Example of a service design blueprint, utilizing creative problem solving to overcome service issues.

1. blueprinting services - creative problem solving
Jeff Dull SERV 216 Service Blueprinting Professor Bau Winter 2013

2. Jeff Dull SERV 216 Service Blueprinting Professor Bau Winter 2013 2
coffee fox is the sister store
of foxy loxy. it is located
downtown savannah, on
broughton and whitaker.
coffee fox provides gourmet
coffee and baked goods in
a stylish atmosphere.

3. Jeff Dull SERV 216 Service Blueprinting Professor Bau Winter 2013 3
segmenting the market
Aficianado
on the run
$$$$$$
Makes Own
daily coffee
heavy mobile
user
techy
organized
Car
Folgers
lingerer
$
Buys Made
rarely coffee
light mobile user
luddite
fly by nite
walk/bike
jill jack
customer journey
COFFEE FOX
onstage
backstage
coffee
drinker
stakeholder map
barista
other coffee drinkers
baker
perc coffee roasters
perc coffee roasters
cashier
park downtown
walking downtown
need coffee Enter Door look at
paper menu
look at
bakery display
place order
cashier
baker staff
barista
pay wait receive order
walk to
fixin stand fix coffee
find a seat enjoy coffee walk to bus bin place dish in bin
put lid on coffee exit door
exit door
Trigger
Want Coffee
Need Coffee
Facilitate meeting/socializing
Outputs
-good coffee in a timely manner
-seating available, short wait times
-agreeable atmosphere for waiting
Inputs
-need coffee to wake up/refresh
-good coffee fast
-tired/dragging
-social meeting
-relaxing atmosphere
-social atmosphere
Process
Sensory
-smells like coffee
and fresh baked goods
-decent music at low levels
-artsy, quiant inviting atmosphere
-comfy worn looking chairs and tables
Emotional
-relaxed-welcome-hip/instyle
-social-satisfied-trendy
-hurried-annoyed
Entry/
Order Zone
Barista
Zone
Bar
Seating
Table
Seating
Coffee
Fixins
Restrooms
Merchandise
Shelves
Bakery
Display
Bulletin
Board
Major
Zones
coffee
drinker
key touchpoints
open door exit door
pick up
menu
pay
cashier
receive
coffee use
fixins
seating
to-go lid
self
bussing
jack
jill
bio
20 years old
male
SCAD Design Undergraduate
Savannah, GA
From Philadelphia, PA
research tools used to trace the user
experience and identify areas of interest
bio
32 years old
female
SCAD Design Graduate
Savannah, GA
From Boston, MA

4. Jeff Dull SERV 216 Service Blueprinting Professor Bau Winter 2013 4
· customer access
· employee customer interaction
· display of provided goods
· waiting periods during
service interaction
· auxillary provisions
· atmosphere
· clean-up
· signage
relevant areas of interest

5. Jeff Dull SERV 216 Service Blueprinting Professor Bau Winter 2013 5
how can coffee fox...
...provide easier access?
...improve customer interactions?
...improve visibility of menu items?
...make waiting pleasant?
...insure availability of auxillary goods?
...provide an improved work setting?
...make clean-up less of a chore?
...improve awareness of restroom?
...capitalize on limited space,
while catering to on the go
customers & engage all
customers in order to make
their experience, whether short
or long, enjoyable?

6. Jeff Dull SERV 216 Service Blueprinting Professor Bau Winter 2013 6
how can coffee fox...
...provide easier access?
...improve customer interactions?
...improve visibility of menu items?
...make waiting pleasant?
...insure availability of auxillary goods?
...provide an improved work setting?
...make clean-up less of a chore?
...improve awareness of restroom?
...capitalize on limited space,
while catering to on the go
customers & engage all
customers in order to make
their experience, whether short
or long, enjoyable?

7. Jeff Dull SERV 216 Service Blueprinting Professor Bau Winter 2013 7
optimization
creative problem solving
transformation
methodology of making something (as a design,
system, or decision) as fully perfect, functional,
or effective as possible
the operation of changing one configuration or
expression into another

8. Jeff Dull SERV 216 Service Blueprinting Professor Bau Winter 2013 8
optimization
creative problem solving
methodology of making something (as a design,
system, or decision) as fully perfect, functional,
or effective as possible
transformation
the operation of changing one configuration or
expression into another

9. Jeff Dull SERV 216 Service Blueprinting Professor Bau Winter 2013 9
optimization
creative problem solving
transformation
methodology of making something (as a design,
system, or decision) as fully perfect, functional,
or effective as possible
the operation of changing one configuration or
expression into another

10. Jeff Dull SERV 216 Service Blueprinting Professor Bau Winter 2013 10
the process
lateral thinking
matrices
affinity mapping

11. Jeff Dull SERV 216 Service Blueprinting Professor Bau Winter 2013 11
the process
lateral thinking
matrices
affinity mapping

