copy Alexander Wiethoff 2014
TimeEntry Exit
Front Stage
Back Stage
User Journey
Support Processes
User Touch points
Provider Touch points
source [2]
copy Alexander Wiethoff 2014
Touch Points
User Actions
Line of interaction
Line of visibility
Backstage activity
Line of internal interaction
Support process Stake Holders
source [2]
copy Alexander Wiethoff 2014
source [2]
copy Alexander Wiethoff 2014
Sketching a Service Blueprint
source [2]
copy Alexander Wiethoff 2014
Sketching a Stakeholder Map
source [2]
copy Alexander Wiethoff 2014
The Purpose of User Studies
Research Aims Reliability Validity and Generalizability
Research Methods and Experimental Designs
Ethical Considerations
HCI-related and practical information for your own studies
Interpretation of Data and Presentation of Results
source [3]
copy Alexander Wiethoff 2014
The Purpose of User Studies
Research Aims Reliability Validity and Generalizability
Research Methods and Experimental Designs
Ethical Considerations
HCI-related and practical information for your own studies
Interpretation of Data and Presentation of Results
source [3]
copy Alexander Wiethoff 2014
httpadaptivepathcomuploadsarchiveblogwp-contentuploads200903stspanel_service_blueprintpng
Refined Service Blueprint
60
References (Books) [1] Buxton W Sketching User Experiences Morgan Kaufmann 2007 [2] Copenhagen Institute of Interaction Design Service Design Workshop 2008 [3] Moggridge B Designing Interactions MIT Press 2006 [4] Rogers Y Preece J amp Sharp H Interaction Design Wiley amp Sons 2011 [5] Saffer D Designing for Interaction New Riders 2009
Design Services Create Experiences
wwwservicedesign-linzat
Danke Facebook fbcomServiceDesignLinzTwi1048567er sdjlnzEmail jamservicedesign-linzat
Praumlsentationen slidesharenetServiceDesignLinz
copy Alexander Wiethoff 2014
Research Analysis Concepts Prototypes
Validate Concepts
copy Alexander Wiethoff 2014
IDEO | observation
traditionalmarket
research
empathicresearch
subjects truth inspiration
()
source [4]
copy Alexander Wiethoff 2014
source [3]
copy Alexander Wiethoff 2014
source [3]
copy Alexander Wiethoff 2014
Research Analysis Concepts Prototypes
Validate Concepts
copy Alexander Wiethoff 2014
short term view
Pathfinder Dreamer
Onlooker Organizer
long term view
low engagement high engagement
source [3]
copy Alexander Wiethoff 2014
Research Analysis Concepts Prototypes
Validate Concepts
copy Alexander Wiethoff 2014
source [3]
copy Alexander Wiethoff 2014
Research Analysis Concepts Prototypes
Validate Concepts
Blueprints
copy Alexander Wiethoff 2014
In the British Standard for Service Design (BS 7000 -3 BS 7000 -10 BS EN ISO 9000) blueprinting is described as the mapping out of a service journey identifying the processes that constitute the service isolating possible fail points and establishing the time frame for the journey We interpret this in a much broader sense We look at it as an experience map which covers both the service elements as well as the product interactions
Definition
source [2]
copy Alexander Wiethoff 2014
What is an Experience Blueprint
An experience blueprint is a diagrammatic representation of the user journey that maps processes touch points people and support activities involved in creating the experience It helps in visualizing the correlation between the front stage (user end) and the back stage (provider end) It also helps to interconnect the tangible elements with intangible and deal with them more objectively
source [2]
copy Alexander Wiethoff 2014
History and Use
Blueprinting services was pioneered by G Lynn Shostack former VP of Citibank in the 1980rsquos as a way to plan the cost and revenue associated with operating a service Ever since it has been interpreted in many different ways and used by many leading design and management consultancies
source [2]
copy Alexander Wiethoff 2014
TimeEntry Exit
Front Stage
Back Stage
User Journey
Support Processes
User Touch points
Provider Touch points
source [2]
copy Alexander Wiethoff 2014
Touch Points
User Actions
Line of interaction
Line of visibility
Backstage activity
Line of internal interaction
Support process Stake Holders
source [2]
copy Alexander Wiethoff 2014
source [2]
copy Alexander Wiethoff 2014
Sketching a Service Blueprint
source [2]
copy Alexander Wiethoff 2014
Sketching a Stakeholder Map
source [2]
copy Alexander Wiethoff 2014
The Purpose of User Studies
Research Aims Reliability Validity and Generalizability
Research Methods and Experimental Designs
Ethical Considerations
HCI-related and practical information for your own studies
Interpretation of Data and Presentation of Results
source [3]
copy Alexander Wiethoff 2014
The Purpose of User Studies
Research Aims Reliability Validity and Generalizability
Research Methods and Experimental Designs
Ethical Considerations
HCI-related and practical information for your own studies
Interpretation of Data and Presentation of Results
source [3]
copy Alexander Wiethoff 2014
httpadaptivepathcomuploadsarchiveblogwp-contentuploads200903stspanel_service_blueprintpng
Refined Service Blueprint
60
References (Books) [1] Buxton W Sketching User Experiences Morgan Kaufmann 2007 [2] Copenhagen Institute of Interaction Design Service Design Workshop 2008 [3] Moggridge B Designing Interactions MIT Press 2006 [4] Rogers Y Preece J amp Sharp H Interaction Design Wiley amp Sons 2011 [5] Saffer D Designing for Interaction New Riders 2009
Design Services Create Experiences
wwwservicedesign-linzat
Danke Facebook fbcomServiceDesignLinzTwi1048567er sdjlnzEmail jamservicedesign-linzat
Praumlsentationen slidesharenetServiceDesignLinz
copy Alexander Wiethoff 2014
IDEO | observation
traditionalmarket
research
empathicresearch
subjects truth inspiration
()
source [4]
copy Alexander Wiethoff 2014
source [3]
copy Alexander Wiethoff 2014
source [3]
copy Alexander Wiethoff 2014
Research Analysis Concepts Prototypes
Validate Concepts
copy Alexander Wiethoff 2014
short term view
Pathfinder Dreamer
Onlooker Organizer
long term view
low engagement high engagement
source [3]
copy Alexander Wiethoff 2014
Research Analysis Concepts Prototypes
Validate Concepts
copy Alexander Wiethoff 2014
source [3]
copy Alexander Wiethoff 2014
Research Analysis Concepts Prototypes
Validate Concepts
Blueprints
copy Alexander Wiethoff 2014
