Creative Approach- Service Blueprint (from the consumer perspective)
brochure and price guides
computer, computer instuctions (on bottom), color swatch and paper (on side)
Old Tech. New Tech.Krista drags file to desktop, opens file in acrobatNew Tech.print dialogue Old Tech.
giant paper cutter da bookPOS Computer
POS Computer Reciepts Bags
Outside smokingThis is my first break today.
Group explains project
0:00 (minutes: seconds)
Setting print parameter
Staff Member 2
Waiting, looking at brochoresImage 102
7:40 PM Sunday 2/19/12
Helping customers finish job
Oh, Seriously, Youre the third group today.
Helps coworker with printer
3. Takes paper from Eunis loads into claudette
4. Checks print job in queue
5. Returns to Kristas computer & re-queues document
Goes to command center.Prints second copy.Image 177.
Returns to Eunis command work station
9:40 10:05 10:55
Ask What should I do?
Greets Krista. Directs to computer
Double sidedWhat kind of paper?28 pound?
Asks about sidedness andpaper options.
Do you wantme to cut it?
Looks at sample andchooses black &clear.
Shows sample.Asks about cover again.Suggests options.
How much does a copy cost?28
How many pages is it?
Asks about coversand binding
Asks for Bag
They are Behind YouGets Bag
Asks about Bringing own paper and pricing.
Explains Pricing Structure
Hand over credit cardDialogue
Rings up Books
Walks to POS w/ Books
Walks to Pos
Reviews Books.Looks Great
Brings Books to Krista for Review
Binds Book in Back Room
Asks About Bleed on Bottom of Book.
Starts Cutting Book 2
Reviews Book 1 Pages
Places Book 1 on table for review
Confirms Final SizeStarts Cutting Book 1
Pick up of Book 2
Sit at computer.Read instructions.Load thumb drive.Open PDF.
Finishes Cutting Book 1
Finished Cutting. Picks up both books and goes to bind.
Goes to back room
Ok, can I have a second?
NamelessStaffMember 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 ActionGrey Text = A Physical Action
EmotionBubble Line of ExpectationLine of Failure
Other Customers Customer finishing and paying
Working on Printer
Surprise Happy Confused? HappyExcited HappyHappily Surprised Very Happy Satisfied!
By Jamie Bowerman
Total time:24 mins 40 secs.
Arrives at computer.Takes control.
print management software Job starts printing