Published on September 10, 2013
Service Blueprinting for Convergent Channel Experiences Dan Saltzman, Director of User Experience
There is no such thing as starting from scratch.
Service Blueprinting • Visualize current state of disparate channel experience • Low ﬁdelity / low barrier to engagement • Maintains customer POV
The Tools WHAT' ? WHY? WHAT TECHNOLOGY? #1 $ People Events What they’re saying/thinking Wins or painpoints Opportunities for ROI
Case Study: Specialized Cancer Treatment Hospital
Case Study: Major Retail Bank
Thank You. Dan Saltzman Director of User Experience @ﬁveseveneighty For Service Blueprinting Templates & Resources, please visit: share.effectiveui.com/ServiceBlueprinting www.slideshare.net/effectiveui
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