12. Jeff Dull SERV 216 Service Blueprinting Professor Bau Winter 2013 12
1. phone app ordering
2. offer more exotic coffee
3. early morning discounts
4. early customer social hour
5. order via NFC
6. 2 order lines 1 for rush 1 for lingerers
7. 2 order lines 1 for drinks 1 for everything else
8. honor system self serve plain jane coffee
9. interactive ipad menu
10. add cream and sugar behind counter
11. One. Coffee. Period.
12. All in one to-go cups with stirrer lid and cream
13. giant multi touch order counter
14. baristas incentivized for fast orders
15. regulars in club get exclusive coffees
16. order by # : simplify
17. make baked goods more convenient; combos
18. quick interactive games while waiting
19. remove counter make ordering more personable
20. weekly pass with mug
21. automated brewing
22. order device with pager and short game
23. discount most popular drink, highlight on menu
24. overhead menu
25. install bike rack
26. lease nearby parking lot
27. get 15 minute parking in front of store
28. rate your barista app
29. employee training
30. incentive for customers to bring own mug
usercompany
screening of ideas
optimization concepts
Ideas were rated using a simple 1-10 rat-
ing system across 8 categories pertaining
to both the user and the company.
The best rated ideas are highlighted.
············································SCAMPER
·································· Break The Rules
················Opposites & Juxtapositions
····························4-Action Framework
·······················Changing perspectives
Criteria 1 2 3 4 5 6 7 8 9 10 11 12 13 14 15 16 17 18 19 20 21 22 23 24 25 26 27 28 29 30
Accessibility 7 5 3 4 6 8 6 10 7 3 8 8 9 4 5 9 8 5 9 7 6 6 8 9 7 7 8 5 2 4
Usability 9 5 3 3 9 7 5 10 8 3 5 9 9 3 8 9 6 5 8 9 8 6 7 9 5 6 6 7 2 7
Meaningfulness 5 8 4 6 5 8 4 5 5 5 1 8 8 4 10 3 6 10 10 9 5 6 7 4 5 6 5 9 7 9
Desirability 9 7 7 3 9 7 4 6 7 2 5 7 7 3 10 4 6 8 9 8 7 5 7 8 5 7 5 8 7 9
Relivance 5 8 5 3 6 5 4 5 4 1 5 5 5 5 9 3 7 5 9 10 6 3 9 5 4 3 2 5 5 6
Suitability 8 7 8 4 7 6 5 7 3 1 3 7 6 6 8 4 8 6 8 6 7 3 8 9 3 3 2 5 9 6
Feasability 9 8 9 3 7 8 7 9 1 5 3 8 3 5 8 7 10 5 4 9 7 3 10 7 4 3 1 5 10 6
Profitability 6 5 4 5 7 8 6 7 2 5 8 7 3 5 9 5 9 3 5 8 7 4 7 5 2 2 1 3 5 5
Total 58 53 43 31 56 57 41 59 37 25 38 59 50 35 67 44 60 47 62 66 53 36 63 56 35 37 30 47 47 52

13. Jeff Dull SERV 216 Service Blueprinting Professor Bau Winter 2013 13
1. phone app ordering
2. offer more exotic coffee
3. early morning discounts
4. early customer social hour
5. order via NFC
6. 2 order lines 1 for rush 1 for lingerers
7. 2 order lines 1 for drinks 1 for everything else
8. honor system self serve plain jane coffee
9. interactive ipad menu
10. add cream and sugar behind counter
11. One. Coffee. Period.
12. All in one to-go cups with stirrer lid and cream
13. giant multi touch order counter
14. baristas incentivized for fast orders
15. regulars in club get exclusive coffees
16. order by # : simplify
17. make baked goods more convenient; combos
18. quick interactive games while waiting
19. remove counter make ordering more personable
20. weekly pass with mug
21. automated brewing
22. order device with pager and short game
23. discount most popular drink, highlight on menu
24. overhead menu
25. install bike rack
26. lease nearby parking lot
27. get 15 minute parking in front of store
28. rate your barista app
29. employee training
30. incentive for customers to bring own mug
usercompany
screening of ideas
optimization concepts
Ideas were rated using a simple 1-10 rat-
ing system across 8 categories pertaining
to both the user and the company.
The best rated ideas are highlighted.
············································SCAMPER
·································· Break The Rules
················Opposites & Juxtapositions
····························4-Action Framework
·······················Changing perspectives
Criteria 1 2 3 4 5 6 7 8 9 10 11 12 13 14 15 16 17 18 19 20 21 22 23 24 25 26 27 28 29 30
Accessibility 7 5 3 4 6 8 6 10 7 3 8 8 9 4 5 9 8 5 9 7 6 6 8 9 7 7 8 5 2 4
Usability 9 5 3 3 9 7 5 10 8 3 5 9 9 3 8 9 6 5 8 9 8 6 7 9 5 6 6 7 2 7
Meaningfulness 5 8 4 6 5 8 4 5 5 5 1 8 8 4 10 3 6 10 10 9 5 6 7 4 5 6 5 9 7 9
Desirability 9 7 7 3 9 7 4 6 7 2 5 7 7 3 10 4 6 8 9 8 7 5 7 8 5 7 5 8 7 9
Relivance 5 8 5 3 6 5 4 5 4 1 5 5 5 5 9 3 7 5 9 10 6 3 9 5 4 3 2 5 5 6
Suitability 8 7 8 4 7 6 5 7 3 1 3 7 6 6 8 4 8 6 8 6 7 3 8 9 3 3 2 5 9 6
Feasability 9 8 9 3 7 8 7 9 1 5 3 8 3 5 8 7 10 5 4 9 7 3 10 7 4 3 1 5 10 6
Profitability 6 5 4 5 7 8 6 7 2 5 8 7 3 5 9 5 9 3 5 8 7 4 7 5 2 2 1 3 5 5
Total 58 53 43 31 56 57 41 59 37 25 38 59 50 35 67 44 60 47 62 66 53 36 63 56 35 37 30 47 47 52

