Service Blueprinting for Convergent Channel ExperiencesDan Saltzman, Director of User Experience

Monday, September 16, 13

There is no such thing as starting from scratch.

Monday, September 16, 13

Monday, September 16, 13

Service Blueprinting• Visualize current state of

disparate channel experience• Low fidelity / low barrier

to engagement• Maintains customer POV

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Monday, September 16, 13

Monday, September 16, 13

The Framework

Monday, September 16, 13

The Tools

WHAT',�!�))�'"'�? WHY?

WHAT TECHNOLOGY?

#1 $People EventsWhat they’re

saying/thinkingWins or

painpointsOpportunities

for ROI

Monday, September 16, 13

Case Study:

Specialized Cancer Treatment Hospital

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Case Study:

Major Retail Bank

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Thank You.

Dan Saltzman Director of User Experience@fiveseveneighty

For Service Blueprinting Templates & Resources, please visit:share.effectiveui.com/ServiceBlueprintingwww.slideshare.net/effectiveui

Monday, September 16, 13