Service Blueprinting

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  • Topic: IBM, The Blueprint, Comparison of e-mail clients
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  • Published : February 24, 2013
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The
Service Blueprints
overview
Compiled by Marc Fonteijn - marc@31v.nl - May 2010
http://31v.nl/weblog/2010/05/the-service-blueprints-overview

before you continue
I don’t take any credit for the blueprints your are about to see. All the rights belong to respectfull owners. Everything you will see in the coming slides is or has been publicly available on the internet. I’ve done my best to included a refrence to the source of the example where I could.

source: Brandon Schauer - http://www.flickr.com/photos/brandonschauer/3363169836/

source: http://servicedesign.wikispaces.com/Service+Blueprint

source: Jamin Hegeman - http://jamin.org/archives/2008/upmc-neurosurgery-clinic/

source: Benjamin Voss - http://benjaminvoss.wordpress.com/2008/03/20/contextual-inquiries-and-diaries/

Service Thinking: People
Deliver: Blueprints for new long term neurological conditions service

CONFIDENTIAL
November 2008

Ben Reason
live|work studio ltd
www.livework.com

ben@livework.co.uk

source: live|work - http://www.livework.co.uk

21

Service Thinking: Networks
Compiling themes, issues and needs

CONFIDENTIAL
November 2008

Ben Reason
live|work studio ltd
www.livework.com

ben@livework.co.uk

source: live|work - http://www.livework.co.uk

29

source: http://www.cabinetoffice.gov.uk/contact-council/contact-council-resources.aspx#customer-journey

Dialing IBM-HELP to get assistance with Lotus Notes

service evidence

Carrie Chan | IBM T.J Watson Research Center, Hawthorne NY | 6.15.07 Blueprinting ideas v.4

customer steps

problem with Lotus
Notes Mail and
Calendar syncing

Lotus Notes
Mail and
Calendar syncing
works

NAVIGATE PRE-RECORDED MENU

DIAL

WAIT

TALK TO AGENT

FOLLOW AGENT’S STEPS TO SOLVE PROBLEM

PROBLEM
SOLVED

Ticket number

HANG UP?

hazard line

how long am i being
put on hold for?

onstage

Dislike calling call centers
i’m pressing ‘3’ and
nothing is happening...

6D1511 is before
6A1511 in the menu
choices... did I hear
6D1511 correctly?

customer’s journey

he’s assuming i know all the
IBM language even though I’ve
repeatedly told him I was new
finally, the agent is back

he’s apologizing for software malfunction - is this
the same problem i was
just having? or should i be
worrying about something
else?

is he even listening to
me? he seems to be
typing a lot. and not
paying attention.

what is a ticket number?

he’s talking really fast

he solved the
problem!

service
representative

area visibility
line of of visibility

provider’s steps

Ask for employee serial
number.

Present customer with menu options to
redirect call.
Redirect call after customer inputs a
choice.

DIRECT CALL TO PROPER DEPT.

WAIT FOR CALL

Introduce yourself.
Apologize for software
malfunction.

Ask customer what
problem they’re having.

Look up information regarding
Lotus Notes Mail and Calendar
syncing on database.

Ask what error message
the customer is getting.

Proceed to follow steps outlined in documentation.

Confirm that the
customer’s problem
is solved.

Thank customer for calling IBM HELP.

Ask if they are on or
off site.

INTRODUCTION

Ask customer to write down the ticket number.
Email this ticket number to the customer.

Ask if the customer
has any other
problems.

GET PROBLEM

WALK CUSTOMER THROUGH PROBLEM SOLUTION

FIND SOLUTION TO PROBLEM

CONCLUDE

GIVE TICKET NUMBER

support
processes

backstage
application

backstage

script

Give introductory speech.

P

implementation

P

P

P

account executives

P

P

P

product executives (BTO)

P

P

P

P

operational executives (SO)

source: Carrie Chan - http://www.thinkcarrie.com/

P

P

P

source: Mary Jo Bitner - http://people.ischool.berkeley.edu/~glushko/IS243Readings/ServiceBlueprinting.pdf

Service Blueprint

courtesy of live|work...
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