14. Jeff Dull SERV 216 Service Blueprinting Professor Bau Winter 2013 14
1. phone app ordering
2. offer more exotic coffee
3. early morning discounts
4. early customer social hour
5. order via NFC
6. 2 order lines 1 for rush 1 for lingerers
7. 2 order lines 1 for drinks 1 for everything else
8. honor system self serve plain jane coffee
9. interactive ipad menu
10. add cream and sugar behind counter
11. One. Coffee. Period.
12. All in one to-go cups with stirrer lid and cream
13. giant multi touch order counter
14. baristas incentivized for fast orders
15. regulars in club get exclusive coffees
16. order by # : simplify
17. make baked goods more convenient; combos
18. quick interactive games while waiting
19. remove counter make ordering more personable
20. weekly pass with mug
21. automated brewing
22. order device with pager and short game
23. discount most popular drink, highlight on menu
24. overhead menu
25. install bike rack
26. lease nearby parking lot
27. get 15 minute parking in front of store
28. rate your barista app
29. employee training
30. incentive for customers to bring own mug
usercompany
screening of ideas
optimization concepts
Ideas were rated using a simple 1-10 rat-
ing system across 8 categories pertaining
to both the user and the company.
The best rated ideas are highlighted.
············································SCAMPER
·································· Break The Rules
················Opposites & Juxtapositions
····························4-Action Framework
·······················Changing perspectives
Criteria 1 2 3 4 5 6 7 8 9 10 11 12 13 14 15 16 17 18 19 20 21 22 23 24 25 26 27 28 29 30
Accessibility 7 5 3 4 6 8 6 10 7 3 8 8 9 4 5 9 8 5 9 7 6 6 8 9 7 7 8 5 2 4
Usability 9 5 3 3 9 7 5 10 8 3 5 9 9 3 8 9 6 5 8 9 8 6 7 9 5 6 6 7 2 7
Meaningfulness 5 8 4 6 5 8 4 5 5 5 1 8 8 4 10 3 6 10 10 9 5 6 7 4 5 6 5 9 7 9
Desirability 9 7 7 3 9 7 4 6 7 2 5 7 7 3 10 4 6 8 9 8 7 5 7 8 5 7 5 8 7 9
Relivance 5 8 5 3 6 5 4 5 4 1 5 5 5 5 9 3 7 5 9 10 6 3 9 5 4 3 2 5 5 6
Suitability 8 7 8 4 7 6 5 7 3 1 3 7 6 6 8 4 8 6 8 6 7 3 8 9 3 3 2 5 9 6
Feasability 9 8 9 3 7 8 7 9 1 5 3 8 3 5 8 7 10 5 4 9 7 3 10 7 4 3 1 5 10 6
Profitability 6 5 4 5 7 8 6 7 2 5 8 7 3 5 9 5 9 3 5 8 7 4 7 5 2 2 1 3 5 5
Total 58 53 43 31 56 57 41 59 37 25 38 59 50 35 67 44 60 47 62 66 53 36 63 56 35 37 30 47 47 52

15. Jeff Dull SERV 216 Service Blueprinting Professor Bau Winter 2013 15
1. phone app ordering
2. offer more exotic coffee
3. early morning discounts
4. early customer social hour
5. order via NFC
6. 2 order lines 1 for rush 1 for lingerers
7. 2 order lines 1 for drinks 1 for everything else
8. honor system self serve plain jane coffee
9. interactive ipad menu
10. add cream and sugar behind counter
11. One. Coffee. Period.
12. All in one to-go cups with stirrer lid and cream
13. giant multi touch order counter
14. baristas incentivized for fast orders
15. regulars in club get exclusive coffees
16. order by # : simplify
17. make baked goods more convenient; combos
18. quick interactive games while waiting
19. remove counter make ordering more personable
20. weekly pass with mug
21. automated brewing
22. order device with pager and short game
23. discount most popular drink, highlight on menu
24. overhead menu
25. install bike rack
26. lease nearby parking lot
27. get 15 minute parking in front of store
28. rate your barista app
29. employee training
30. incentive for customers to bring own mug
usercompany
screening of ideas
optimization concepts
Ideas were rated using a simple 1-10 rat-
ing system across 8 categories pertaining
to both the user and the company.
The best rated ideas are highlighted.
············································SCAMPER
·································· Break The Rules
················Opposites & Juxtapositions
····························4-Action Framework
·······················Changing perspectives
Criteria 1 2 3 4 5 6 7 8 9 10 11 12 13 14 15 16 17 18 19 20 21 22 23 24 25 26 27 28 29 30
Accessibility 7 5 3 4 6 8 6 10 7 3 8 8 9 4 5 9 8 5 9 7 6 6 8 9 7 7 8 5 2 4
Usability 9 5 3 3 9 7 5 10 8 3 5 9 9 3 8 9 6 5 8 9 8 6 7 9 5 6 6 7 2 7
Meaningfulness 5 8 4 6 5 8 4 5 5 5 1 8 8 4 10 3 6 10 10 9 5 6 7 4 5 6 5 9 7 9
Desirability 9 7 7 3 9 7 4 6 7 2 5 7 7 3 10 4 6 8 9 8 7 5 7 8 5 7 5 8 7 9
Relivance 5 8 5 3 6 5 4 5 4 1 5 5 5 5 9 3 7 5 9 10 6 3 9 5 4 3 2 5 5 6
Suitability 8 7 8 4 7 6 5 7 3 1 3 7 6 6 8 4 8 6 8 6 7 3 8 9 3 3 2 5 9 6
Feasability 9 8 9 3 7 8 7 9 1 5 3 8 3 5 8 7 10 5 4 9 7 3 10 7 4 3 1 5 10 6
Profitability 6 5 4 5 7 8 6 7 2 5 8 7 3 5 9 5 9 3 5 8 7 4 7 5 2 2 1 3 5 5
Total 58 53 43 31 56 57 41 59 37 25 38 59 50 35 67 44 60 47 62 66 53 36 63 56 35 37 30 47 47 52