In the British Standard for Service Design (BS 7000 -3 BS 7000 -10 BS EN ISO 9000) blueprinting is described as the mapping out of a service journey identifying the processes that constitute the service isolating possible fail points and establishing the time frame for the journey We interpret this in a much broader sense We look at it as an experience map which covers both the service elements as well as the product interactions
Definition
source [2]
copy Alexander Wiethoff 2014
What is an Experience Blueprint
An experience blueprint is a diagrammatic representation of the user journey that maps processes touch points people and support activities involved in creating the experience It helps in visualizing the correlation between the front stage (user end) and the back stage (provider end) It also helps to interconnect the tangible elements with intangible and deal with them more objectively
source [2]
copy Alexander Wiethoff 2014
History and Use
Blueprinting services was pioneered by G Lynn Shostack former VP of Citibank in the 1980rsquos as a way to plan the cost and revenue associated with operating a service Ever since it has been interpreted in many different ways and used by many leading design and management consultancies
source [2]
copy Alexander Wiethoff 2014
TimeEntry Exit
Front Stage
Back Stage
User Journey
Support Processes
User Touch points
Provider Touch points
source [2]
copy Alexander Wiethoff 2014
Touch Points
User Actions
Line of interaction
Line of visibility
Backstage activity
Line of internal interaction
Support process Stake Holders
source [2]
copy Alexander Wiethoff 2014
source [2]
copy Alexander Wiethoff 2014
Sketching a Service Blueprint
source [2]
copy Alexander Wiethoff 2014
Sketching a Stakeholder Map
source [2]
copy Alexander Wiethoff 2014
The Purpose of User Studies
Research Aims Reliability Validity and Generalizability
Research Methods and Experimental Designs
Ethical Considerations
HCI-related and practical information for your own studies
Interpretation of Data and Presentation of Results
source [3]
copy Alexander Wiethoff 2014
The Purpose of User Studies
Research Aims Reliability Validity and Generalizability
Research Methods and Experimental Designs
Ethical Considerations
HCI-related and practical information for your own studies
Interpretation of Data and Presentation of Results
source [3]
copy Alexander Wiethoff 2014
httpadaptivepathcomuploadsarchiveblogwp-contentuploads200903stspanel_service_blueprintpng
Refined Service Blueprint
60
References (Books) [1] Buxton W Sketching User Experiences Morgan Kaufmann 2007 [2] Copenhagen Institute of Interaction Design Service Design Workshop 2008 [3] Moggridge B Designing Interactions MIT Press 2006 [4] Rogers Y Preece J amp Sharp H Interaction Design Wiley amp Sons 2011 [5] Saffer D Designing for Interaction New Riders 2009
Design Services Create Experiences
wwwservicedesign-linzat
Danke Facebook fbcomServiceDesignLinzTwi1048567er sdjlnzEmail jamservicedesign-linzat
Praumlsentationen slidesharenetServiceDesignLinz
copy Alexander Wiethoff 2014
source [3]
copy Alexander Wiethoff 2014
source [3]
copy Alexander Wiethoff 2014
Research Analysis Concepts Prototypes
Validate Concepts
copy Alexander Wiethoff 2014
short term view
Pathfinder Dreamer
Onlooker Organizer
long term view
low engagement high engagement
source [3]
copy Alexander Wiethoff 2014
Research Analysis Concepts Prototypes
Validate Concepts
copy Alexander Wiethoff 2014
source [3]
copy Alexander Wiethoff 2014
Research Analysis Concepts Prototypes
Validate Concepts
Blueprints
copy Alexander Wiethoff 2014
In the British Standard for Service Design (BS 7000 -3 BS 7000 -10 BS EN ISO 9000) blueprinting is described as the mapping out of a service journey identifying the processes that constitute the service isolating possible fail points and establishing the time frame for the journey We interpret this in a much broader sense We look at it as an experience map which covers both the service elements as well as the product interactions
Definition
source [2]
copy Alexander Wiethoff 2014
What is an Experience Blueprint
An experience blueprint is a diagrammatic representation of the user journey that maps processes touch points people and support activities involved in creating the experience It helps in visualizing the correlation between the front stage (user end) and the back stage (provider end) It also helps to interconnect the tangible elements with intangible and deal with them more objectively
source [2]
copy Alexander Wiethoff 2014
History and Use
Blueprinting services was pioneered by G Lynn Shostack former VP of Citibank in the 1980rsquos as a way to plan the cost and revenue associated with operating a service Ever since it has been interpreted in many different ways and used by many leading design and management consultancies
source [2]
copy Alexander Wiethoff 2014
TimeEntry Exit
Front Stage
Back Stage
User Journey
Support Processes
User Touch points
Provider Touch points
source [2]
copy Alexander Wiethoff 2014
Touch Points
User Actions
Line of interaction
Line of visibility
Backstage activity
Line of internal interaction
Support process Stake Holders
source [2]
copy Alexander Wiethoff 2014
source [2]
copy Alexander Wiethoff 2014
Sketching a Service Blueprint
source [2]
copy Alexander Wiethoff 2014
Sketching a Stakeholder Map
source [2]
copy Alexander Wiethoff 2014
The Purpose of User Studies
Research Aims Reliability Validity and Generalizability
Research Methods and Experimental Designs
Ethical Considerations
HCI-related and practical information for your own studies
Interpretation of Data and Presentation of Results
source [3]
copy Alexander Wiethoff 2014
The Purpose of User Studies
Research Aims Reliability Validity and Generalizability
Research Methods and Experimental Designs
Ethical Considerations
HCI-related and practical information for your own studies
Interpretation of Data and Presentation of Results
source [3]
copy Alexander Wiethoff 2014
httpadaptivepathcomuploadsarchiveblogwp-contentuploads200903stspanel_service_blueprintpng
Refined Service Blueprint
60
References (Books) [1] Buxton W Sketching User Experiences Morgan Kaufmann 2007 [2] Copenhagen Institute of Interaction Design Service Design Workshop 2008 [3] Moggridge B Designing Interactions MIT Press 2006 [4] Rogers Y Preece J amp Sharp H Interaction Design Wiley amp Sons 2011 [5] Saffer D Designing for Interaction New Riders 2009
Design Services Create Experiences
wwwservicedesign-linzat
Danke Facebook fbcomServiceDesignLinzTwi1048567er sdjlnzEmail jamservicedesign-linzat
Praumlsentationen slidesharenetServiceDesignLinz
copy Alexander Wiethoff 2014
source [3]
copy Alexander Wiethoff 2014
