Information Systems and Service Design (Fall 2011) UC Berkeley, School of Information

Analyze and discuss how your different service offerings come together to form a cohesive customer experience.

Depending on the revised scope of your project, select one of the two following options for this assignment.

Option 1: Service Blueprints
Create at least 2 service blueprints of different customer journeys through your services that depict the touch points and value creation in the service system. Make sure to indicate the line of visibility to delineate the frontstage from the backstage.

Option 2: Process Models
Creating an as-is process model for your service. Analyze this as-is process model to determine improvements that will enhance efficiency, appropriateness, overall value, or other attributes of the service. Remodel the ideal/should-be state and then discuss the changes required for the As-Is to become Should-Be. Also discuss the feasibility of these changes in light of the current state of your industry.

Don't forget to submit your updated traceability document.