Introduction to Service Blueprint
Platform for action
February 18, 2009
Anders Kjeseth Valdersnes
KONFIDENSIELT live|work nordic AS Anders Kjeseth Valdersnes
February 18, 2009 [Link] anders@[Link]
Why?
KONFIDENSIELT live|work nordic AS Anders Kjeseth Valdersnes 2
[Link] anders@[Link]
A stay in a hotel
KONFIDENSIELT live|work nordic AS Anders Kjeseth Valdersnes 3
September 26, 2012 [Link] anders@[Link]
A stay in a hotel
KONFIDENSIELT live|work nordic AS Anders Kjeseth Valdersnes 4
September 26, 2012 [Link] anders@[Link]
A stay in a hotel
KONFIDENSIELT live|work nordic AS Anders Kjeseth Valdersnes 5
September 26, 2012 [Link] anders@[Link]
A stay in a hotel
KONFIDENSIELT live|work nordic AS Anders Kjeseth Valdersnes 6
September 26, 2012 [Link] anders@[Link]
‘Designing Services That Deliver’
G. Lynn Shostack, 1984
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September 26, 2012 [Link] anders@[Link]
TIME
LINE OF VISIBILITY
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September 26, 2012 [Link] anders@[Link]
‘Lean consumption’
J. P. Womack and D. T. Jones, 2005
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September 26, 2012 [Link] anders@[Link]
‘Service Blueprinting’
Mary Jo Bitner et al, 2007
KONFIDENSIELT live|work nordic AS Anders Kjeseth Valdersnes 10
September 26, 2012 [Link] anders@[Link]
What is a Service Blueprint?
! service specification for build
! tool for managing service operations
! a shared and visual overview
! putting the users at the core
KONFIDENSIELT live|work nordic AS Anders Kjeseth Valdersnes 11
September 26, 2012 [Link] anders@[Link]
What is a Service Blueprint?
! a map of a User Journey
! phase by phase
! step by step
! a map of Touchpoints
! channel by channel
! touchpoint by touchpoint
! a map of Backstage Processes
! stakeholder by stakeholder
! action by action
KONFIDENSIELT live|work nordic AS Anders Kjeseth Valdersnes 12
September 26, 2012 [Link] anders@[Link]
What is a Service Blueprint?
! a map of a User Journey
! phase by phase
! step by step
! a map of Touchpoints
! channel by channel
! touchpoint by touchpoint
! a map of Backstage Processes
! stakeholder by stakeholder
! action by action
KONFIDENSIELT live|work nordic AS Anders Kjeseth Valdersnes 13
September 26, 2012 [Link] anders@[Link]
What is a Service Blueprint?
! a map of a User Journey
! phase by phase
! step by step
! a map of Touchpoints
! channel by channel
! touchpoint by touchpoint
! a map of Backstage Processes
! stakeholder by stakeholder
! action by action
KONFIDENSIELT live|work nordic AS Anders Kjeseth Valdersnes 14
September 26, 2012 [Link] anders@[Link]
What is a Service Blueprint?
! a map of a User Journey
! phase by phase
! step by step
! a map of Touchpoints
! channel by channel
! touchpoint by touchpoint
! a map of Backstage Processes
! stakeholder by stakeholder
! action by action
KONFIDENSIELT live|work nordic AS Anders Kjeseth Valdersnes 15
September 26, 2012 [Link] anders@[Link]
What is a Service Blueprint?
! a map of a User Journey
! phase by phase
! step by step
! a map of Touchpoints
! channel by channel
! touchpoint by touchpoint
! a map of Backstage Processes
! stakeholder by stakeholder
! action by action
KONFIDENSIELT live|work nordic AS Anders Kjeseth Valdersnes 16
September 26, 2012 [Link] anders@[Link]
What is a Service Blueprint?
! a map of a User Journey
! phase by phase
! step by step
! a map of Touchpoints
! channel by channel
! touchpoint by touchpoint
! a map of Backstage Processes
! stakeholder by stakeholder
! action by action
KONFIDENSIELT live|work nordic AS Anders Kjeseth Valdersnes 17
September 26, 2012 [Link] anders@[Link]
What is a Service Blueprint?
! a map of a User Journey
! phase by phase
! step by step
! a map of Touchpoints
! channel by channel
! touchpoint by touchpoint
! a map of Backstage Processes
! stakeholder by stakeholder
! action by action
KONFIDENSIELT live|work nordic AS Anders Kjeseth Valdersnes 18
September 26, 2012 [Link] anders@[Link]
Examples
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[Link] anders@[Link]
Empowering Young People Portal
KONFIDENSIELT live|work nordic AS Anders Kjeseth Valdersnes
[Link] anders@[Link]
Make it Work
KONFIDENSIELT live|work nordic AS Anders Kjeseth Valdersnes
[Link] anders@[Link]
Make it Work
KONFIDENSIELT live|work nordic AS Anders Kjeseth Valdersnes
[Link] anders@[Link]
Make it Work
KONFIDENSIELT live|work nordic AS Anders Kjeseth Valdersnes
[Link] anders@[Link]
Low Carb Lane
KONFIDENSIELT live|work nordic AS Anders Kjeseth Valdersnes
[Link] anders@[Link]
Low Carb Lane
KONFIDENSIELT live|work nordic AS Anders Kjeseth Valdersnes
[Link] anders@[Link]
Garlands
KONFIDENSIELT live|work nordic AS Anders Kjeseth Valdersnes
[Link] anders@[Link]
Laerdal
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September 26, 2012 [Link] anders@[Link]
Laerdal
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September 26, 2012 [Link] anders@[Link]
anders@[Link]
[Link]
KONFIDENSIELT live|work nordic AS Anders Kjeseth Valdersnes
September 26, 2012 [Link] anders@[Link]
