About this Workshop
Like all other Experience Maps (e.g. User/Customer Journey), the Service Blueprint is a powerful tool to put things into perspective. It gives a bigger picture of the experience users or customers go through, but more so how the company’s internal processes and departments are structured to realise this experience. More than that, through its workshop setting it helps externalise, discuss, and align different mental models and goals of the various departments – simply put – it gets them on the same page, resulting in a more optimised and streamlined prioritisation, implementation, and optimisation of the corresponding service/product.In this workshop, you'll gain invaluable insights into the power and strategic significance of the Service Blueprint.
What you’ll learn
The Service Blueprint Workshop will be structured in three parts. In the first part (ca. 1 hour), we will establish a theoretical foundation to ensure everyone has a common understanding of the method. In the second part (ca 2 hours), we will conduct a role-playing exercise to demonstrate and discuss facilitation techniques, tricks and pitfalls. In the final part (ca. 1 hour), attendees will prepare their own future Service Blueprint workshops.
Agenda
15-16h: Theoretical understanding of the method
16-18h: Roleplay and discussion
18-19h: Prepare your own Service Blueprint workshop
Martina is a UX/Service Designer and a certified Psychologist = UX Psychologist, working since 2001 on re-designing certain parts of the web.
Since 2009 she was able to influence the eco-systems in big companies like Volkswagen, T-Online, eBay, PayPal, Emirates Airlines, Cortal Consors (BNP Paribas), StepStone, The Co-Operative Bank and many others. She has also supported some chosen start-ups in Europe, primarily by driving their research and strategy phases and therefore establishing a user-centred Design approach and the supporting structures.
Further, Martina is very engaged in sharing her knowledge and experience, so next to public appearances at conferences and meet-ups, she is a mentor for younger, but also experienced colleagues, as well as an instructor/lecturer for UX.