Research Analysis Concepts Prototypes
Validate Concepts
copy Alexander Wiethoff 2014
short term view
Pathfinder Dreamer
Onlooker Organizer
long term view
low engagement high engagement
source [3]
copy Alexander Wiethoff 2014
Research Analysis Concepts Prototypes
Validate Concepts
copy Alexander Wiethoff 2014
source [3]
copy Alexander Wiethoff 2014
Research Analysis Concepts Prototypes
Validate Concepts
Blueprints
copy Alexander Wiethoff 2014
In the British Standard for Service Design (BS 7000 -3 BS 7000 -10 BS EN ISO 9000) blueprinting is described as the mapping out of a service journey identifying the processes that constitute the service isolating possible fail points and establishing the time frame for the journey We interpret this in a much broader sense We look at it as an experience map which covers both the service elements as well as the product interactions
Definition
source [2]
copy Alexander Wiethoff 2014
What is an Experience Blueprint
An experience blueprint is a diagrammatic representation of the user journey that maps processes touch points people and support activities involved in creating the experience It helps in visualizing the correlation between the front stage (user end) and the back stage (provider end) It also helps to interconnect the tangible elements with intangible and deal with them more objectively
source [2]
copy Alexander Wiethoff 2014
History and Use
Blueprinting services was pioneered by G Lynn Shostack former VP of Citibank in the 1980rsquos as a way to plan the cost and revenue associated with operating a service Ever since it has been interpreted in many different ways and used by many leading design and management consultancies
source [2]
copy Alexander Wiethoff 2014
TimeEntry Exit
Front Stage
Back Stage
User Journey
Support Processes
User Touch points
Provider Touch points
source [2]
copy Alexander Wiethoff 2014
Touch Points
User Actions
Line of interaction
Line of visibility
Backstage activity
Line of internal interaction
Support process Stake Holders
source [2]
copy Alexander Wiethoff 2014
source [2]
copy Alexander Wiethoff 2014
Sketching a Service Blueprint
source [2]
copy Alexander Wiethoff 2014
Sketching a Stakeholder Map
source [2]
copy Alexander Wiethoff 2014
The Purpose of User Studies
Research Aims Reliability Validity and Generalizability
Research Methods and Experimental Designs
Ethical Considerations
HCI-related and practical information for your own studies
Interpretation of Data and Presentation of Results
source [3]
copy Alexander Wiethoff 2014
The Purpose of User Studies
Research Aims Reliability Validity and Generalizability
Research Methods and Experimental Designs
Ethical Considerations
HCI-related and practical information for your own studies
Interpretation of Data and Presentation of Results
source [3]
copy Alexander Wiethoff 2014
httpadaptivepathcomuploadsarchiveblogwp-contentuploads200903stspanel_service_blueprintpng
Refined Service Blueprint
60
References (Books) [1] Buxton W Sketching User Experiences Morgan Kaufmann 2007 [2] Copenhagen Institute of Interaction Design Service Design Workshop 2008 [3] Moggridge B Designing Interactions MIT Press 2006 [4] Rogers Y Preece J amp Sharp H Interaction Design Wiley amp Sons 2011 [5] Saffer D Designing for Interaction New Riders 2009
Design Services Create Experiences
wwwservicedesign-linzat
Danke Facebook fbcomServiceDesignLinzTwi1048567er sdjlnzEmail jamservicedesign-linzat
Praumlsentationen slidesharenetServiceDesignLinz
copy Alexander Wiethoff 2014
Research Analysis Concepts Prototypes
Validate Concepts
copy Alexander Wiethoff 2014
short term view
Pathfinder Dreamer
Onlooker Organizer
long term view
low engagement high engagement
source [3]
copy Alexander Wiethoff 2014
Research Analysis Concepts Prototypes
Validate Concepts
copy Alexander Wiethoff 2014
source [3]
copy Alexander Wiethoff 2014
Research Analysis Concepts Prototypes
Validate Concepts
Blueprints
copy Alexander Wiethoff 2014
In the British Standard for Service Design (BS 7000 -3 BS 7000 -10 BS EN ISO 9000) blueprinting is described as the mapping out of a service journey identifying the processes that constitute the service isolating possible fail points and establishing the time frame for the journey We interpret this in a much broader sense We look at it as an experience map which covers both the service elements as well as the product interactions
Definition
source [2]
copy Alexander Wiethoff 2014
What is an Experience Blueprint
An experience blueprint is a diagrammatic representation of the user journey that maps processes touch points people and support activities involved in creating the experience It helps in visualizing the correlation between the front stage (user end) and the back stage (provider end) It also helps to interconnect the tangible elements with intangible and deal with them more objectively
source [2]
copy Alexander Wiethoff 2014
History and Use
Blueprinting services was pioneered by G Lynn Shostack former VP of Citibank in the 1980rsquos as a way to plan the cost and revenue associated with operating a service Ever since it has been interpreted in many different ways and used by many leading design and management consultancies
source [2]
copy Alexander Wiethoff 2014
TimeEntry Exit
Front Stage
Back Stage
User Journey
Support Processes
User Touch points
Provider Touch points
source [2]
copy Alexander Wiethoff 2014
Touch Points
User Actions
Line of interaction
Line of visibility
Backstage activity
Line of internal interaction
Support process Stake Holders
source [2]
copy Alexander Wiethoff 2014
source [2]
copy Alexander Wiethoff 2014
Sketching a Service Blueprint
source [2]
copy Alexander Wiethoff 2014
Sketching a Stakeholder Map
source [2]
copy Alexander Wiethoff 2014
The Purpose of User Studies
Research Aims Reliability Validity and Generalizability
Research Methods and Experimental Designs
Ethical Considerations
HCI-related and practical information for your own studies
Interpretation of Data and Presentation of Results
source [3]
copy Alexander Wiethoff 2014
The Purpose of User Studies
Research Aims Reliability Validity and Generalizability
Research Methods and Experimental Designs
Ethical Considerations
HCI-related and practical information for your own studies
Interpretation of Data and Presentation of Results
source [3]
copy Alexander Wiethoff 2014
httpadaptivepathcomuploadsarchiveblogwp-contentuploads200903stspanel_service_blueprintpng
Refined Service Blueprint
60
