Using Service Blueprints to Create Holistic Multi-Channel Experiences

Peter March
Event date: 
June 19, 2013 - 4:30pm - 8:00pm
28 West 23rd Street, 5th Floor
New York, NY
United States
See map: Google Maps
New York IxDA
Event description: 

When working on multi-channel experiences that blend both digital and human-to-human interfaces, service blueprints allow interaction designers to look beyond the pixels and peer into the structures and systems of touchpoints that create the service experience.

The process of discovering, designing, and weaving these touchpoints together is the core work and deliverable of service designers. Service blueprints embody the foundational concepts of service design and are a fundamental tool for clarifying the interactions between customers, digital touchpoints, employees, and 'backstage' activities (everything the customer does not see).

During this 2.5 hour workshop, you will learn about the anatomy of services and how to use service blueprints in your design practice. You will create a service blueprint documenting an existing service encounter and identify new opportunities. Utilizing this blueprint, you will explore ways of manipulating aspects of service delivery to eliminate pain-points, improve the experience, and create new process efficiencies.

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5:30 - 6:00 p.m.  Networking and refreshments
6:00 - 8:30 p.m.  Workshop
8:30 - 9:00 p.m.  Wrap-up and discussion


Wednesday, June 19th 2013
5:30pm - 9:00pm

28 West 23rd Street
5th Floor
New York, NY 10010

Free and open to everyone interested, however tickets are required.

IMPORTANT!! Seating is limited. So you must have a ticket to attend. Please only RSVP if you know you can attend.

Cancellations: Please email us ( as soon as you know you cannot use your ticket. We'll release your seat for one of your fellow practitioners and generate good IxD karma for all involved!


Izac Ross is an Experience Designer at Moment, where he has worked on products for clients such as Bloomberg, Morgan Stanley, and Memorial Sloan-Kettering Cancer Center. Izac received his BFA in Service Design from the Savannah College of Art & Design. He blends methods from interaction design, industrial design, service management, and design research to create new approaches and frameworks to solve problems.


AppNexus is the world leader in real-time advertising technology, serving the most sophisticated companies in the ecosystem. The AppNexus platform is the only ad server built specifically for the real-time advertising business. Composed of interoperable display advertising technologies, the customizable AppNexus platform supports the evolving needs of buyers and sellers. AppNexus is led by a high-caliber management team that includes the founders of the world’s first and most successful ad exchanges at Right Media and DoubleClick, as well asleaders from AOL, HP and Vonage.

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See you there,

IxDA New York local leaders

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