Date post: | 11-Jan-2016 |
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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