Unlocking Conversion_ The Art of Turning Visitors into Loyal Customers.pdf
Breaking the Blueprint - Chris Ferguson & Chad Story, Bridgeable
1. DRAF
Breaking The Blueprint
Hybrid tools for future
services
Chris Ferguson | Bridgeable | @chrisferg
Chad Story | Bridgeable | @chadstory
October 2nd, New York City
2. Page 2
PRESENTATION TITLE
⎯ WELCOME!⎯
FIND A PARTNER
&
TALK ABOUT YOUR FAVOURITE SERVICE DESIGN TOOL
WARM UP
5 minutes
16. Page 16
PRESENTATION TITLE
FIELD TO TABLE MADE
PHENOMENAL FOOD, BUT
FIELD TO TABLE MADE
PHENOMENAL FOOD, BUT
THE SERVICE WAS TERRIBLE.
DISCRETE PROBLEM, CLEAR TOOLS.
18. Page 18
PRESENTATION TITLE
Key Contact Name:
Contact Phone Number:
Date:
Delivery Address:
Delivery Time:
Departure Time:
Number of Guests:
IN EVERY ORDER:
______ = # of items
SET-UP:
EVENT DETAILS:
_____ Napkins
_____ Forks
_____ Knives
_____ Spoons
_____ Plates (Biodegradable)
_____ Plates (Reusable)
_____ Story cards
_____ Thank you cards
_____Cups (Cold)
_____ Mugs
DELIVERY SET-UP
FOOD/
BEVERAGES
CONDIMENTS/
ADD-ONS
ALLERGEN
LABELS
UTENSILS &
QUANTITY
MENU LABELS SPECIAL DIETS
plates
napkins cutlery
labellabel label label label label
label
cups
story cards
appetizer appetizer
main main
dessert dessert
drink
station
condiment condiment condiment condiment
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Delivery Process Map
DISCRETE PROBLEM, CLEAR TOOLS.
20. Page 20
PRESENTATION TITLEDISCRETE PROBLEM, CLEAR TOOLS.
Clearly defined team leads
Problem matches existing
tools
Understanding of the key
project stakeholders
Service level transformation
Foodshare
Discrete
23. Page 23
PRESENTATION TITLECOMPLEX PROBLEMS, HYBRID TOOLS
CHANGES IN THE REGULATORY
ENVIRONMENT AND WITH USER
BEHAVIOUR ARE PROMPTING
REINVENTION, BUT
ORGANIZATIONS ARE STRUGGLING TO
ADAPT THEIR OPERATING MODEL
CHANGES IN THE REGULATORY
ENVIRONMENT AND WITH USER
BEHAVIOUR ARE PROMPTING
REINVENTION, BUT
29. Page 29
PRESENTATION TITLECOMPLEX PROBLEMS, HYBRID TOOLS
COMPLEX PROBLEMS, HYBRID TOOLS
Unclear team leads and
responsibilities
Problem requires hybridized
tools
A mix of ambiguous external
and internal stakeholders
Enterprise wide
transformation with
Systemic implications
Pharma co.
Enterprise
Clearly defined team leads
Problem matches existing
tools
Understanding of the key
project stakeholders
Service level transformation
Foodshare
Discrete
32. Page 32
PRESENTATION TITLETHE MATERIAL
Challenge Card & Workbook
FIND ANOTHER PAIR TO WORK WITH
& MAKE SURE YOU EACH HAVE ALL THESE PIECES
⎯ TEAM UP! ⎯
33. Page 33
PRESENTATION TITLETHE CHALLENGE
CONGRATS! YOU’VE JOINED A
NEW DESIGN TEAM WITH A
SUCCESSFUL PROJECT, BUT
THERE ARE A LOT OF
CONCERNS…
Challenge Card
34. Page 34
PRESENTATION TITLETHE PROOF OF CONCEPT
BABYBUNDLE IS A SUITE OF APPS THAT CAN HELP YOU TAKE
BETTER CARE OF YOU AND YOUR CHILD’S HEALTH AND
WELLBEING BY ALLOWING YOU TO ACCESS ALL YOUR
PERSONAL AND CLINICAL INFORMATION IN ONE PLACE.
35. Page 35
PRESENTATION TITLEYOUR TASK
• Mom’s Healthcare Journey
• Proof of concept
• Stakeholders list &
questions
• Visualization examples
• Example of classic
Service design tools
• Hybrid service design tool
template to facilitate
dialogue and aggregate
information from
stakeholders.
• Instructions on how to use
it during the workshop
INPUTS OUTPUTS
Activity p.6-7
36. Page 36
PRESENTATION TITLETHE PROOF OF CONCEPT
BABYBUNDLE IS A SUITE OF APPS THAT CAN HELP YOU TAKE
BETTER CARE OF YOU AND YOUR CHILD’S HEALTH AND
WELLBEING BY ALLOWING YOU TO ACCESS ALL YOUR
PERSONAL AND CLINICAL INFORMATION IN ONE PLACE.
37. Page 37
PRESENTATION TITLE
THERE ARE MORE
OPPORTUNITIES THAN EVER
TO APPLY SERVICE TOOLS TO
SYSTEMIC CHALLENGES
⎯ TAKE AWAY 1 ⎯
38. Page 38
PRESENTATION TITLE
AS PRACTITIONERS THERE
ARE OPPORTUNITIES TO
THOUGHTFULLY REIMAGINE
OUR TOOLS AND PROCESSES
⎯ TAKE AWAY 2 ⎯