References (Books) [1] Buxton W Sketching User Experiences Morgan Kaufmann 2007 [2] Copenhagen Institute of Interaction Design Service Design Workshop 2008 [3] Moggridge B Designing Interactions MIT Press 2006 [4] Rogers Y Preece J amp Sharp H Interaction Design Wiley amp Sons 2011 [5] Saffer D Designing for Interaction New Riders 2009
Design Services Create Experiences
wwwservicedesign-linzat
Danke Facebook fbcomServiceDesignLinzTwi1048567er sdjlnzEmail jamservicedesign-linzat
Praumlsentationen slidesharenetServiceDesignLinz
copy Alexander Wiethoff 2014
short term view
Pathfinder Dreamer
Onlooker Organizer
long term view
low engagement high engagement
source [3]
copy Alexander Wiethoff 2014
Research Analysis Concepts Prototypes
Validate Concepts
copy Alexander Wiethoff 2014
source [3]
copy Alexander Wiethoff 2014
Research Analysis Concepts Prototypes
Validate Concepts
Blueprints
copy Alexander Wiethoff 2014
In the British Standard for Service Design (BS 7000 -3 BS 7000 -10 BS EN ISO 9000) blueprinting is described as the mapping out of a service journey identifying the processes that constitute the service isolating possible fail points and establishing the time frame for the journey We interpret this in a much broader sense We look at it as an experience map which covers both the service elements as well as the product interactions
Definition
source [2]
copy Alexander Wiethoff 2014
What is an Experience Blueprint
An experience blueprint is a diagrammatic representation of the user journey that maps processes touch points people and support activities involved in creating the experience It helps in visualizing the correlation between the front stage (user end) and the back stage (provider end) It also helps to interconnect the tangible elements with intangible and deal with them more objectively
source [2]
copy Alexander Wiethoff 2014
History and Use
Blueprinting services was pioneered by G Lynn Shostack former VP of Citibank in the 1980rsquos as a way to plan the cost and revenue associated with operating a service Ever since it has been interpreted in many different ways and used by many leading design and management consultancies
source [2]
copy Alexander Wiethoff 2014
TimeEntry Exit
Front Stage
Back Stage
User Journey
Support Processes
User Touch points
Provider Touch points
source [2]
copy Alexander Wiethoff 2014
Touch Points
User Actions
Line of interaction
Line of visibility
Backstage activity
Line of internal interaction
Support process Stake Holders
source [2]
copy Alexander Wiethoff 2014
source [2]
copy Alexander Wiethoff 2014
Sketching a Service Blueprint
source [2]
copy Alexander Wiethoff 2014
Sketching a Stakeholder Map
source [2]
copy Alexander Wiethoff 2014
The Purpose of User Studies
Research Aims Reliability Validity and Generalizability
Research Methods and Experimental Designs
Ethical Considerations
HCI-related and practical information for your own studies
Interpretation of Data and Presentation of Results
source [3]
copy Alexander Wiethoff 2014
The Purpose of User Studies
Research Aims Reliability Validity and Generalizability
Research Methods and Experimental Designs
Ethical Considerations
HCI-related and practical information for your own studies
Interpretation of Data and Presentation of Results
source [3]
copy Alexander Wiethoff 2014
httpadaptivepathcomuploadsarchiveblogwp-contentuploads200903stspanel_service_blueprintpng
Refined Service Blueprint
60
References (Books) [1] Buxton W Sketching User Experiences Morgan Kaufmann 2007 [2] Copenhagen Institute of Interaction Design Service Design Workshop 2008 [3] Moggridge B Designing Interactions MIT Press 2006 [4] Rogers Y Preece J amp Sharp H Interaction Design Wiley amp Sons 2011 [5] Saffer D Designing for Interaction New Riders 2009
Design Services Create Experiences
wwwservicedesign-linzat
Danke Facebook fbcomServiceDesignLinzTwi1048567er sdjlnzEmail jamservicedesign-linzat
Praumlsentationen slidesharenetServiceDesignLinz
copy Alexander Wiethoff 2014
Research Analysis Concepts Prototypes
Validate Concepts
copy Alexander Wiethoff 2014
source [3]
copy Alexander Wiethoff 2014
Research Analysis Concepts Prototypes
Validate Concepts
Blueprints
copy Alexander Wiethoff 2014
In the British Standard for Service Design (BS 7000 -3 BS 7000 -10 BS EN ISO 9000) blueprinting is described as the mapping out of a service journey identifying the processes that constitute the service isolating possible fail points and establishing the time frame for the journey We interpret this in a much broader sense We look at it as an experience map which covers both the service elements as well as the product interactions
Definition
source [2]
copy Alexander Wiethoff 2014
What is an Experience Blueprint
An experience blueprint is a diagrammatic representation of the user journey that maps processes touch points people and support activities involved in creating the experience It helps in visualizing the correlation between the front stage (user end) and the back stage (provider end) It also helps to interconnect the tangible elements with intangible and deal with them more objectively
source [2]
copy Alexander Wiethoff 2014
History and Use
Blueprinting services was pioneered by G Lynn Shostack former VP of Citibank in the 1980rsquos as a way to plan the cost and revenue associated with operating a service Ever since it has been interpreted in many different ways and used by many leading design and management consultancies
source [2]
copy Alexander Wiethoff 2014
TimeEntry Exit
Front Stage
Back Stage
User Journey
Support Processes
User Touch points
Provider Touch points
source [2]
copy Alexander Wiethoff 2014
Touch Points
User Actions
Line of interaction
Line of visibility
Backstage activity
Line of internal interaction
Support process Stake Holders
source [2]
copy Alexander Wiethoff 2014
source [2]
copy Alexander Wiethoff 2014
Sketching a Service Blueprint
source [2]
copy Alexander Wiethoff 2014
Sketching a Stakeholder Map
source [2]
copy Alexander Wiethoff 2014
The Purpose of User Studies
Research Aims Reliability Validity and Generalizability
Research Methods and Experimental Designs
Ethical Considerations
HCI-related and practical information for your own studies
Interpretation of Data and Presentation of Results
source [3]
copy Alexander Wiethoff 2014
The Purpose of User Studies
Research Aims Reliability Validity and Generalizability
Research Methods and Experimental Designs
Ethical Considerations
HCI-related and practical information for your own studies
