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Shareable service blueprints workshop nyc coworking space

The key to maintaining an active user acquisition and engagement rate is to offer your customers a positive experience.

Service Blueprint is a UX mapping technique to analyze the complete service process flow. It is based on a collaborative technique that displays the process’s functions above and below the line of visibility to the user. All backstage operations are documented and aligned to the User Experience in the frontstage.

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Shareable service blueprints workshop nyc coworking space

  1. 1. Map Your Service to Engage with End Users SERVICE BLUEPRINT WORKSHOP March 2018
  2. 2. Misael Sandra
  3. 3. March 2018 Power Up your Product through Research and Design UX TEAM BY NEARSOFT
  4. 4. Hello! Who are you?
  5. 5. ● Intro: What is a Service Blueprint ● Map the current state ● Capture observations B R E A K ● Brainstorm the future (ideation) ● Plan the future ● Showcase & Wrap up Our Time Together SERVICE BLUEPRINT WORKSHOP
  6. 6. ● We want to improve the complete user experience ● Our product is one of many touchpoints ● Hard to visualize the experience as a whole Why this workshop? SERVICE BLUEPRINT WORKSHOP
  7. 7. DISCOVER SERVICE GAPS EVOLVE SERVICE ELEMENTS IDENTIFY PROJECTS Today we’ll learn to... SERVICE BLUEPRINT WORKSHOP
  8. 8. What is a Service Blueprint? SERVICE BLUEPRINT WORKSHOP
  9. 9. A map that describes the interaction of a user with a service in enough detail to verify, implement, and maintain and operational plan to improve the user experience. MEMBER ACTIONS TOUCHPOIN TS FRONTSTAGE STAFF BACKSTAGE STAFF Line of Interaction Line of Visibility HARRIS FOUNDATIO NACTIONS SUPPORTI NG COMPONEN TS MATERIALS & EQUIPME NT Scoring sheet Student calculate how much money they have earned Teacher facilitates group activity Student teams agree to which 3 bands get bonus Truth about credit cards hand-out and verbal discussion Teacher facilitates discussion on the pros and cons of credit Student participates in discussion about other ways to fund their band Numbers app on iPad Teacher distributes iPads for budget exercise Numbers app iPad Student creates band budget Graphic design application (logo maker and gloss) Gloss and Logo Maker app iPad Student creates band logo Student folders Teacher con- firms everyone has completed budget and collects student folders Student turns student folders back in Student folders, You’ve Got Potential Letter Teacher distributes materials Student reads letter with their band LESSON 5: BORROW BUDGET WELL Service Blueprint SERVICE BLUEPRINT WORKSHOP
  10. 10. SERVICE BLUEPRINT WORKSHOP UX Design Process
  11. 11. SERVICE BLUEPRINT WORKSHOP UX Design Process
  12. 12. ACTORS ARTIFACTS TOUCHPOINTS KEY MOMENTS FRONTSTAGE & BACKSTAGE SERVICE BLUEPRINT WORKSHOP And now, some theory… So we all sound smart
  13. 13. The staff and employees that play a role in bringing a service to life and delivering value to customers. https://www.ickr.com/photos/45393120@N07/6021690119/ SERVICE BLUEPRINT WORKSHOP Actors
  14. 14. Even though services are intangible, they can leave physical evidence we call service artifacts. SERVICE BLUEPRINT WORKSHOP Artifacts
  15. 15. CHANNEL TOUCHPOINTS RETAIL CONVERSATIONS BROCHURES COMPANION APP WAYFINDING SERVICE BLUEPRINT WORKSHOP Touchpoints
  16. 16. SERVICE USER TOUCHPOINTS SERVICE BLUEPRINT WORKSHOP Touchpoints
  17. 17. From Designing for Interaction by Dan Saffer ● Physical locations ● Specific parts of locations ● Signage ● Objects ● Websites ● Mailings ● Spoken communication ● Printed communication ● Applications ● Machinery ● Customer service ● Partners SERVICE BLUEPRINT WORKSHOP Touchpoints
  18. 18. SEARCHING FOR A FLIGHT SELECTING A FLIGHT CHECKOUT CONFIRMATION FLIGHT REMINDER BUYING A FLIGHT SERVICE BLUEPRINT WORKSHOP Key Moments
  19. 19. SERVICE BLUEPRINT WORKSHOP Fronstage & Backstage
  20. 20. ?? ?
  21. 21. EXPERIENCE MAGIC
  22. 22. FRONTSTAGE BACKSTAGE
  23. 23. SERVICE BLUEPRINT WORKSHOP The Building Blocks LINE OF VISIBILITY SUPPORT PROCESSES TIME STAGE STAGE STAGE BACKSTAGE STAFF STAFF ACTIONS TOUCHPOINTS CUSTOMER ACTIONS
  24. 24. Time to work!
