Service Blueprint

2022/02/11
2024/10/04 (新增連結)

• 4 Key Components of Service Blueprints (2:19) NN group

  • Service Blueprints: Definition

    • Key Elements of a Service Blueprint

      • Customer Actions

      • Frontstage Actions

      • Backstage Actions

      • ​Support Processes

• The 5 Steps to Service Blueprinting (2:39) NN Group

  • Find Support

  • Define the Goal

  • Gather Research

  • Map the Blueprint

  • Refine and Distribute

• Service Blueprinting FAQ (5:34) NN group

• When and Why UX Practitioners Use Service Blueprints (2:32) NN group

• Overcoming Service Blueprinting Frustrations (3:44) NN group

  • Building a Team

  • Conducting Research

  • Communicating and Maintaining the Artifact

• Service Blueprinting in Practice: Who, When, What (NN group)

  • Who Owns Service-Blueprinting Initiatives?

  • Who Is Commonly Involved in Service-Blueprinting Initiatives?

  • When Are Service Blueprints Used?

  • What Are the Benefits of Service Blueprinting?

• 服務藍圖（Service Blueprint）

  • 顧客行動

  • 前場接觸人員行動

  • 後場接觸人員行動

  • 支援過程

• 服務藍圖：超簡單！三步驟打造五星級服務體驗這樣做

  • 定義－釐清服務價值的需求

  • 規劃－定義服務藍圖的架構

  • 實踐－實際撰寫服務藍圖的三步法

    • 第一步：拆解服務流程

    • 第二步：結合科技提升效能

    • 第三步：孵化出你的特色化服務

• 破解服務藍圖的秘密

• 服務藍圖＆用戶體驗地圖的差異？網路資訊時代的應用和範例？

  • The difference between a journey map and a service blueprint

• Why designers should learn service design : The power of the service blueprint (Friend Link)

• Service Blueprints - Communicating the Design of Services (by Interaction Design Foundation)

  • What Goes Into a Service Blueprint?

    • The five main swim lanes that are captured in a service blueprint are as follows:

      • The physical evidence

      • The customer’s actions

      • The front office

      • The back office

      • Supporting actions

  • Structuring your blueprint is a question of following a simple process:

    • Identify the process to be blueprinted.

    • Identify the customers to be served by the process.

    • Examine the customer’s perspective of the service (the customer journey)

    • Identify the actions on the service by employees, technology and other actors (suppliers, etc.)

    • Link activities together for natural flow in order that they occur

    • Ensure that you have identified the evidence and KPIs for a successful outcome