Service Blueprinting for Convergent Channel Experiences Dan Saltzman, Director of User Experience Monday, September 16, 13
UX STRAT 2013: Dan Saltzman, Service Blueprinting for Convergent Channel Experiences
Jan 27, 2015
Dan Saltzman's presentation at UX STRAT 2013
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Service Blueprinting for Convergent Channel ExperiencesDan Saltzman, Director of User Experience
Monday, September 16, 13
There is no such thing as starting from scratch.
Monday, September 16, 13
Monday, September 16, 13
Service Blueprinting• Visualize current state of
disparate channel experience• Low fidelity / low barrier
to engagement• Maintains customer POV
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Monday, September 16, 13
Monday, September 16, 13
The Framework
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The Tools
WHAT',�!�))�'"'�? WHY?
WHAT TECHNOLOGY?
#1 $People EventsWhat they’re
saying/thinkingWins or
painpointsOpportunities
for ROI
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Case Study:
Specialized Cancer Treatment Hospital
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Case Study:
Major Retail Bank
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Thank You.
Dan Saltzman Director of User Experience@fiveseveneighty
For Service Blueprinting Templates & Resources, please visit:share.effectiveui.com/ServiceBlueprintingwww.slideshare.net/effectiveui
Monday, September 16, 13
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