ux strat 2013: dan saltzman, service blueprinting for convergent channel experiences
DESCRIPTION
Dan Saltzman's presentation at UX STRAT 2013TRANSCRIPT
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
Monday, September 16, 13
Monday, September 16, 13
Monday, September 16, 13
The Framework
Monday, September 16, 13
The Tools
WHAT',�!�))�'"'�? WHY?
WHAT TECHNOLOGY?
#1 $People EventsWhat they’re
saying/thinkingWins or
painpointsOpportunities
for ROI
Monday, September 16, 13
Case Study:
Specialized Cancer Treatment Hospital
Monday, September 16, 13
Case Study:
Major Retail Bank
Monday, September 16, 13
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