service blueprint - uma ferramenta para apresentar estruturas de serviços
Post on 13-Jul-2015
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Service Blueprint
GOAL
Visualize and understand the entire
service network
Base
Designing services that deliver G. Lynn Shostack
Used for
know the complete journey
ensure standards
see all physical evidences
isolate weak points
find opportunities
The structure
moments of the journey
costumers’ actions
touch points | channels
front stage
backstage
The structure
touch points channels
moments of the journey
back stage
customers’ actions
Examples
Examples
Examples
Examples
Examples
References
A Service Blueprinting: A Practical Technique for Service Innovation (PDF) Design Council (PDF) Design Services That Deliver Heller de Paula Service Design Tools Service Design Wikispaces The Noun Project Tool Hub
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