Interpretation of Data and Presentation of Results
source [3]
copy Alexander Wiethoff 2014
httpadaptivepathcomuploadsarchiveblogwp-contentuploads200903stspanel_service_blueprintpng
Refined Service Blueprint
60
References (Books) [1] Buxton W Sketching User Experiences Morgan Kaufmann 2007 [2] Copenhagen Institute of Interaction Design Service Design Workshop 2008 [3] Moggridge B Designing Interactions MIT Press 2006 [4] Rogers Y Preece J amp Sharp H Interaction Design Wiley amp Sons 2011 [5] Saffer D Designing for Interaction New Riders 2009
Design Services Create Experiences
wwwservicedesign-linzat
Danke Facebook fbcomServiceDesignLinzTwi1048567er sdjlnzEmail jamservicedesign-linzat
Praumlsentationen slidesharenetServiceDesignLinz
copy Alexander Wiethoff 2014
source [3]
copy Alexander Wiethoff 2014
Research Analysis Concepts Prototypes
Validate Concepts
Blueprints
copy Alexander Wiethoff 2014
In the British Standard for Service Design (BS 7000 -3 BS 7000 -10 BS EN ISO 9000) blueprinting is described as the mapping out of a service journey identifying the processes that constitute the service isolating possible fail points and establishing the time frame for the journey We interpret this in a much broader sense We look at it as an experience map which covers both the service elements as well as the product interactions
Definition
source [2]
copy Alexander Wiethoff 2014
What is an Experience Blueprint
An experience blueprint is a diagrammatic representation of the user journey that maps processes touch points people and support activities involved in creating the experience It helps in visualizing the correlation between the front stage (user end) and the back stage (provider end) It also helps to interconnect the tangible elements with intangible and deal with them more objectively
source [2]
copy Alexander Wiethoff 2014
History and Use
Blueprinting services was pioneered by G Lynn Shostack former VP of Citibank in the 1980rsquos as a way to plan the cost and revenue associated with operating a service Ever since it has been interpreted in many different ways and used by many leading design and management consultancies
source [2]
copy Alexander Wiethoff 2014
TimeEntry Exit
Front Stage
Back Stage
User Journey
Support Processes
User Touch points
Provider Touch points
source [2]
copy Alexander Wiethoff 2014
Touch Points
User Actions
Line of interaction
Line of visibility
Backstage activity
Line of internal interaction
Support process Stake Holders
source [2]
copy Alexander Wiethoff 2014
source [2]
copy Alexander Wiethoff 2014
Sketching a Service Blueprint
source [2]
copy Alexander Wiethoff 2014
Sketching a Stakeholder Map
source [2]
copy Alexander Wiethoff 2014
The Purpose of User Studies
Research Aims Reliability Validity and Generalizability
Research Methods and Experimental Designs
Ethical Considerations
HCI-related and practical information for your own studies
Interpretation of Data and Presentation of Results
source [3]
copy Alexander Wiethoff 2014
The Purpose of User Studies
Research Aims Reliability Validity and Generalizability
Research Methods and Experimental Designs
Ethical Considerations
HCI-related and practical information for your own studies
Interpretation of Data and Presentation of Results
source [3]
copy Alexander Wiethoff 2014
httpadaptivepathcomuploadsarchiveblogwp-contentuploads200903stspanel_service_blueprintpng
Refined Service Blueprint
60
References (Books) [1] Buxton W Sketching User Experiences Morgan Kaufmann 2007 [2] Copenhagen Institute of Interaction Design Service Design Workshop 2008 [3] Moggridge B Designing Interactions MIT Press 2006 [4] Rogers Y Preece J amp Sharp H Interaction Design Wiley amp Sons 2011 [5] Saffer D Designing for Interaction New Riders 2009
Design Services Create Experiences
wwwservicedesign-linzat
Danke Facebook fbcomServiceDesignLinzTwi1048567er sdjlnzEmail jamservicedesign-linzat
Praumlsentationen slidesharenetServiceDesignLinz
copy Alexander Wiethoff 2014
Research Analysis Concepts Prototypes
Validate Concepts
Blueprints
copy Alexander Wiethoff 2014
In the British Standard for Service Design (BS 7000 -3 BS 7000 -10 BS EN ISO 9000) blueprinting is described as the mapping out of a service journey identifying the processes that constitute the service isolating possible fail points and establishing the time frame for the journey We interpret this in a much broader sense We look at it as an experience map which covers both the service elements as well as the product interactions
Definition
source [2]
copy Alexander Wiethoff 2014
What is an Experience Blueprint
An experience blueprint is a diagrammatic representation of the user journey that maps processes touch points people and support activities involved in creating the experience It helps in visualizing the correlation between the front stage (user end) and the back stage (provider end) It also helps to interconnect the tangible elements with intangible and deal with them more objectively
source [2]
copy Alexander Wiethoff 2014
History and Use
Blueprinting services was pioneered by G Lynn Shostack former VP of Citibank in the 1980rsquos as a way to plan the cost and revenue associated with operating a service Ever since it has been interpreted in many different ways and used by many leading design and management consultancies
source [2]
copy Alexander Wiethoff 2014
TimeEntry Exit
Front Stage
Back Stage
User Journey
Support Processes
User Touch points
Provider Touch points
source [2]
copy Alexander Wiethoff 2014
Touch Points
User Actions
Line of interaction
Line of visibility
Backstage activity
Line of internal interaction
Support process Stake Holders
source [2]
copy Alexander Wiethoff 2014
source [2]
copy Alexander Wiethoff 2014
Sketching a Service Blueprint
source [2]
copy Alexander Wiethoff 2014
Sketching a Stakeholder Map
source [2]
copy Alexander Wiethoff 2014
The Purpose of User Studies
Research Aims Reliability Validity and Generalizability
Research Methods and Experimental Designs
Ethical Considerations
HCI-related and practical information for your own studies
Interpretation of Data and Presentation of Results
source [3]
copy Alexander Wiethoff 2014
The Purpose of User Studies
Research Aims Reliability Validity and Generalizability
Research Methods and Experimental Designs
Ethical Considerations
HCI-related and practical information for your own studies
Interpretation of Data and Presentation of Results
source [3]
copy Alexander Wiethoff 2014
