Creative Approach Service Map

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This is a Full Service and Customer Experience map of the Creative Approach. Pre, during, and after service.

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  • 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 acrobatNew Tech.print dialogue Old Tech.

    giant paper cutter da bookPOS Computer

    Old Tech.

    POS Computer Reciepts Bags

    Pre Service

    Outside smokingThis 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 brochoresImage 102

    7:40 PM Sunday 2/19/12

    0:00

    Helping customers finish job

    Oh, Seriously, Youre 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 Kristas 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

    HelpsCoworker

    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?

    Checks price.$27

    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?

    Aluminum& Clear

    Asks about coversand binding

    24:40

    GoodbyeExit.

    Bye

    24:21

    Asks for Bag

    They are Behind YouGets Bag

    Asks about Bringing own paper and pricing.

    Explains Pricing Structure

    23:34

    Signs Reciept

    Gives Reciept

    23:15

    Hand over credit cardDialogue

    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

    19:2016:10

    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 SizeStarts 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?

    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

    Nervous

    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

    Manuel Binder