Service Delivery Analysis
Service Design & User-Centered Design
For the assignment, it was my team’s objective to create an infographic following the IPO framework that critically reviews the eight different approaches to mapping a service: the Service Blueprint Map, the Enhanced Blueprint Map, the Demos Journey to the Interface Map, the Moments of Contact Map, the AT-ONE Touchpoints, the Goal Driven Decisions Map, the Customer-Centered Innovation Map and the Customer Decision Journey Map.
This inforgraphic was intended to educate new and current service design students on the pros and cons of the eight mapping approaches. In order to analyze these approaches, my team and I used the experience of going on a Hearse Ghost Tour.
To set the stage and paint the big picture for our analysis, the service and user profiles had to be identified. We had to identify the stakeholders, the service encounters (triggers, entry and exit points), describe the service package, identify possible target audiences through bi-polar opposites, and create an ideal persona.
After analyzing the eight different approaches, we had to sort, categorize and synthesize our research findings through the expectation and satisfaction levels, bi-polar opposites, positioning maps and the 4-action framework.