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Service Design by Ben Reason, Lavrans Løvlie, Andy Polaine

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CHAPTER 5

Images

Describing the Service Ecology

Why Map Service Ecologies?

The Network Society

Boxes versus Arrows—Finding the Invisible Connections

From Ecology Map to Service Blueprint

The Service Blueprint

Different Uses of Blueprints

Start with Broad Phases and Activities

Add the Touchpoint Channels

Low Fidelity versus High Fidelity

Zooming In and Out

Summary

As you start gathering insights and other background material for a project, you will need to structure this information in some way. In this chapter we discuss the role of the service blueprint, which helps you structure, design, and align touchpoint interactions as they unfold over time. First, ...

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