How can we connect our product & services to our customer? How can we standardised our services to our customer? How can we replicate customer experience to all our kiosk and store? All that question can be answered by creating service blue print. Service blue print are the first step to create better services. Remember, this is just the first step. This presentation are created to make collaboration workshop with all stakeholder. Collaboration are the key principle to create great service design.

1. Service Blue Print for
Omni-Channel
Arnold Saputra - Head UX Gramedia Digital Nusantara

2. Why Service Blueprint?
1. Identify opportunities for optimization.
2. Discover Weakness in the process.
3. Coordinating complex services because it bridges crossdepartment efforts.
4. Blueprinting is an ideal approach to experiences that are omnichannel,
involve multiple touchpoints, or require a crossfunctional effort (that is,
coordination of multiple departments).

3. Company that benefit from service Blue Print
And Many More...

4. What is Service Blue Print?
The service blueprint illustrates a service journey, specifying and
detailing each aspect of a service along a timeline. One touchpoint on
the timeline can contain multiple smaller actions in the background.

5. Component Service Blueprint.

8. 1
2
3

10. 4
5

11. 6. Timeline
Additional:
1. Emotional journey (based on the customer journey map);
2. Multiple touchpoint layers, such as digital and device
interactions vs. service employee interactions;
3. Photos or sketches;
4. Processes by department.

12. Example

15. Tips Service Blueprint
1. Focus on one process.
In our example, the process is ordering ingredients for a meal, cooking
the meal and sharing the experience with others.
2.Identify user & services. Get to know
action & their Experiences.
If there is no customer journey map for the process, make one and
illustrate the process from the customer’s point of view.

16. Tips Service Blueprint
3. Map & Link all background act
The back-stage interactions can include order processing, planning
a new campaign, sending engaging emails, etc. Don’t forget to map
activities provided by partners..
4.Indicate critical moment ,ideas &
metrics.
Add KPI in the service like repeated order, time of process, etc.

17. Service Blueprint in GDN
Scope Project in 45 minutes create the Service blueprint:
1. Just for, User that already paid book from GDC and select “pick
up in store”.
2. Pick up in Gramedia Matraman Store.
3. For this session; Focus on the success scenario.
4. We want to know the process from: GDC, Posiflex, search book
tablet and CS tablet.

19. Thank You