Using Service Blueprints to Create Holistic Multi-Channel Experiences
When working on multi-channel experiences that blend both digital and human-to-human interfaces, service blueprints allow interaction designers to look beyond the pixels and peer into the structures and systems of touchpoints that create the service experience.
The process of discovering, designing, and weaving these touchpoints together is the core work and deliverable of service designers. Service blueprints embody the foundational concepts of service design and are a fundamental tool for clarifying the interactions between customers, digital touchpoints, employees, and 'backstage' activities (everything the customer does not see).
During this 2.5 hour workshop, you will learn about the anatomy of services and how to use service blueprints in your design practice. You will create a service blueprint documenting an existing service encounter and identify new opportunities. Utilizing this blueprint, you will explore
ways of manipulating aspects of service delivery to eliminate pain-points, improve the experience, and create new process efficiencies.
Moderator: Izac Ross
Izac is an Interaction Designer at Cooper. He blends methods from interaction design, industrial design, service management, business strategy, and design research to create new approaches and frameworks to solve problems that go beyond a single device, channel, or medium. Izac graduated from Savannah College of Art & Design with a degree in service design and additional concentrations in interaction and industrial design. Before joining Cooper, he held positions at Moment, Philips Design, & EightShapes, where he worked for a range of clients in healthcare, financial, and technology verticals including Philips Healthcare, Memorial Sloan Kettering Cancer Center, Sun Microsystems, American Express, Morgan Stanley, and Bloomberg.
There will be no refunds for tickets purchased for the Cooper Parlor
When & Where
Since 1992, Cooper has partnered with clients to define and deliver upon service and product strategy. We've design everything from medical devices to consumer products to sophisticated business tools for a wide variety of companies. Our specialty has always been bringing clarity to complex business challenges.
In 2002, we decided to expand our impact by teaching and mentoring clients and working professionals. Drawing from our 20+ years of experience, we offer corporate and public training in service strategy, brand strategy, product definition and design, research, visual design, leadership development and more. See our full list of courses and workshops at www.Cooper.com/training.