HOW THE SMITHSONIAN BUILT THEIR JOURNEY MAP, WITH SAMIR BITAR – “we talked about exactly how Samir worked to build the first journey map for the Smithsonian which has established the blueprint for countless innovations in the visitor experience, as well as many basic experiences that needed to be consistent from one part of the museum to the other. Finally Samir walked us through a groundbreaking trip planning tool which Conde Nast called a game changer, which is the Smithsonian’s “Trip Planner.”’
Four Customer Loyalty
Myths—Busted from CEB
Nice presentation on Jobs to be Done by Jim Kalbach – webinar version
Terrific syllabus for a service design class taught by Molly Steenson at Carnegie Mellon – lots of good info here
Adaptive Path’s Guide to Service Blueprinting [PDF] – Really nice and fairly complete guide to service blueprinting specifically and service design in general
Designing for service: Creating an experience advantage – terrific PDF from Dubberly
Understanding the Lifecycle of Service Experiences
As awareness and capability grows for service design, more and more people are talking about “service experiences.” We are “designing for service experiences,” we are “delivering service experiences,” and we are “experiencing services.” But what makes up a service experience? What is this “lifecycle” thing all about? Well, I’m going to break it down for you and stake a claim that all services experiences follow this same lifecycle. Let’s dive in!
GREAT docs from Megan Miller for Service Blueprinting prep and action:
Practical Service Blueprinting Prep Checklist
Service Blueprints: Laying the Foundation – “Recently, we introduced you to the core concepts of service design, a powerful approach that examines complex interactions between people and their service experiences. With this post, we examine one of the primary tools of service design: the service blueprint.”
Designing for Multi-touchpoint Experiences – slideshow
The difference between a journey map and a service blueprint – Very nice overview here
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