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Speed up your team with a service blueprint

Speed up your team with a service blueprint

Cross functional teams are necessary to deliver products/services but the dynamics in workshops and meetings can slow progress down. I've found the service blueprint to be a useful tool for aligning teams, engaging stakeholders and moving to action faster.
This deck is from my talk at DXN in Nottingham on 10 May 2017

Paul Moran

May 11, 2017
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Transcript

  1. @pjmoran | Speed up your team with a service blueprint

    | DXN 10 May 2017 “Something’s missing…” [imperfect knowledge]
  2. “I can’t see a thing” [visibility] @pjmoran | Speed up

    your team with a service blueprint | DXN 10 May 2017
  3. “I want to talk detail” vs “I want to talk

    strategy” [levels of detail] @pjmoran | Speed up your team with a service blueprint | DXN 10 May 2017
  4. “What are you doing?” [volume of questions] @pjmoran | Speed

    up your team with a service blueprint | DXN 10 May 2017
  5. “How do we get started?” [moving to action] @pjmoran |

    Speed up your team with a service blueprint | DXN 10 May 2017
  6. “A customer journey can only exist on what an organisation

    can deliver; it is confined to and constrained by your internal capability” @meganerinmiller (Co-Founder practicalservicedesign.com and Service Experience Leader Stanford University)
  7. “The service blueprint is a simple way of laying out

    the journey a customer takes with your product/service and what’s required to make it happen” @pjmoran
  8. @pjmoran | Speed up your team with a service blueprint

    | DXN 10 May 2017 Pre-Service Service Post-Service I’m looking for a new place to meet with friends for lunch so I’m reading reviews of new local restaurants I’d normally call but it’s really late so I book online on my phone I really enjoyed my meal and the personal touches from the owner. She asks if I’d add a quick review to TripAdvisor Customer Previous customers Customers friends Restaurant owner Customer Customer Customer’s friends Restaurant owner Customer looks at reviews on TripAdvisor and clicks through to our website to check the menu Customer visits website, checks availability and books Customer thanks owner and is asked to leave a review Customer leaves review on TripAdvisor Upload current menu Check reviews and respond to questions Website queries booking DB and writes reservation Monitoring today’s reviews and responding to questions Website TripAdvisor Process for responding to TripAdvisor comments Website Booking DB Booking process Website TripAdvisor Review monitoring process Touchpoint People Front Stage Back Stage Enablers
  9. “Something’s missing…” “It quickly allowed us to see there were

    ‘too many cooks’…” @pjmoran | Speed up your team with a service blueprint | DXN 10 May 2017
  10. “I can’t see a thing” “Can we put this on

    the wall?” @pjmoran | Speed up your team with a service blueprint | DXN 10 May 2017
  11. “I want to talk detail” vs “I want to talk

    strategy” “The format is easy to use in a workshop…” @pjmoran | Speed up your team with a service blueprint | DXN 10 May 2017
  12. “What are you doing?” “I’ve got a question just here…”

    @pjmoran | Speed up your team with a service blueprint | DXN 10 May 2017
  13. “How do we get started?” “If I take the list

    of enablers I can start to build a delivery plan…” @pjmoran | Speed up your team with a service blueprint | DXN 10 May 2017
  14. Find out more practicalservicedesign.com Intro to Practical Service Blueprinting 30

    May (25% off with code “LETSDOIT”) @meganerinmiller @erik_flowers @WeareUnstuck – design thinking @GraphicChange – visual facilitation