Blueprint+: Developing a Tool for Service DesignAndy Polaine
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The document discusses the development of a service design tool called Blueprint+, highlighting its importance in standardizing, communicating, and sharing service experiences. It emphasizes the chaotic backstage processes in service delivery and how mapping service blueprints can reveal breakdowns in customer experiences. Various examples are provided to illustrate the complexities of service interactions and emphasize the significance of integrating emotional aspects into service design.
This document provides an overview of service blueprinting and design. It discusses identifying key activities involved in creating and delivering a service, and specifying the linkages between them. It also addresses evaluating service experiences to identify potential failure points or risks, such as excessive wait times, in order to improve service design.