service blueprinting for convergent channel experiences - ux strat 2013
DESCRIPTION
Presented by EffectiveUI's director of user experience, Dan Saltzman, at UX STRAT, September 2013. The key to sustained success within an omnichannel ecosystem is identifying and articulating the points of crossover and creating strategies to specifically address these moments of opportunity. In this session, Dan Saltzman will present a Service Blueprint Swimlane framework that has been used to help a number of clients create a vision and strategy for engaging customers within and across channels. This framework can be immediately deployed by both internal and external UX/CX professionals to help articulate omnichannel opportunities and to build consensus among teammates and stakeholders in crafting strategy.TRANSCRIPT
Service Blueprinting for Convergent Channel ExperiencesDan Saltzman, Director of User Experience
There is no such thing as starting from scratch.
Service Blueprinting• Visualize current state of
disparate channel experience• Low fidelity / low barrier
to engagement• Maintains customer POV
The Framework
The Tools
WHAT',�!�))�'"'�? WHY?
WHAT TECHNOLOGY?
#1 $People EventsWhat they’re
saying/thinkingWins or
painpointsOpportunities
for ROI
Case Study:
Specialized Cancer Treatment Hospital
Case Study:
Major Retail Bank
Thank You.
Dan Saltzman Director of User Experience@fiveseveneighty
For Service Blueprinting Templates & Resources, please visit:share.effectiveui.com/ServiceBlueprintingwww.slideshare.net/effectiveui