Service Blueprint - Uma ferramenta para apresentar estruturas de serviços
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Service Blueprint
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Transcript of Service Blueprint - Uma ferramenta para apresentar estruturas de serviços
![Page 1: Service Blueprint - Uma ferramenta para apresentar estruturas de serviços](https://reader031.fdocumentos.com/reader031/viewer/2022012403/55a37eb51a28abec158b479c/html5/thumbnails/1.jpg)
Service Blueprint
![Page 2: Service Blueprint - Uma ferramenta para apresentar estruturas de serviços](https://reader031.fdocumentos.com/reader031/viewer/2022012403/55a37eb51a28abec158b479c/html5/thumbnails/2.jpg)
GOAL
Visualize and understand the entire
service network
![Page 3: Service Blueprint - Uma ferramenta para apresentar estruturas de serviços](https://reader031.fdocumentos.com/reader031/viewer/2022012403/55a37eb51a28abec158b479c/html5/thumbnails/3.jpg)
Base
Designing services that deliver G. Lynn Shostack
![Page 4: Service Blueprint - Uma ferramenta para apresentar estruturas de serviços](https://reader031.fdocumentos.com/reader031/viewer/2022012403/55a37eb51a28abec158b479c/html5/thumbnails/4.jpg)
Used for
know the complete journey
ensure standards
see all physical evidences
isolate weak points
find opportunities
![Page 5: Service Blueprint - Uma ferramenta para apresentar estruturas de serviços](https://reader031.fdocumentos.com/reader031/viewer/2022012403/55a37eb51a28abec158b479c/html5/thumbnails/5.jpg)
The structure
moments of the journey
costumers’ actions
touch points | channels
front stage
backstage
![Page 6: Service Blueprint - Uma ferramenta para apresentar estruturas de serviços](https://reader031.fdocumentos.com/reader031/viewer/2022012403/55a37eb51a28abec158b479c/html5/thumbnails/6.jpg)
The structure
touch points channels
moments of the journey
back stage
customers’ actions
![Page 7: Service Blueprint - Uma ferramenta para apresentar estruturas de serviços](https://reader031.fdocumentos.com/reader031/viewer/2022012403/55a37eb51a28abec158b479c/html5/thumbnails/7.jpg)
Examples
![Page 8: Service Blueprint - Uma ferramenta para apresentar estruturas de serviços](https://reader031.fdocumentos.com/reader031/viewer/2022012403/55a37eb51a28abec158b479c/html5/thumbnails/8.jpg)
Examples
![Page 9: Service Blueprint - Uma ferramenta para apresentar estruturas de serviços](https://reader031.fdocumentos.com/reader031/viewer/2022012403/55a37eb51a28abec158b479c/html5/thumbnails/9.jpg)
Examples
![Page 10: Service Blueprint - Uma ferramenta para apresentar estruturas de serviços](https://reader031.fdocumentos.com/reader031/viewer/2022012403/55a37eb51a28abec158b479c/html5/thumbnails/10.jpg)
Examples
![Page 11: Service Blueprint - Uma ferramenta para apresentar estruturas de serviços](https://reader031.fdocumentos.com/reader031/viewer/2022012403/55a37eb51a28abec158b479c/html5/thumbnails/11.jpg)
Examples
![Page 12: Service Blueprint - Uma ferramenta para apresentar estruturas de serviços](https://reader031.fdocumentos.com/reader031/viewer/2022012403/55a37eb51a28abec158b479c/html5/thumbnails/12.jpg)
References
A Service Blueprinting: A Practical Technique for Service Innovation (PDF) Design Council (PDF) Design Services That Deliver Heller de Paula Service Design Tools Service Design Wikispaces The Noun Project Tool Hub