16. Jeff Dull SERV 216 Service Blueprinting Professor Bau Winter 2013 16
1. phone app ordering
2. offer more exotic coffee
3. early morning discounts
4. early customer social hour
5. order via NFC
6. 2 order lines 1 for rush 1 for lingerers
7. 2 order lines 1 for drinks 1 for everything else
8. honor system self serve plain jane coffee
9. interactive ipad menu
10. add cream and sugar behind counter
11. One. Coffee. Period.
12. All in one to-go cups with stirrer lid and cream
13. giant multi touch order counter
14. baristas incentivized for fast orders
15. regulars in club get exclusive coffees
16. order by # : simplify
17. make baked goods more convenient; combos
18. quick interactive games while waiting
19. remove counter make ordering more personable
20. weekly pass with mug
21. automated brewing
22. order device with pager and short game
23. discount most popular drink, highlight on menu
24. overhead menu
25. install bike rack
26. lease nearby parking lot
27. get 15 minute parking in front of store
28. rate your barista app
29. employee training
30. incentive for customers to bring own mug
usercompany
screening of ideas
optimization concepts
Ideas were rated using a simple 1-10 rat-
ing system across 8 categories pertaining
to both the user and the company.
The best rated ideas are highlighted.
············································SCAMPER
·································· Break The Rules
················Opposites & Juxtapositions
····························4-Action Framework
·······················Changing perspectives
Criteria 1 2 3 4 5 6 7 8 9 10 11 12 13 14 15 16 17 18 19 20 21 22 23 24 25 26 27 28 29 30
Accessibility 7 5 3 4 6 8 6 10 7 3 8 8 9 4 5 9 8 5 9 7 6 6 8 9 7 7 8 5 2 4
Usability 9 5 3 3 9 7 5 10 8 3 5 9 9 3 8 9 6 5 8 9 8 6 7 9 5 6 6 7 2 7
Meaningfulness 5 8 4 6 5 8 4 5 5 5 1 8 8 4 10 3 6 10 10 9 5 6 7 4 5 6 5 9 7 9
Desirability 9 7 7 3 9 7 4 6 7 2 5 7 7 3 10 4 6 8 9 8 7 5 7 8 5 7 5 8 7 9
Relivance 5 8 5 3 6 5 4 5 4 1 5 5 5 5 9 3 7 5 9 10 6 3 9 5 4 3 2 5 5 6
Suitability 8 7 8 4 7 6 5 7 3 1 3 7 6 6 8 4 8 6 8 6 7 3 8 9 3 3 2 5 9 6
Feasability 9 8 9 3 7 8 7 9 1 5 3 8 3 5 8 7 10 5 4 9 7 3 10 7 4 3 1 5 10 6
Profitability 6 5 4 5 7 8 6 7 2 5 8 7 3 5 9 5 9 3 5 8 7 4 7 5 2 2 1 3 5 5
Total 58 53 43 31 56 57 41 59 37 25 38 59 50 35 67 44 60 47 62 66 53 36 63 56 35 37 30 47 47 52

17. Jeff Dull SERV 216 Service Blueprinting Professor Bau Winter 2013 17
Criteria 1 2 3 4 5 6 7 8 9 10 11 12 13 14 15 16 17 18 19 20 21 22 23 24 25 26 27 28 29 30
Accessibility 10 9 6 3 5 5 9 10 8 9 7 8 9 10 2 1 4 8 1 3 6 7 1 7 5 4 10 3 8 5
Usability 10 8 6 3 5 3 8 9 8 9 3 7 6 7 2 1 3 8 1 2 7 5 1 7 8 3 9 3 7 3
Meaningfulness 5 10 7 6 5 2 4 7 3 6 1 4 3 5 4 7 6 2 1 4 5 10 1 1 6 2 5 5 5 8
Desirability 8 9 8 5 5 1 5 7 5 8 1 3 2 5 2 2 5 2 1 5 5 5 1 4 7 1 7 7 3 5
Relivance 5 6 9 3 2 1 3 5 3 5 1 1 4 4 4 6 5 1 1 2 5 4 1 1 8 5 1 1 1 7
Suitability 2 9 8 2 2 1 3 8 2 6 2 6 3 3 3 1 5 4 3 3 5 2 1 1 9 4 4 1 2 7
Feasability 2 8 8 5 5 2 3 8 2 6 10 9 3 9 6 1 5 2 6 5 6 1 1 1 9 6 4 3 3 2
Profitability 8 9 7 5 7 1 2 8 5 7 5 5 3 7 3 1 5 5 5 3 5 1 1 1 6 1 5 5 3 5
Total 50 68 59 32 36 16 37 62 36 56 30 43 33 50 26 20 38 32 19 27 44 35 8 23 58 26 45 28 32 42
usercompany
screening of ideas
transformative concepts
Ideas were rated using a simple 1-10 rat-
ing system across 8 categories pertaining
to both the user and the company.
The best rated ideas are highlighted.
1. coffee delivery
2. scheduled orders
3. coffee subscriptions
4. customer controlled blending
5. coffee and ice cream
6. shuttle service
7. partner with other local businesses
8. coffee carts
9. produce keurig k cups
10. outdoor barista
11. one. coffee. period.
12. 4 option order card
13. gas stations style pumps
14. premade full to-go cups (pizza by the slice)
15. dog biscuits with coffee
16. baristas guess order based on stereotypes
17. 5-star restaurant style (multiple course)
18. works like an atm
19. works like the dmv (pick a number)
20. name your price haggling (car sales)
21. buffett style coffee
22. concierge coffee service
23. caffeine injection service
24. offer everyone elses brand coffee
25. show competitors prices for comparison
26. alarm
27. nascar coffee
28. uav coffee delivery
29. robot delivers your coffee
30. rainbow colored coffee
············································SCAMPER
·································· Break The Rules
················Opposites & Juxtapositions
····························4-Action Framework
·······················Changing perspectives

