Nick Remis

Service Experience Designer at AdaptivePath

Thu 25 May, 2017, 14:00

Working With Service Blueprints

Customer expectations have changed in recent years—no doubt about that. It’s not about the killer app or killer product anymore, it's about creating a killer ecosystem of touchpoints so customers can effortlessly move from app to call center, retail experience to web without missing a beat.

You know this; you've been working in journeys, designing across touchpoints, and zooming out to consider the bigger picture. But somewhere between vision and launch, you experience implementation and operational roadblocks, slowing progress and fragmenting the experience you've designed.

As designers, we must keep advocating for the concepts we've created while building an understanding of what it will take an organization to deliver on them. This means that beyond orchestrating the customer experience across multiple channels and touchpoints, we must also play a role in orchestrating the operations, staff, and infrastructure that these experiences are built on.

But fear not, a service blueprint is the collaborative canvas that addresses these problems by visualising complex and intangible systems, aligning efforts across silos and teams, and prototyping changes to the experience and operations before making large investments. In short, service blueprints are a design methodology and framework that help designers orchestrate how the customer experience—the frontstage—seamlessly connects with operations—the backstage. Service blueprints can be used throughout the design process to understand the experience and value delivery, document the current state of experience and operations, work with diverse multifunctional teams, and create plans for how experiences will be delivered in the future.

In this workshop, you’ll learn how to make a service blueprint and use it to discover service gaps and breakdowns, evolve the elements and processes within, and identify the operational changes and projects needed to reach a future vision.

About Nick Remis

Nick’s desire to understand the human condition and explore the diverse tapestry of human culture led him to the world of design. He believes that design is one of the key disciplines for addressing the human and business needs of a rapidly changing future.

As a Lead Service Experience Designer at Capital One, Nick leads teams at Capital One on understand how to connect with people, address their needs, and bring delightful service and products into the world without losing sight of the realistic. Most recently, he authored A Guide to Service Blueprinting, a practitioner's guide to working with service blueprints.

Before joining Capital One, Nick worked for Adaptive Path and Smart Design, where as a service designer and user experience designer he crafted engaging interactive experience and service encounters. Nick received his BFA in Service Design from Savannah College of Art and Design, where he studied a number of design disciplines, and holds an AAA in Graphic Design.

When not covering the walls of Capital One in sticky notes he can be found travelling the world, exploring nature, and teaching the tools of design to others.

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