introduction to service blueprint -...

KONFIDENSIELT live|work nordic AS www.livework.no

Anders Kjeseth Valdersnes anders@livework.co.uk

Introduction to Service Blueprint

February 18, 2009 Anders Kjeseth Valdersnes

Platform for action

February 18, 2009

KONFIDENSIELT live|work nordic AS www.livework.no

Anders Kjeseth Valdersnes anders@livework.co.uk

Why?

2

KONFIDENSIELT live|work nordic AS www.livework.no

Anders Kjeseth Valdersnes anders@livework.co.uk

A stay in a hotel

September 26, 2012 3

KONFIDENSIELT live|work nordic AS www.livework.no

Anders Kjeseth Valdersnes anders@livework.co.uk

A stay in a hotel

September 26, 2012 4

KONFIDENSIELT live|work nordic AS www.livework.no

Anders Kjeseth Valdersnes anders@livework.co.uk

A stay in a hotel

September 26, 2012 5

KONFIDENSIELT live|work nordic AS www.livework.no

Anders Kjeseth Valdersnes anders@livework.co.uk

A stay in a hotel

September 26, 2012 6

KONFIDENSIELT live|work nordic AS www.livework.no

Anders Kjeseth Valdersnes anders@livework.co.uk

‘Designing Services That Deliver’ G. Lynn Shostack, 1984

September 26, 2012 7

KONFIDENSIELT live|work nordic AS www.livework.no

Anders Kjeseth Valdersnes anders@livework.co.uk September 26, 2012

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TIME

LINE OF VISIBILITY

KONFIDENSIELT live|work nordic AS www.livework.no

Anders Kjeseth Valdersnes anders@livework.co.uk

‘Lean consumption’ J. P. Womack and D. T. Jones, 2005

September 26, 2012 9

KONFIDENSIELT live|work nordic AS www.livework.no

Anders Kjeseth Valdersnes anders@livework.co.uk

‘Service Blueprinting’ Mary Jo Bitner et al, 2007

September 26, 2012 10

KONFIDENSIELT live|work nordic AS www.livework.no

Anders Kjeseth Valdersnes 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

September 26, 2012 11

KONFIDENSIELT live|work nordic AS www.livework.no

Anders Kjeseth Valdersnes 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

September 26, 2012 12

KONFIDENSIELT live|work nordic AS www.livework.no

Anders Kjeseth Valdersnes 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

September 26, 2012 13

KONFIDENSIELT live|work nordic AS www.livework.no

Anders Kjeseth Valdersnes 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

September 26, 2012 14

KONFIDENSIELT live|work nordic AS www.livework.no

Anders Kjeseth Valdersnes 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

September 26, 2012 15

KONFIDENSIELT live|work nordic AS www.livework.no

Anders Kjeseth Valdersnes 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

September 26, 2012 16

KONFIDENSIELT live|work nordic AS www.livework.no

Anders Kjeseth Valdersnes 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

September 26, 2012 17

KONFIDENSIELT live|work nordic AS www.livework.no

Anders Kjeseth Valdersnes 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

September 26, 2012 18

KONFIDENSIELT live|work nordic AS www.livework.no

Anders Kjeseth Valdersnes anders@livework.co.uk

Examples

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KONFIDENSIELT live|work nordic AS www.livework.no

Anders Kjeseth Valdersnes anders@livework.co.uk

Empowering Young People Portal

KONFIDENSIELT live|work nordic AS www.livework.no

Anders Kjeseth Valdersnes anders@livework.co.uk

Make it Work

KONFIDENSIELT live|work nordic AS www.livework.no

Anders Kjeseth Valdersnes anders@livework.co.uk

Make it Work

KONFIDENSIELT live|work nordic AS www.livework.no

Anders Kjeseth Valdersnes anders@livework.co.uk

Make it Work

KONFIDENSIELT live|work nordic AS www.livework.no

Anders Kjeseth Valdersnes anders@livework.co.uk

Low Carb Lane

KONFIDENSIELT live|work nordic AS www.livework.no

Anders Kjeseth Valdersnes anders@livework.co.uk

Low Carb Lane

KONFIDENSIELT live|work nordic AS www.livework.no

Anders Kjeseth Valdersnes anders@livework.co.uk

Garlands

KONFIDENSIELT live|work nordic AS www.livework.no

Anders Kjeseth Valdersnes anders@livework.co.uk

Laerdal

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KONFIDENSIELT live|work nordic AS www.livework.no

Anders Kjeseth Valdersnes anders@livework.co.uk

Laerdal

September 26, 2012 30

KONFIDENSIELT live|work nordic AS www.livework.no

Anders Kjeseth Valdersnes anders@livework.co.uk

anders@livework.no www.livework.no

September 26, 2012