18. Jeff Dull SERV 216 Service Blueprinting Professor Bau Winter 2013 18
Criteria 1 2 3 4 5 6 7 8 9 10 11 12 13 14 15 16 17 18 19 20 21 22 23 24 25 26 27 28 29 30
Accessibility 10 9 6 3 5 5 9 10 8 9 7 8 9 10 2 1 4 8 1 3 6 7 1 7 5 4 10 3 8 5
Usability 10 8 6 3 5 3 8 9 8 9 3 7 6 7 2 1 3 8 1 2 7 5 1 7 8 3 9 3 7 3
Meaningfulness 5 10 7 6 5 2 4 7 3 6 1 4 3 5 4 7 6 2 1 4 5 10 1 1 6 2 5 5 5 8
Desirability 8 9 8 5 5 1 5 7 5 8 1 3 2 5 2 2 5 2 1 5 5 5 1 4 7 1 7 7 3 5
Relivance 5 6 9 3 2 1 3 5 3 5 1 1 4 4 4 6 5 1 1 2 5 4 1 1 8 5 1 1 1 7
Suitability 2 9 8 2 2 1 3 8 2 6 2 6 3 3 3 1 5 4 3 3 5 2 1 1 9 4 4 1 2 7
Feasability 2 8 8 5 5 2 3 8 2 6 10 9 3 9 6 1 5 2 6 5 6 1 1 1 9 6 4 3 3 2
Profitability 8 9 7 5 7 1 2 8 5 7 5 5 3 7 3 1 5 5 5 3 5 1 1 1 6 1 5 5 3 5
Total 50 68 59 32 36 16 37 62 36 56 30 43 33 50 26 20 38 32 19 27 44 35 8 23 58 26 45 28 32 42
usercompany
screening of ideas
transformative concepts
Ideas were rated using a simple 1-10 rat-
ing system across 8 categories pertaining
to both the user and the company.
The best rated ideas are highlighted.
1. coffee delivery
2. scheduled orders
3. coffee subscriptions
4. customer controlled blending
5. coffee and ice cream
6. shuttle service
7. partner with other local businesses
8. coffee carts
9. produce keurig k cups
10. outdoor barista
11. one. coffee. period.
12. 4 option order card
13. gas stations style pumps
14. premade full to-go cups (pizza by the slice)
15. dog biscuits with coffee
16. baristas guess order based on stereotypes
17. 5-star restaurant style (multiple course)
18. works like an atm
19. works like the dmv (pick a number)
20. name your price haggling (car sales)
21. buffett style coffee
22. concierge coffee service
23. caffeine injection service
24. offer everyone elses brand coffee
25. show competitors prices for comparison
26. alarm
27. nascar coffee
28. uav coffee delivery
29. robot delivers your coffee
30. rainbow colored coffee
············································SCAMPER
·································· Break The Rules
················Opposites & Juxtapositions
····························4-Action Framework
·······················Changing perspectives

19. Jeff Dull SERV 216 Service Blueprinting Professor Bau Winter 2013 19
Criteria 1 2 3 4 5 6 7 8 9 10 11 12 13 14 15 16 17 18 19 20 21 22 23 24 25 26 27 28 29 30
Accessibility 10 9 6 3 5 5 9 10 8 9 7 8 9 10 2 1 4 8 1 3 6 7 1 7 5 4 10 3 8 5
Usability 10 8 6 3 5 3 8 9 8 9 3 7 6 7 2 1 3 8 1 2 7 5 1 7 8 3 9 3 7 3
Meaningfulness 5 10 7 6 5 2 4 7 3 6 1 4 3 5 4 7 6 2 1 4 5 10 1 1 6 2 5 5 5 8
Desirability 8 9 8 5 5 1 5 7 5 8 1 3 2 5 2 2 5 2 1 5 5 5 1 4 7 1 7 7 3 5
Relivance 5 6 9 3 2 1 3 5 3 5 1 1 4 4 4 6 5 1 1 2 5 4 1 1 8 5 1 1 1 7
Suitability 2 9 8 2 2 1 3 8 2 6 2 6 3 3 3 1 5 4 3 3 5 2 1 1 9 4 4 1 2 7
Feasability 2 8 8 5 5 2 3 8 2 6 10 9 3 9 6 1 5 2 6 5 6 1 1 1 9 6 4 3 3 2
Profitability 8 9 7 5 7 1 2 8 5 7 5 5 3 7 3 1 5 5 5 3 5 1 1 1 6 1 5 5 3 5
Total 50 68 59 32 36 16 37 62 36 56 30 43 33 50 26 20 38 32 19 27 44 35 8 23 58 26 45 28 32 42
usercompany
screening of ideas
transformative concepts
Ideas were rated using a simple 1-10 rat-
ing system across 8 categories pertaining
to both the user and the company.
The best rated ideas are highlighted.
1. coffee delivery
2. scheduled orders
3. coffee subscriptions
4. customer controlled blending
5. coffee and ice cream
6. shuttle service
7. partner with other local businesses
8. coffee carts
9. produce keurig k cups
10. outdoor barista
11. one. coffee. period.
12. 4 option order card
13. gas stations style pumps
14. premade full to-go cups (pizza by the slice)
15. dog biscuits with coffee
16. baristas guess order based on stereotypes
17. 5-star restaurant style (multiple course)
18. works like an atm
19. works like the dmv (pick a number)
20. name your price haggling (car sales)
21. buffett style coffee
22. concierge coffee service
23. caffeine injection service
24. offer everyone elses brand coffee
25. show competitors prices for comparison
26. alarm
27. nascar coffee
28. uav coffee delivery
29. robot delivers your coffee
30. rainbow colored coffee
············································SCAMPER
·································· Break The Rules
················Opposites & Juxtapositions
····························4-Action Framework
·······················Changing perspectives