httpadaptivepathcomuploadsarchiveblogwp-contentuploads200903stspanel_service_blueprintpng
Refined Service Blueprint
60
References (Books) [1] Buxton W Sketching User Experiences Morgan Kaufmann 2007 [2] Copenhagen Institute of Interaction Design Service Design Workshop 2008 [3] Moggridge B Designing Interactions MIT Press 2006 [4] Rogers Y Preece J amp Sharp H Interaction Design Wiley amp Sons 2011 [5] Saffer D Designing for Interaction New Riders 2009
Design Services Create Experiences
wwwservicedesign-linzat
Danke Facebook fbcomServiceDesignLinzTwi1048567er sdjlnzEmail jamservicedesign-linzat
Praumlsentationen slidesharenetServiceDesignLinz
copy Alexander Wiethoff 2014
In the British Standard for Service Design (BS 7000 -3 BS 7000 -10 BS EN ISO 9000) blueprinting is described as the mapping out of a service journey identifying the processes that constitute the service isolating possible fail points and establishing the time frame for the journey We interpret this in a much broader sense We look at it as an experience map which covers both the service elements as well as the product interactions
Definition
source [2]
copy Alexander Wiethoff 2014
What is an Experience Blueprint
An experience blueprint is a diagrammatic representation of the user journey that maps processes touch points people and support activities involved in creating the experience It helps in visualizing the correlation between the front stage (user end) and the back stage (provider end) It also helps to interconnect the tangible elements with intangible and deal with them more objectively
source [2]
copy Alexander Wiethoff 2014
History and Use
Blueprinting services was pioneered by G Lynn Shostack former VP of Citibank in the 1980rsquos as a way to plan the cost and revenue associated with operating a service Ever since it has been interpreted in many different ways and used by many leading design and management consultancies
source [2]
copy Alexander Wiethoff 2014
TimeEntry Exit
Front Stage
Back Stage
User Journey
Support Processes
User Touch points
Provider Touch points
source [2]
copy Alexander Wiethoff 2014
Touch Points
User Actions
Line of interaction
Line of visibility
Backstage activity
Line of internal interaction
Support process Stake Holders
source [2]
copy Alexander Wiethoff 2014
source [2]
copy Alexander Wiethoff 2014
Sketching a Service Blueprint
source [2]
copy Alexander Wiethoff 2014
Sketching a Stakeholder Map
source [2]
copy Alexander Wiethoff 2014
The Purpose of User Studies
Research Aims Reliability Validity and Generalizability
Research Methods and Experimental Designs
Ethical Considerations
HCI-related and practical information for your own studies
Interpretation of Data and Presentation of Results
source [3]
copy Alexander Wiethoff 2014
The Purpose of User Studies
Research Aims Reliability Validity and Generalizability
Research Methods and Experimental Designs
Ethical Considerations
HCI-related and practical information for your own studies
Interpretation of Data and Presentation of Results
source [3]
copy Alexander Wiethoff 2014
httpadaptivepathcomuploadsarchiveblogwp-contentuploads200903stspanel_service_blueprintpng
Refined Service Blueprint
60
References (Books) [1] Buxton W Sketching User Experiences Morgan Kaufmann 2007 [2] Copenhagen Institute of Interaction Design Service Design Workshop 2008 [3] Moggridge B Designing Interactions MIT Press 2006 [4] Rogers Y Preece J amp Sharp H Interaction Design Wiley amp Sons 2011 [5] Saffer D Designing for Interaction New Riders 2009
Design Services Create Experiences
wwwservicedesign-linzat
Danke Facebook fbcomServiceDesignLinzTwi1048567er sdjlnzEmail jamservicedesign-linzat
Praumlsentationen slidesharenetServiceDesignLinz
copy Alexander Wiethoff 2014
What is an Experience Blueprint
An experience blueprint is a diagrammatic representation of the user journey that maps processes touch points people and support activities involved in creating the experience It helps in visualizing the correlation between the front stage (user end) and the back stage (provider end) It also helps to interconnect the tangible elements with intangible and deal with them more objectively
source [2]
copy Alexander Wiethoff 2014
History and Use
Blueprinting services was pioneered by G Lynn Shostack former VP of Citibank in the 1980rsquos as a way to plan the cost and revenue associated with operating a service Ever since it has been interpreted in many different ways and used by many leading design and management consultancies
source [2]
copy Alexander Wiethoff 2014
TimeEntry Exit
Front Stage
Back Stage
User Journey
Support Processes
User Touch points
Provider Touch points
source [2]
copy Alexander Wiethoff 2014
Touch Points
User Actions
Line of interaction
Line of visibility
Backstage activity
Line of internal interaction
Support process Stake Holders
source [2]
copy Alexander Wiethoff 2014
source [2]
copy Alexander Wiethoff 2014
Sketching a Service Blueprint
source [2]
copy Alexander Wiethoff 2014
Sketching a Stakeholder Map
source [2]
copy Alexander Wiethoff 2014
The Purpose of User Studies
Research Aims Reliability Validity and Generalizability
Research Methods and Experimental Designs
Ethical Considerations
HCI-related and practical information for your own studies
Interpretation of Data and Presentation of Results
source [3]
copy Alexander Wiethoff 2014
The Purpose of User Studies
Research Aims Reliability Validity and Generalizability
Research Methods and Experimental Designs
Ethical Considerations
HCI-related and practical information for your own studies
Interpretation of Data and Presentation of Results
source [3]
copy Alexander Wiethoff 2014
httpadaptivepathcomuploadsarchiveblogwp-contentuploads200903stspanel_service_blueprintpng
Refined Service Blueprint
60
References (Books) [1] Buxton W Sketching User Experiences Morgan Kaufmann 2007 [2] Copenhagen Institute of Interaction Design Service Design Workshop 2008 [3] Moggridge B Designing Interactions MIT Press 2006 [4] Rogers Y Preece J amp Sharp H Interaction Design Wiley amp Sons 2011 [5] Saffer D Designing for Interaction New Riders 2009
Design Services Create Experiences
wwwservicedesign-linzat
Danke Facebook fbcomServiceDesignLinzTwi1048567er sdjlnzEmail jamservicedesign-linzat
Praumlsentationen slidesharenetServiceDesignLinz
copy Alexander Wiethoff 2014
History and Use
Blueprinting services was pioneered by G Lynn Shostack former VP of Citibank in the 1980rsquos as a way to plan the cost and revenue associated with operating a service Ever since it has been interpreted in many different ways and used by many leading design and management consultancies
