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 book POS 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 brochores Image 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 Helps Coworker 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 and paper options. “Do you want me to cut it?” Checks price. “$27” Looks at sample and chooses 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 covers and 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 card Dialogue 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 19:20 16:10 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 Size Starts 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?” Nameless Staff Member 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 Action Grey Text = A Physical Action Emotion Bubble Line of Expectation Line of Failure Other Customers Customer finishing and paying Working on Printer Nervous Surprise Happy Confused ? Happy Excited Happy Happily Surprised Very Happy Satisfied! By Jamie Bowerman Total time: 24 mins 40 secs. Arrives at computer. Takes control. print management software Job starts printing Manuel Binder