The role of the service designer
1. Observe "human" experience, as a whole and in detail.
2. Make the service tangible and visible.
3. Create the concept of the service.
- Oxford Saïd Business School
The procedure for making a Blueprint
1. Identify the process,
2. Isolate fail points,
3. Establish the time frame,
4. Analyze profitability, and set direction.
+ Check the Line of Visibility (do not overlook the elements that are not visible to the customer but still affect service quality.
For example, which shoe polish a shoe shiner uses, and which supplier provides it, is invisible to the customer but ends up affecting the shine of the shoe.)
5. Delivering the Service
: Highlighting Tangible Evidence + Making People Special (design and experience)
6. Outcomes
+ Modifying a Service
+ Applying the Principles
