A Study on the Utilization of Service Blueprint Combining the Components of Scenario Description Swimlanes

2021 ◽  
Vol 27 (2) ◽  
pp. 145-153
Author(s):  
So Hee Park
Keyword(s):  
Service Blueprint

scholarly journals ENGAGING END USERS IN AN AI-ENABLED SMART SERVICE DESIGN - THE APPLICATION OF THE SMART SERVICE BLUEPRINT SCAPE (SSBS) FRAMEWORK

2021 ◽  
Vol 1 ◽  
pp. 1363-1372
Author(s):  
Fan Li ◽  
Yuan Lu
Keyword(s):  
Decision Making ◽  
Design Process ◽  
End Users ◽  
Social Lives ◽  
Mobility Service ◽  
Ai Ethics ◽  
Smart Service ◽  
Design Case Study ◽  
Diverse Context ◽  
Service Blueprint

AbstractArtificial Intelligence (AI) has expanded in a diverse context, it infiltrates our social lives and is a critical part of algorithmic decision-making. Adopting AI technology, especially AI-enabled design, by end users who are non-AI experts is still limited. The incomprehensible, untransparent decision-making and difficulty of using AI become obstacles which prevent these end users to adopt AI technology. How to design the user experience (UX) based on AI technologies is an interesting topic to explore.This paper investigates how non-AI-expert end users can be engaged in the design process of an AI-enabled application by using a framework called Smart Service Blueprint Scape (SSBS), which aims to establish a bridge between UX and AI systems by mapping and translating AI decisions based on UX. A Dutch mobility service called ‘stUmobiel ’ was taken as a design case study. The goal is to design a reservation platform with stUmobiel end users. Co-creating with case users and assuring them to understand the decision-making and service provisional process of the AI-enabled design is crucial to promote users’ adoption. Furthermore, the concern of AI ethics also arises in the design process and should be discussed in a broader sense.

scholarly journals The Pan London Emergency Cardiac Surgery service blueprint

2020 ◽  
Vol 35 (8) ◽  
pp. 1767-1768
Author(s):  
Daniel Paul Fudulu ◽  
Gianni Davide Angelini ◽  
Hunaid Vohra
Keyword(s):  
Cardiac Surgery ◽  
Service Blueprint

scholarly journals Gestão Visual: mapeando experiências a partir de blueprints de serviço no cenário remoto

ModaPalavra ◽  
2020 ◽  
Vol 14 (31) ◽  
pp. 116-142
Author(s):  
Débora Wernke ◽  
Júlio Teixeira
Keyword(s):  
Recursos Humanos ◽  
Service Blueprint

A Gestão Visual aliada às ferramentas de Design de Serviços mostra-se como uma boa estratégia para a implementação do mapeamento de processos em cenários remotos. O objetivo geral do presente estudo foi apresentar seus conceitos e implementar o service blueprint como uma ferramenta facilitadora para o mapeamento de experiências dos processos da área de Recursos Humanos. Visando proporcionar a melhor interação e prática das ações, foi realizada a pesquisa-ação na empresa Jungle Devs, participando então do mapeamento de toda a jornada do processo de seleção de novos candidatos. A Gestão Visual por meio da ferramenta service blueprint mostrou-se necessária ao alinhamento do time nessa modalidade, além de facilitar o entendimento do processo aos demais colaboradores da empresa. Assim, a implementação do service blueprint como ferramenta visual foi desdobrada à demais processos, e de outras áreas, para que se atingisse a maturidade dos mesmos frente a expansão da empresa.

scholarly journals Quality Improvement for A Shoe Laundry Using Integration Model of Service Blueprint, Failure Mode and Effect Analysis, and Fault Tree Analysis

2018 ◽  
Vol 218 ◽  
pp. 04006
Author(s):  
Natalia Hartono ◽  
Andry M Panjaitan ◽  
Abram Noel
Keyword(s):  
Service Quality ◽  
Failure Mode ◽  
Service Failure ◽  
Fault Tree ◽  
Fault Tree Analysis ◽  
Integration Model ◽  
Effect Analysis ◽  
Tree Analysis ◽  
Before And After ◽  
Service Blueprint

Nowadays, shoes are not just a casual footwear. Certain shoes can tell the social class of a person. The increase of shoe prices and social status of wearing expensive shoes became a trigger for the development of shoe laundry services. There were a service quality problems in a shoe laundry in Tangerang, Indonesia. Several methods to improve service quality was studied and it is decided to propose a new model, which is integration model of Service Blueprint, Failure Mode and Effect Analysis (FMEA) and Fault Tree Analysis (FTA). The research starts with identifying the problem with observation and interview, then build Service Blueprint. Based on the fail point that has been identified in Service Blueprint, the FMEA used to find which process is the most dominant cause of failure and the most urgent for improvement. The next step is using FTA to find the root cause of the failure of the dominant cause. After analyzing the FTA, the improvement was proposed and implemented. Service failure before and after implementation was compared to see the improvements. There are 6 suggestion and implemented. After the implementation, the error in each process was measured and it is found a decrease in error in each process.

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