<<Service-Design-workshop-CMU-Summer-Academy-(Service-System-Design).pdf
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Richard Claassens
IT-Architect, Afdeling Regie
SNS Bank 073-683 2311
mailto://Richard.Claassens@sns.nl
Linkedin : http://www.linkedin.com/pub/1/371/424
Pettelaarpark 120,
5216 PT, 's-Hertogenbosch
Gebouw: C Verdieping: 6-links
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14. Service Experience Blueprint for loan information at Internet service
p p
[no schedule]
wimlane F
[telephone advice] Select
W
[schedule meeting] telephone
Customer sw
Login to Choose advice
Select loan info
service advice option
Select
schedule
meeting
Line of interaction
Present Inform customer
bled
Internet Send login Present Retrieve loan info he/she will be
ne
banking
system swimlan
information service options loan info and advice
Technology enab
interface contacted
options
Line of customer visibility
F
s
F
Validate login Retrieve Select Send schedule
Send loan
info additional appropriate request with
info
customer info advisor customer info
Backend system
W Waiting point Beginning of process
activity
Service interface li k
S i i t f link
Customer F Fail point End of process
decision 14
15. Service Experience Blueprint for schedule a meeting at branch banking
Custom swimlane
W
Check
Confirm meeting
avaliability
mer
Line of interaction
Employee
visible actions Call customer to
Bank employe swimlane
schedule meeting
Line of customer visibility
ee
F
Employee Analyze customer
invisible actions Prepare meeting
and loan info
Line f internal i t
Li of i t l interaction
ti
Show meeting
Technology enabled
request and
system swimlane
Intranet loan info
interface
e
Line of employee visibility
F
Send schedule
request with loan
q
information
15
Backend system