20. Jeff Dull SERV 216 Service Blueprinting Professor Bau Winter 2013 20
Criteria 1 2 3 4 5 6 7 8 9 10 11 12 13 14 15 16 17 18 19 20 21 22 23 24 25 26 27 28 29 30
Accessibility 10 9 6 3 5 5 9 10 8 9 7 8 9 10 2 1 4 8 1 3 6 7 1 7 5 4 10 3 8 5
Usability 10 8 6 3 5 3 8 9 8 9 3 7 6 7 2 1 3 8 1 2 7 5 1 7 8 3 9 3 7 3
Meaningfulness 5 10 7 6 5 2 4 7 3 6 1 4 3 5 4 7 6 2 1 4 5 10 1 1 6 2 5 5 5 8
Desirability 8 9 8 5 5 1 5 7 5 8 1 3 2 5 2 2 5 2 1 5 5 5 1 4 7 1 7 7 3 5
Relivance 5 6 9 3 2 1 3 5 3 5 1 1 4 4 4 6 5 1 1 2 5 4 1 1 8 5 1 1 1 7
Suitability 2 9 8 2 2 1 3 8 2 6 2 6 3 3 3 1 5 4 3 3 5 2 1 1 9 4 4 1 2 7
Feasability 2 8 8 5 5 2 3 8 2 6 10 9 3 9 6 1 5 2 6 5 6 1 1 1 9 6 4 3 3 2
Profitability 8 9 7 5 7 1 2 8 5 7 5 5 3 7 3 1 5 5 5 3 5 1 1 1 6 1 5 5 3 5
Total 50 68 59 32 36 16 37 62 36 56 30 43 33 50 26 20 38 32 19 27 44 35 8 23 58 26 45 28 32 42
usercompany
screening of ideas
transformative concepts
Ideas were rated using a simple 1-10 rat-
ing system across 8 categories pertaining
to both the user and the company.
The best rated ideas are highlighted.
1. coffee delivery
2. scheduled orders
3. coffee subscriptions
4. customer controlled blending
5. coffee and ice cream
6. shuttle service
7. partner with other local businesses
8. coffee carts
9. produce keurig k cups
10. outdoor barista
11. one. coffee. period.
12. 4 option order card
13. gas stations style pumps
14. premade full to-go cups (pizza by the slice)
15. dog biscuits with coffee
16. baristas guess order based on stereotypes
17. 5-star restaurant style (multiple course)
18. works like an atm
19. works like the dmv (pick a number)
20. name your price haggling (car sales)
21. buffet style coffee
22. concierge coffee service
23. caffeine injection service
24. offer everyone elses brand coffee
25. show competitors prices for comparison
26. alarm
27. nascar coffee
28. uav coffee delivery
29. robot delivers your coffee
30. rainbow colored coffee
············································SCAMPER
·································· Break The Rules
················Opposites & Juxtapositions
····························4-Action Framework
·······················Changing perspectives