  25. 25. USABILITY TESTING WORKSHOP Optional: You can map the experience of your service app. Map the experience of hotel check-in
  26. 26. EXERCISE # 1 Read the Problem to Solve 5 MINS
  27. 27. EXERCISE # 1 Service Blueprinting Part 1 → As a team, work to finish the blueprint for the current state of a process within your team → Fill in the backstage using your best judgement 20 MINS
  28. 28. LINE OF VISIBILITY CUSTOMER ACTIONS TOUCHPOINTS STAFF ACTIONS Make rows with these
  29. 29. LINE OF VISIBILITY CUSTOMER ACTIONS TOUCHPOINTS STAFF ACTIONS Make rows with these
  30. 30. LINE OF VISIBILITY CUSTOMER ACTIONS TOUCHPOINTS STAFF ACTIONS STAGE STAGE STAGE Make rows with these
  31. 31. LINE OF VISIBILITY CUSTOMER ACTIONS TOUCHPOINTS STAFF ACTIONS STAGE STAGE STAGE Make rows with these
  32. 32. LINE OF VISIBILITY CUSTOMER ACTIONS TOUCHPOINTS STAFF ACTIONS STAGE STAGE STAGE Make rows with these
  33. 33. LINE OF VISIBILITY CUSTOMER ACTIONS TOUCHPOINTS STAFF ACTIONS STAGE STAGE STAGE Make rows with these
  34. 34. LINE OF VISIBILITY CUSTOMER ACTIONS TOUCHPOINTS STAFF ACTIONS STAGE STAGE STAGE Make rows with these
  35. 35. EXERCISE # 1 Service Blueprinting Part 2 20 MINUTES → Now the Backstage!
  36. 36. LINE OF VISIBILITY BACK STAGE STAFF SUPPORT PROCESSES TIME Now these
  37. 37. EXERCISE # 2 Capture Observations 10 MINUTES → As a team identify: Moments of delight → Service successes → Unsupported or missing elements → Service breakdowns → Key moments → Satisfaction metrics
  38. 38. ● Moments of delight ● Service successes ● Unsupported or missing elements ● Service breakdowns ● Key moments ● Satisfaction metrics Notified that application has been received HIGH EMOTION MOMENT Receives decision on application Unspportive user’s needs to HIGH EMOTION MOMENT React to decision and makes new plan forward, or gives up Lodges complaint with customer service Email Letter Unsupported by service Website, phone, letter Receive complaint or appeal SERVICE BLUEPRINT WORSHOP Capture Observations
  39. 39. BREAK TIME 5 min
  40. 40. Service storming uses voice, physicality, and staging to quickly prototype and refine service encounters.
  41. 41. EXERCISE # 3 Service Storming 10 MINUTES → Select a stage from your current state blueprint you would like to iterate on. → First act out the current experience. Then use Service Storming to ideate and generate service improvements.
  42. 42. No Sitting Standing bodies tend to act more than sitting bodies. It’s physics. No Pitching Communicate what the service would feel like. Don’t sell the experience. No Narrating We should be able to see the value, experience, and service delivery. SERVICE BLUEPRINT WORKSHOP Service Storming Rules
  43. 43. EXERCISE # 4 Make the Future State Blueprint 5 MINUTES → Work as a team → Map ideal future state of your blueprints
  44. 44. SERVICE BLUEPRINT WORKSHOP I know the future… Now what?
  45. 45. CURRENT STATE FUTURE STATEPROJECTS SERVICE BLUEPRINT WORKSHOP Identify Projects
  46. 46. EXERCISE # 5 Make the Operational Plan 10 MINUTES → Identifying the projects that will be needed to make it the future a reality.
  47. 47. SERVICE BLUEPRINT WORKSHOP Capture Projects as Cards
  48. 48. ● What part of the journey did you map? ● How would you apply this to your job? ● What was your Aha! Moment? Show how good you did
  49. 49. SERVICE BLUEPRINT WORKSHOP What would be next? IMPORTANT! Slides taken from Working With Service Blueprints by Nick Remis as seen on UX Week 2015 View complete slideshare here ● Evolution planning ● Roadmapping ● Prototyping ● Piloting ● Never Ending cycle
  50. 50. ● Full view of the service experience Key Takeaways SERVICE BLUEPRINT WORKSHOP
  51. 51. ● Full view of the service experience ● Strategic tool for project planning Key Takeaways SERVICE BLUEPRINT WORKSHOP
  52. 52. ● Full view of the service experience ● Strategic tool for project planning ● Combination of customer experience with operational tools Key Takeaways SERVICE BLUEPRINT WORKSHOP
  53. 53. March 2018 Design is all about people!
  54. 54. “Design is all about people.” Thanks!March 2018 Misael Leon Product Designer mleon@nearsoft.com misaello misaelleon Sandra Vazquez Business Developer svazquez@nearsoft.com sandra_daniela sandradanielav

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