05. service vignettes · service vignettes prof. matt franks 05. what is a vignette? what is a...
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Service VignettesProf. Matt Franks
05.
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What is a vignette?
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What is a vignette?What is the difference between capturing a ‘service vignette’ and a ‘product vignette’?
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When capturing vignettes for interactions that take place over time, Illustrate the “magic moment”, or sequence, that provides functional and emotional
value to the users.
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Use your customer journey maps as a guide for brainstorming touchpoint AND system concepts
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MyEdu + Blackboard
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Foundational Memory
An#early#educational#moment,#where#a#primary#authority#figure#establishes#expectations#around#learning#and#work#ethic
The Academic Journey
Major Selection
A#commitment#of#what#to#study,#usually#decided#during#the#first#few#months#of#college:#typically#based#on#whim#or#convenience#
Commitment
An#emotional#resolve#to#a#particular#course#of#study,#lifestyle,#and#future,#based#primarily#on#academic#experiences
Aspirational Goal Identified
A#vision#of#post<graduation,#with#an#aspirational#career#or#educational#goal#identified#(graduate#school,#a#job,#a#particular#title,#etc)
College Selection
A#decision#of#where#to#attend#college,#usually#made#during#high#school,#balancing#various#utilitarian#and#emotional#constraints
Major Renegotiation
A#change#of#major,#often#made#during#junior#or#senior#year,#as#a#response#to#prior#major#selection#and#a#result#of#deep#emotional#searching
Non Traditional Academic Experience
A#non<traditional#learning#experience,#such#as#study#abroad,#internship,#or#mentorship,#that#dramatically#changes#or#solidifies#a#trajectory
Extreme.(Either(empowering(or(demoralizing.
Stressful,(yet(simultaneously(arbitrary(and(cavalier.
Resolved,(and(a(sense(of(being(trapped.
Optimistic(nervousness.
Stressful.( Shameful,(as(if(letting(down(friends,(family,(and(themselves.
Reflective,(and(full(of(opportunity.(
Emotions
Grade(school(teachers,(family,(personal(mentors
Family,(friendsHigh(school(guidance(counselor,(family,(friends
Family,(friends Mentor
Collaborators
High(school(Survey
Tools & Processes
MyEdu: Academic Journey
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Career%Explorer:A%fun,%non1threatening%way%to%explore%potential%career%paths
• Learn%about%different%career%paths
• Find%schools%and%courses%relevant%to%a%selected%vocation%or%career%choice
• Connect%with%celebrities,%alumni,%employers,%and%other%students% in%a%particular%career%area
• Minimize%anxiety%around%career%selection
• Make%empowered,%considered%choices%about%the%future
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Airports
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Working Session!Let’s start capturing vignettes. Consider the following:
• Problem Scope
• Format: Illustration, scenario, storyboard, etc.