21. Jeff Dull SERV 216 Service Blueprinting Professor Bau Winter 2013 21
Criteria 1 2 3 4 5 6 7 8 9 10 11 12 13 14 15 16 17 18 19 20 21 22 23 24 25 26 27 28 29 30
Accessibility 10 9 6 3 5 5 9 10 8 9 7 8 9 10 2 1 4 8 1 3 6 7 1 7 5 4 10 3 8 5
Usability 10 8 6 3 5 3 8 9 8 9 3 7 6 7 2 1 3 8 1 2 7 5 1 7 8 3 9 3 7 3
Meaningfulness 5 10 7 6 5 2 4 7 3 6 1 4 3 5 4 7 6 2 1 4 5 10 1 1 6 2 5 5 5 8
Desirability 8 9 8 5 5 1 5 7 5 8 1 3 2 5 2 2 5 2 1 5 5 5 1 4 7 1 7 7 3 5
Relivance 5 6 9 3 2 1 3 5 3 5 1 1 4 4 4 6 5 1 1 2 5 4 1 1 8 5 1 1 1 7
Suitability 2 9 8 2 2 1 3 8 2 6 2 6 3 3 3 1 5 4 3 3 5 2 1 1 9 4 4 1 2 7
Feasability 2 8 8 5 5 2 3 8 2 6 10 9 3 9 6 1 5 2 6 5 6 1 1 1 9 6 4 3 3 2
Profitability 8 9 7 5 7 1 2 8 5 7 5 5 3 7 3 1 5 5 5 3 5 1 1 1 6 1 5 5 3 5
Total 50 68 59 32 36 16 37 62 36 56 30 43 33 50 26 20 38 32 19 27 44 35 8 23 58 26 45 28 32 42
usercompany
screening of ideas
transformative concepts
Ideas were rated using a simple 1-10 rat-
ing system across 8 categories pertaining
to both the user and the company.
The best rated ideas are highlighted.
1. coffee delivery
2. scheduled orders
3. coffee subscriptions
4. customer controlled blending
5. coffee and ice cream
6. shuttle service
7. partner with other local businesses
8. coffee carts
9. produce keurig k cups
10. outdoor barista
11. one. coffee. period.
12. 4 option order card
13. gas stations style pumps
14. premade full to-go cups (pizza by the slice)
15. dog biscuits with coffee
16. baristas guess order based on stereotypes
17. 5-star restaurant style (multiple course)
18. works like an atm
19. works like the dmv (pick a number)
20. name your price haggling (car sales)
21. buffett style coffee
22. concierge coffee service
23. caffeine injection service
24. offer everyone elses brand coffee
25. show competitors prices for comparison
26. alarm
27. nascar coffee
28. uav coffee delivery
29. robot delivers your coffee
30. rainbow colored coffee
············································SCAMPER
·································· Break The Rules
················Opposites & Juxtapositions
····························4-Action Framework
·······················Changing perspectives

22. Jeff Dull SERV 216 Service Blueprinting Professor Bau Winter 2013 22
optimization
solutions
scheduled orders
coffee subscriptions
coffee carts
outdoor barista
comparative pricing with competitors
transformation
All in one to-go cups with stirrer, lid, sugar & cream
regulars in club get exclusive coffees
remove counter to make ordering more personable
weekly pass with mug
discount most popular drink and highlight on menu
Order via NFC

23. Jeff Dull SERV 216 Service Blueprinting Professor Bau Winter 2013 23
optimization
solutions
scheduled orders
coffee subscriptions
coffee carts
outdoor barista
comparative pricing with competitors
transformation
All in one to-go cups with stirrer, lid, sugar & cream
regulars in club get exclusive coffees
remove counter to make ordering more personable
weekly pass with mug
discount most popular drink and highlight on menu
Order via NFC

24. Jeff Dull SERV 216 Service Blueprinting Professor Bau Winter 2013 24
optimization
solutions
scheduled orders
coffee subscriptions
coffee carts
outdoor barista
comparative pricing with competitors
transformation
All in one to-go cups with stirrer, lid, sugar & cream
regulars in club get exclusive coffees
remove counter to make ordering more personable
weekly pass with mug
discount most popular drink and highlight on menu
Order via NFC

25. Jeff Dull SERV 216 Service Blueprinting Professor Bau Winter 2013 25
optimizationsolutions
transformationOrder via NFC
compara-
tive pricing
with com-
petitors
outdoor
barista
coffee
carts
coffee
subscrip-
tions
scheduled
orders
All in one
to-go cups
with stirrer,
lid, sugar
& cream
regulars in
club get
exclusive
coffees remove
counter
to make
ordering
more per-
sonable w
eekly
pass
w
ith
m
ug
discount
most popu-
lar drink and
highlight on
menu

26. Jeff Dull SERV 216 Service Blueprinting Professor Bau Winter 2013 26
a
c
b
optimizationsolutions
transformation
subscription coffee service
membership includes mug
exclusive exotic coffee for members
weekly/monthly payment option
scheduled coffee pickup for no wait
overhead menu
highlight the most popular drink and
discount it
comparative pricing with competitors
outdoor barista in front of store
coffe carts around downtown savannah
remove counter inside to make ordering more personable

27. Jeff Dull SERV 216 Service Blueprinting Professor Bau Winter 2013 27
optimizationsolutions
transformation
subscription coffee service
membership includes mug
exclusive exotic coffee for members
weekly/monthly payment option
scheduled coffee pickup for no wait
overhead menu
highlight the most popular drink and
discount it
comparative pricing with competitors
outdoor barista in front of store
coffe carts around downtown savannah
remove counter inside to make ordering more personable
a
c
b

28. Jeff Dull SERV 216 Service Blueprinting Professor Bau Winter 2013 28
optimizationsolutions
transformation
subscription coffee service
membership includes mug
exclusive exotic coffee for members
weekly/monthly payment option
scheduled coffee pickup for no wait
overhead menu
highlight the most popular drink and
discount it
comparative pricing with competitors
outdoor barista in front of store
coffe carts around downtown savannah
remove counter inside to make ordering more personable
a
c
b

29. Jeff Dull SERV 216 Service Blueprinting Professor Bau Winter 2013 29
optimizationsolutions
transformation
subscription coffee service
membership includes mug
exclusive exotic coffee for members
weekly/monthly payment option
scheduled coffee pickup for no wait
overhead menu
highlight the most popular drink and
discount it
comparative pricing with competitors
outdoor barista in front of store
coffee carts around downtown savannah
remove counter inside to make ordering more personable
a
c
b

