Service blueprint of Presby Neuro Clinic

Creator: Melissa Cliver, Jamin Hegeman, Kipum Lee, Leanne Libert, Kara Tennant (Carnagie Mellon University)
Client: Presby Neuro Clinic
The blueprint maps the entire clinic experience for patients and all of the supporting roles staff and Dr. Kassam play throughout. Mapping the service blueprint allowed the team to see the breakdowns in the clinic experience: the chaotic backstage processes, the absolute importance of Dr.Kassam in the system, the lack of patients’ engagement during the waiting time.

Food-Wellness-Diabetes Convergence

Creator: Larry Keeley’s students
This model demonstrates how food production, wellness, and diabetes have increasingly become overlapped over time. It was used to build a platform strategy addressing the diabetes epidemic in the United States.

Gain and Loss Model

Creators: Amy Batchu, Marilee Bowles-Carey, Preethi Lakshminarayanan, Amanda McKown, Shilpa Rao, Nallieli Santamaria, Gauri Verma and Nanqian Xu
Client: Liberty Mutual
This model highlights opportunity areas for Liberty Mutual and locates them in a time-based framework.

ideal in-car experience

Creator: Lextant
Client: Visteon
This model describes the ideal consumer experience regarding in-car electronics. It is a build off of a product attribute model, acting as a way to frame solutions.

IBM Strategy Model

Creator:
Client: IBM
This model shows a suggested change in strategic direction and a redefinition of offering.

Gack & Hack

Creator: eLab
Client: Johnson & Johnson
This model shows the steps and modes that a a cold-sufferer moves through.

Service Design Tools’ Experience Map

Creator: Service Design Tools
Client: 
This model shows a user’s touchpoints across multiple channels over the course of their journey. It also details the organizational back-end processes of personnel.

UPS Relationship Map

Creator: Sapient Nitro
Client: UPS
This model shows the relationship between sender and receiver, and the process that occurs between them.

Hyatt Channel and Scenarios

Creator: Sapient Nitro
Client: Hyatt
This model shows a hotel customer’s channels of interaction mapped across their hotel journey.

Type of model
time-based: journey
ecosystem: touchpoints

Practice Area
service
activity research

Stage of the design process
frame insights

Audience
client

Subject matter
hotel
business
vacation
travel
channels

Hyatt User Journey

Creator: Sapient Nitro
Client: Hyatt
This model shows a hotel customer’s journey.