source [2]
copy Alexander Wiethoff 2014
TimeEntry Exit
Front Stage
Back Stage
User Journey
Support Processes
User Touch points
Provider Touch points
source [2]
copy Alexander Wiethoff 2014
Touch Points
User Actions
Line of interaction
Line of visibility
Backstage activity
Line of internal interaction
Support process Stake Holders
source [2]
copy Alexander Wiethoff 2014
source [2]
copy Alexander Wiethoff 2014
Sketching a Service Blueprint
source [2]
copy Alexander Wiethoff 2014
Sketching a Stakeholder Map
source [2]
copy Alexander Wiethoff 2014
The Purpose of User Studies
Research Aims Reliability Validity and Generalizability
Research Methods and Experimental Designs
Ethical Considerations
HCI-related and practical information for your own studies
Interpretation of Data and Presentation of Results
source [3]
copy Alexander Wiethoff 2014
The Purpose of User Studies
Research Aims Reliability Validity and Generalizability
Research Methods and Experimental Designs
Ethical Considerations
HCI-related and practical information for your own studies
Interpretation of Data and Presentation of Results
source [3]
copy Alexander Wiethoff 2014
httpadaptivepathcomuploadsarchiveblogwp-contentuploads200903stspanel_service_blueprintpng
Refined Service Blueprint
60
References (Books) [1] Buxton W Sketching User Experiences Morgan Kaufmann 2007 [2] Copenhagen Institute of Interaction Design Service Design Workshop 2008 [3] Moggridge B Designing Interactions MIT Press 2006 [4] Rogers Y Preece J amp Sharp H Interaction Design Wiley amp Sons 2011 [5] Saffer D Designing for Interaction New Riders 2009
Design Services Create Experiences
wwwservicedesign-linzat
Danke Facebook fbcomServiceDesignLinzTwi1048567er sdjlnzEmail jamservicedesign-linzat
Praumlsentationen slidesharenetServiceDesignLinz
copy Alexander Wiethoff 2014
TimeEntry Exit
Front Stage
Back Stage
User Journey
Support Processes
User Touch points
Provider Touch points
source [2]
copy Alexander Wiethoff 2014
Touch Points
User Actions
Line of interaction
Line of visibility
Backstage activity
Line of internal interaction
Support process Stake Holders
source [2]
copy Alexander Wiethoff 2014
source [2]
copy Alexander Wiethoff 2014
Sketching a Service Blueprint
source [2]
copy Alexander Wiethoff 2014
Sketching a Stakeholder Map
source [2]
copy Alexander Wiethoff 2014
The Purpose of User Studies
Research Aims Reliability Validity and Generalizability
Research Methods and Experimental Designs
Ethical Considerations
HCI-related and practical information for your own studies
Interpretation of Data and Presentation of Results
source [3]
copy Alexander Wiethoff 2014
The Purpose of User Studies
Research Aims Reliability Validity and Generalizability
Research Methods and Experimental Designs
Ethical Considerations
HCI-related and practical information for your own studies
Interpretation of Data and Presentation of Results
source [3]
copy Alexander Wiethoff 2014
httpadaptivepathcomuploadsarchiveblogwp-contentuploads200903stspanel_service_blueprintpng
Refined Service Blueprint
60
References (Books) [1] Buxton W Sketching User Experiences Morgan Kaufmann 2007 [2] Copenhagen Institute of Interaction Design Service Design Workshop 2008 [3] Moggridge B Designing Interactions MIT Press 2006 [4] Rogers Y Preece J amp Sharp H Interaction Design Wiley amp Sons 2011 [5] Saffer D Designing for Interaction New Riders 2009
Design Services Create Experiences
wwwservicedesign-linzat
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Praumlsentationen slidesharenetServiceDesignLinz
copy Alexander Wiethoff 2014
Touch Points
User Actions
Line of interaction
Line of visibility
Backstage activity
Line of internal interaction
Support process Stake Holders
source [2]
copy Alexander Wiethoff 2014
source [2]
copy Alexander Wiethoff 2014
Sketching a Service Blueprint
source [2]
copy Alexander Wiethoff 2014
Sketching a Stakeholder Map
source [2]
copy Alexander Wiethoff 2014
The Purpose of User Studies
Research Aims Reliability Validity and Generalizability
Research Methods and Experimental Designs
Ethical Considerations
HCI-related and practical information for your own studies
Interpretation of Data and Presentation of Results
source [3]
copy Alexander Wiethoff 2014
The Purpose of User Studies
Research Aims Reliability Validity and Generalizability
Research Methods and Experimental Designs
Ethical Considerations
HCI-related and practical information for your own studies
Interpretation of Data and Presentation of Results
source [3]
copy Alexander Wiethoff 2014
httpadaptivepathcomuploadsarchiveblogwp-contentuploads200903stspanel_service_blueprintpng
Refined Service Blueprint
60
References (Books) [1] Buxton W Sketching User Experiences Morgan Kaufmann 2007 [2] Copenhagen Institute of Interaction Design Service Design Workshop 2008 [3] Moggridge B Designing Interactions MIT Press 2006 [4] Rogers Y Preece J amp Sharp H Interaction Design Wiley amp Sons 2011 [5] Saffer D Designing for Interaction New Riders 2009
Design Services Create Experiences
wwwservicedesign-linzat
Danke Facebook fbcomServiceDesignLinzTwi1048567er sdjlnzEmail jamservicedesign-linzat
Praumlsentationen slidesharenetServiceDesignLinz
copy Alexander Wiethoff 2014
source [2]
copy Alexander Wiethoff 2014
Sketching a Service Blueprint
source [2]
copy Alexander Wiethoff 2014
Sketching a Stakeholder Map
source [2]
copy Alexander Wiethoff 2014
The Purpose of User Studies
Research Aims Reliability Validity and Generalizability
Research Methods and Experimental Designs
Ethical Considerations
HCI-related and practical information for your own studies
Interpretation of Data and Presentation of Results
source [3]
copy Alexander Wiethoff 2014
The Purpose of User Studies
Research Aims Reliability Validity and Generalizability
Research Methods and Experimental Designs
Ethical Considerations
HCI-related and practical information for your own studies
Interpretation of Data and Presentation of Results
source [3]
copy Alexander Wiethoff 2014
httpadaptivepathcomuploadsarchiveblogwp-contentuploads200903stspanel_service_blueprintpng
Refined Service Blueprint
60
References (Books) [1] Buxton W Sketching User Experiences Morgan Kaufmann 2007 [2] Copenhagen Institute of Interaction Design Service Design Workshop 2008 [3] Moggridge B Designing Interactions MIT Press 2006 [4] Rogers Y Preece J amp Sharp H Interaction Design Wiley amp Sons 2011 [5] Saffer D Designing for Interaction New Riders 2009