30. Jeff Dull SERV 216 Service Blueprinting Professor Bau Winter 2013 30
optimizationsolutions
need
coffee
go to
coffee fox
update order
schedule via
phone app
pay for service
weekly or
monthly
barista has
custom
order ready
exotic coffee
exclusive for
members
comes with
fox club
membership
enter
door
hand
barista
mug
barista
fills mug
barista
has order
ready
receive
coffee
exit door
feel cool
& enjoy
coffee
subscription coffee service
membership includes mug
exclusive exotic coffee for members
weekly/monthly payment option
scheduled coffee pickup for no wait
has fox club
membership
a

31. Jeff Dull SERV 216 Service Blueprinting Professor Bau Winter 2013 31
optimizationsolutions
need
coffee
go to
coffee fox
update order
schedule via
phone app
pay for service
weekly or
monthly
barista has
custom
order ready
exotic coffee
exclusive for
members
comes with
fox club
membership
has fox club
membership
enter
door
hand
barista
mug
barista
fills mug
barista
has order
ready
receive
coffee
exit door
feel cool
& enjoy
coffee
subscription coffee service
membership includes mug
exclusive exotic coffee for members
weekly/monthly payment option
scheduled coffee pickup for no wait
a

32. Jeff Dull SERV 216 Service Blueprinting Professor Bau Winter 2013 32
optimizationsolutions
need
coffee
go to
coffee fox
enter door
scan
overhead
menu
notice it’s
cheaper than
starbucks
see high-
lighted
*MPB
place
order for
MPB
pay
cashier
receive
order
exit
door
wait
enjoy coffee
and saved
money$$$
overhead menu
highlight the most popular drink and
discount it
comparative pricing with competitors
b
*MPB-Most Popular Beverage
observe
comparative
pricing
updated
weekly with
competitions
prices
*MPB
updated
monthly
barista
prepares
beverage

33. Jeff Dull SERV 216 Service Blueprinting Professor Bau Winter 2013 33
optimizationsolutions
need
coffee
go to
coffee fox
enter door
scan
overhead
menu
notice it’s
cheaper than
starbucks
see high-
lighted
*MPB
place
order for
MPB
pay
cashier
receive
order
exit
door
wait
enjoy coffee
and saved
money$$$
overhead menu
highlight the most popular drink and
discount it
comparative pricing with competitors
b
*MPB-Most Popular Beverage
observe
comparative
pricing
updated
weekly with
competitions
prices
*MPB
updated
monthly
barista
prepares
beverage

34. Jeff Dull SERV 216 Service Blueprinting Professor Bau Winter 2013 34
transformationsolutions
need
coffee
stumble
upon
coffee cart
barista has
popular
drinks ready
coffee carts
convenient
to downtown
previously
seen coffee
carts DT
read
menu
order
coffee
barista
fills order
pay
barista
receive
coffee
walk
away
enjoy coffee
and
convenience
coffee carts around downtown savannah
outdoor barista in front of store
remove counter inside to make ordering more personable
c

35. Jeff Dull SERV 216 Service Blueprinting Professor Bau Winter 2013 35
transformationsolutions
need
coffee
stumble
upon
coffee cart
barista has
popular
drinks ready
coffee carts
convenient
to downtown
previously
seen coffee
carts DT
read
menu
order
coffee
barista
fills order
pay
barista
receive
coffee
walk
away
enjoy coffee
and
convenience
c
coffee carts around downtown savannah
outdoor barista in front of store
remove counter inside to make ordering more personable

36. Jeff Dull SERV 216 Service Blueprinting Professor Bau Winter 2013 36
transformationsolutions
need
coffee
walk
up to
coffee fox
barista has
popular
drinks ready
outside
barista, order
on sidewalk
read
menu
order
coffee
barista
fills order
pay
barista
receive
coffee
walk
away
enjoy coffee
and
convenience
c
coffee carts around downtown savannah
outdoor barista in front of store
remove counter inside to make ordering more personable

37. Jeff Dull SERV 216 Service Blueprinting Professor Bau Winter 2013 37
transformationsolutions
need
coffee
walk
up to
coffee fox
barista has
popular
drinks ready
outside
barista, order
on sidewalk
read
menu
order
coffee
barista
fills order
pay
barista
receive
coffee
walk
away
enjoy coffee
and
convenience
c
coffee carts around downtown savannah
outdoor barista in front of store
remove counter inside to make ordering more personable

38. Jeff Dull SERV 216 Service Blueprinting Professor Bau Winter 2013 38
transformationsolutions
lackofcounter
facilitatesawarm
interaction
enjoy coffee
and
feel involved
c
coffee carts around downtown savannah
outdoor barista in front of store
remove counter inside to make ordering more personable
need
coffee
go to
coffee fox
enter
door
walk up
to
barista
pay
barista
place
order receive
coffee
exit door
feel welcome
and engaged

39. Jeff Dull SERV 216 Service Blueprinting Professor Bau Winter 2013 39
lackofcounter
facilitatesawarm
interaction
enjoy coffee
and
feel involved
need
coffee
go to
coffee fox
enter
door
walk up
to
barista
pay
barista
place
order receive
coffee
exit door
feel welcome
and engaged
transformationsolutions
c
coffee carts around downtown savannah
outdoor barista in front of store
remove counter inside to make ordering more personable

40. Jeff Dull SERV 216 Service Blueprinting Professor Bau Winter 2013 40
thank you

41. Jeff Dull SERV 216 Service Blueprinting Professor Bau Winter 2013 41