Creative Approach- Service Blueprint (from the consumer perspective)

Technology

Artifacts

brochure and price guides

computer, computer instuctions (on bottom), color swatch and paper (on side)

thumb drive

Old Tech. New Tech.Krista drags file to desktop, opens file in acrobat

New Tech. print dialogue Old Tech.

giant paper cutter da bookPOS Computer

Old Tech.

POS Computer Reciepts Bags

Pre Service

Outside smoking“This is my first break today.”

Group explains project

0:00 (minutes: seconds)

Enter Store

Cleaning Printer

0:30 2:30

Wait

3:04 5:00

Setting print parameter

Time

Krista

Staff Member 2

Waiting, looking at brochoresImage 102

7:40 PM Sunday 2/19/12

0:00

Helping customers finish job

“Oh, Seriously, You’re the third group today.”

Helps coworker with printer

4:30

3. Takes paper from “Eunis” loads into “claudette”

4. Checks print job in queue

6:40

5. Returns to Krista’s computer & re-queues document

5:45

KRISTA WAITS

11:20

“Yes.”

11:30 12:20

Goes to command center.Prints second copy.Image 177.

8:30

Returns to “Eunis” command work station

8:45 9:02

HelpsCoworker

9:40 10:05 10:55

Ask “What should I do?”

Greets Krista. Directs to computer

“Double sided”“What kind of paper?”“28 pound?”

Asks about sidedness andpaper options.

“Do you wantme to cut it?”

Checks price.“$27”

Looks at sample andchooses black &clear.

Shows sample.Asks about cover again.Suggests options.

“How much does a copy cost?”“28”

“How many pages is it?”

“Aluminum& Clear”

Asks about coversand binding

24:40

“Goodbye”Exit.

”Bye”

24:21

Asks for Bag

“They are Behind You”Gets Bag

Asks about Bringing own paper and pricing.

Explains Pricing Structure

23:34

Signs Reciept

Gives Reciept

23:15

Hand over credit cardDialogue

Final Total.Dialogue

22:48

Rings up Books

Walks to POS w/ Books

Walks to Pos

22:20

Reviews Books.“Looks Great”

Brings Books to Krista for Review

Binds Book in Back Room

19:2016:10

Asks About Bleed on Bottom of Book.

Starts Cutting Book 2

Confirms Cut.

Reviews Book 1 Pages

Places Book 1 on table for review

13:30

“6x10”

Confirms Final SizeStarts Cutting Book 1

Pick up of Book 2

Sit at computer.Read instructions.Load thumb drive.Open PDF.

Finishes Cutting Book 1

15:48

Finished Cutting. Picks up both books and goes to bind.

Goes to back room

“Ok, can I have a second?”

NamelessStaffMember 1. Send document to print queue

2. Walks over to printer “eunis” command work station

Line of Visabliltiy

Line of Interaction

KRISTA WAITS KRISTA WAITS

Orange Text = A Verbal ActionGrey Text = A Physical Action

EmotionBubble Line of Expectation

Line of Failure

Other Customers Customer finishing and paying

Working on Printer

Nervous

Surprise Happy Confused? HappyExcited HappyHappily Surprised Very HappySatisfied!

By Jamie Bowerman

Total time:24 mins 40 secs.

Arrives at computer.Takes control.

print management software Job starts printing

Manuel Binder