Design Services Create Experiences
wwwservicedesign-linzat
Danke Facebook fbcomServiceDesignLinzTwi1048567er sdjlnzEmail jamservicedesign-linzat
Praumlsentationen slidesharenetServiceDesignLinz
copy Alexander Wiethoff 2014
Sketching a Service Blueprint
source [2]
copy Alexander Wiethoff 2014
Sketching a Stakeholder Map
source [2]
copy Alexander Wiethoff 2014
The Purpose of User Studies
Research Aims Reliability Validity and Generalizability
Research Methods and Experimental Designs
Ethical Considerations
HCI-related and practical information for your own studies
Interpretation of Data and Presentation of Results
source [3]
copy Alexander Wiethoff 2014
The Purpose of User Studies
Research Aims Reliability Validity and Generalizability
Research Methods and Experimental Designs
Ethical Considerations
HCI-related and practical information for your own studies
Interpretation of Data and Presentation of Results
source [3]
copy Alexander Wiethoff 2014
httpadaptivepathcomuploadsarchiveblogwp-contentuploads200903stspanel_service_blueprintpng
Refined Service Blueprint
60
References (Books) [1] Buxton W Sketching User Experiences Morgan Kaufmann 2007 [2] Copenhagen Institute of Interaction Design Service Design Workshop 2008 [3] Moggridge B Designing Interactions MIT Press 2006 [4] Rogers Y Preece J amp Sharp H Interaction Design Wiley amp Sons 2011 [5] Saffer D Designing for Interaction New Riders 2009
Design Services Create Experiences
wwwservicedesign-linzat
Danke Facebook fbcomServiceDesignLinzTwi1048567er sdjlnzEmail jamservicedesign-linzat
Praumlsentationen slidesharenetServiceDesignLinz
copy Alexander Wiethoff 2014
Sketching a Stakeholder Map
source [2]
copy Alexander Wiethoff 2014
The Purpose of User Studies
Research Aims Reliability Validity and Generalizability
Research Methods and Experimental Designs
Ethical Considerations
HCI-related and practical information for your own studies
Interpretation of Data and Presentation of Results
source [3]
copy Alexander Wiethoff 2014
The Purpose of User Studies
Research Aims Reliability Validity and Generalizability
Research Methods and Experimental Designs
Ethical Considerations
HCI-related and practical information for your own studies
Interpretation of Data and Presentation of Results
source [3]
copy Alexander Wiethoff 2014
httpadaptivepathcomuploadsarchiveblogwp-contentuploads200903stspanel_service_blueprintpng
Refined Service Blueprint
60
References (Books) [1] Buxton W Sketching User Experiences Morgan Kaufmann 2007 [2] Copenhagen Institute of Interaction Design Service Design Workshop 2008 [3] Moggridge B Designing Interactions MIT Press 2006 [4] Rogers Y Preece J amp Sharp H Interaction Design Wiley amp Sons 2011 [5] Saffer D Designing for Interaction New Riders 2009
Design Services Create Experiences
wwwservicedesign-linzat
Danke Facebook fbcomServiceDesignLinzTwi1048567er sdjlnzEmail jamservicedesign-linzat
Praumlsentationen slidesharenetServiceDesignLinz
copy Alexander Wiethoff 2014
The Purpose of User Studies
Research Aims Reliability Validity and Generalizability
Research Methods and Experimental Designs
Ethical Considerations
HCI-related and practical information for your own studies
Interpretation of Data and Presentation of Results
source [3]
copy Alexander Wiethoff 2014
The Purpose of User Studies
Research Aims Reliability Validity and Generalizability
Research Methods and Experimental Designs
Ethical Considerations
HCI-related and practical information for your own studies
Interpretation of Data and Presentation of Results
source [3]
copy Alexander Wiethoff 2014
httpadaptivepathcomuploadsarchiveblogwp-contentuploads200903stspanel_service_blueprintpng
Refined Service Blueprint
60
References (Books) [1] Buxton W Sketching User Experiences Morgan Kaufmann 2007 [2] Copenhagen Institute of Interaction Design Service Design Workshop 2008 [3] Moggridge B Designing Interactions MIT Press 2006 [4] Rogers Y Preece J amp Sharp H Interaction Design Wiley amp Sons 2011 [5] Saffer D Designing for Interaction New Riders 2009
Design Services Create Experiences
wwwservicedesign-linzat
Danke Facebook fbcomServiceDesignLinzTwi1048567er sdjlnzEmail jamservicedesign-linzat
Praumlsentationen slidesharenetServiceDesignLinz
copy Alexander Wiethoff 2014
The Purpose of User Studies
Research Aims Reliability Validity and Generalizability
Research Methods and Experimental Designs
Ethical Considerations
HCI-related and practical information for your own studies
Interpretation of Data and Presentation of Results
source [3]
copy Alexander Wiethoff 2014
httpadaptivepathcomuploadsarchiveblogwp-contentuploads200903stspanel_service_blueprintpng
Refined Service Blueprint
60
References (Books) [1] Buxton W Sketching User Experiences Morgan Kaufmann 2007 [2] Copenhagen Institute of Interaction Design Service Design Workshop 2008 [3] Moggridge B Designing Interactions MIT Press 2006 [4] Rogers Y Preece J amp Sharp H Interaction Design Wiley amp Sons 2011 [5] Saffer D Designing for Interaction New Riders 2009
Design Services Create Experiences
wwwservicedesign-linzat
Danke Facebook fbcomServiceDesignLinzTwi1048567er sdjlnzEmail jamservicedesign-linzat
Praumlsentationen slidesharenetServiceDesignLinz
copy Alexander Wiethoff 2014
httpadaptivepathcomuploadsarchiveblogwp-contentuploads200903stspanel_service_blueprintpng
Refined Service Blueprint
60
References (Books) [1] Buxton W Sketching User Experiences Morgan Kaufmann 2007 [2] Copenhagen Institute of Interaction Design Service Design Workshop 2008 [3] Moggridge B Designing Interactions MIT Press 2006 [4] Rogers Y Preece J amp Sharp H Interaction Design Wiley amp Sons 2011 [5] Saffer D Designing for Interaction New Riders 2009
Design Services Create Experiences
wwwservicedesign-linzat
Danke Facebook fbcomServiceDesignLinzTwi1048567er sdjlnzEmail jamservicedesign-linzat
Praumlsentationen slidesharenetServiceDesignLinz
60
References (Books) [1] Buxton W Sketching User Experiences Morgan Kaufmann 2007 [2] Copenhagen Institute of Interaction Design Service Design Workshop 2008 [3] Moggridge B Designing Interactions MIT Press 2006 [4] Rogers Y Preece J amp Sharp H Interaction Design Wiley amp Sons 2011 [5] Saffer D Designing for Interaction New Riders 2009
Design Services Create Experiences
wwwservicedesign-linzat
Danke Facebook fbcomServiceDesignLinzTwi1048567er sdjlnzEmail jamservicedesign-linzat
Praumlsentationen slidesharenetServiceDesignLinz