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    The document is an introduction to service blueprinting. It defines a service blueprint as a map that includes a user journey, touchpoints, and backstage processes. It is a tool for managing service operations and providing a shared visual overview with the user experience at the core. Examples of service blueprints for different services are also presented to illustrate what a blueprint looks like.

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    The document is an introduction to service blueprinting. It defines a service blueprint as a map that includes a user journey, touchpoints, and backstage processes. It is a tool for managing service operations and providing a shared visual overview with the user experience at the core. Examples of service blueprints for different services are also presented to illustrate what a blueprint looks like.

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    72 views29 pages

    Livework Introtoblueprints

    Uploaded by

    Jovelyn Manlucob
    The document is an introduction to service blueprinting. It defines a service blueprint as a map that includes a user journey, touchpoints, and backstage processes. It is a tool for managing service operations and providing a shared visual overview with the user experience at the core. Examples of service blueprints for different services are also presented to illustrate what a blueprint looks like.

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    of 29

    Introduction to Service Blueprint

    Platform for action

    February 18, 2009


    Anders Kjeseth Valdersnes

    KONFIDENSIELT live|work nordic AS Anders Kjeseth Valdersnes


    February 18, 2009 www.livework.no anders@livework.co.uk
    Why?

    KONFIDENSIELT live|work nordic AS Anders Kjeseth Valdersnes 2


    www.livework.no anders@livework.co.uk
    A stay in a hotel

    KONFIDENSIELT live|work nordic AS Anders Kjeseth Valdersnes 3


    September 26, 2012 www.livework.no anders@livework.co.uk
    A stay in a hotel

    KONFIDENSIELT live|work nordic AS Anders Kjeseth Valdersnes 4


    September 26, 2012 www.livework.no anders@livework.co.uk
    A stay in a hotel

    KONFIDENSIELT live|work nordic AS Anders Kjeseth Valdersnes 5


    September 26, 2012 www.livework.no anders@livework.co.uk
    A stay in a hotel

    KONFIDENSIELT live|work nordic AS Anders Kjeseth Valdersnes 6


    September 26, 2012 www.livework.no anders@livework.co.uk
    ‘Designing Services That Deliver’
    G. Lynn Shostack, 1984

    KONFIDENSIELT live|work nordic AS Anders Kjeseth Valdersnes 7


    September 26, 2012 www.livework.no anders@livework.co.uk
    TIME

    LINE OF VISIBILITY

    KONFIDENSIELT live|work nordic AS Anders Kjeseth Valdersnes 8


    September 26, 2012 www.livework.no anders@livework.co.uk
    ‘Lean consumption’
    J. P. Womack and D. T. Jones, 2005

    KONFIDENSIELT live|work nordic AS Anders Kjeseth Valdersnes 9


    September 26, 2012 www.livework.no anders@livework.co.uk
    ‘Service Blueprinting’
    Mary Jo Bitner et al, 2007

    KONFIDENSIELT live|work nordic AS Anders Kjeseth Valdersnes 10


    September 26, 2012 www.livework.no anders@livework.co.uk
    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 www.livework.no anders@livework.co.uk
    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 www.livework.no anders@livework.co.uk
    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 www.livework.no anders@livework.co.uk
    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 www.livework.no anders@livework.co.uk
    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 www.livework.no anders@livework.co.uk
    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 www.livework.no anders@livework.co.uk
    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 www.livework.no anders@livework.co.uk
    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 www.livework.no anders@livework.co.uk
    Examples

    KONFIDENSIELT live|work nordic AS Anders Kjeseth Valdersnes 19


    www.livework.no anders@livework.co.uk
    Empowering Young People Portal

    KONFIDENSIELT live|work nordic AS Anders Kjeseth Valdersnes


    www.livework.no anders@livework.co.uk
    Make it Work

    KONFIDENSIELT live|work nordic AS Anders Kjeseth Valdersnes


    www.livework.no anders@livework.co.uk
    Make it Work

    KONFIDENSIELT live|work nordic AS Anders Kjeseth Valdersnes


    www.livework.no anders@livework.co.uk
    Make it Work

    KONFIDENSIELT live|work nordic AS Anders Kjeseth Valdersnes


    www.livework.no anders@livework.co.uk
    Low Carb Lane

    KONFIDENSIELT live|work nordic AS Anders Kjeseth Valdersnes


    www.livework.no anders@livework.co.uk
    Low Carb Lane

    KONFIDENSIELT live|work nordic AS Anders Kjeseth Valdersnes


    www.livework.no anders@livework.co.uk
    Garlands

    KONFIDENSIELT live|work nordic AS Anders Kjeseth Valdersnes


    www.livework.no anders@livework.co.uk
    Laerdal

    KONFIDENSIELT live|work nordic AS Anders Kjeseth Valdersnes 29


    September 26, 2012 www.livework.no anders@livework.co.uk
    Laerdal

    KONFIDENSIELT live|work nordic AS Anders Kjeseth Valdersnes 30


    September 26, 2012 www.livework.no anders@livework.co.uk
    anders@livework.no
    www.livework.no

    KONFIDENSIELT live|work nordic AS Anders Kjeseth Valdersnes


    September 26, 2012 www.livework.no anders@livework.co.uk

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