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Developing a film-based service experience blueprinting technique

机译：开发基于电影的服务体验蓝图技术

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摘要

The arts are labelled an important driver of value co-creation. Research suggests that businesses can translate the arts into action using the potency of art forms. Film is one of these art forms available to businesses that are willing to draw value from employing arts-based initiatives and approaches. Film as an art form, as well as its technological evolution, is opening up new perspectives for the service industry, also for designing and managing services. The technique of service blueprinting, developed in the 1980s, has since been applied and improved. Nevertheless, the conventional service blueprinting technique does not properly capture and visualise the customer's service experience. To date, the art form and medium of film has not been suitably conceptualised and integrated into the method of blueprinting of service experiences. This conceptual paper addresses this gap and showcases how digital film can be used for the development of a film-based service experience blueprinting technique to make service issues more comprehensible and service redesign more customer focused.
机译：艺术被标记为价值共同创造的重要驱动力。研究表明，企业可以利用艺术形式的力量将艺术转化为行动。电影是愿意从采用基于艺术的计划和方法中汲取价值的企业使用的这些艺术形式之一。电影作为一种艺术形式及其技术发展，正在为服务业以及服务的设计和管理开辟新的视角。此后于1980年代开发的服务蓝图技术已得到应用和改进。但是，传统的服务蓝图技术无法正确地捕获和可视化客户的服务体验。迄今为止，电影的艺术形式和媒介还没有得到适当的概念化，也没有融入服务体验蓝图的方法中。本概念文件解决了这一差距，并展示了如何将数字电影用于基于电影的服务体验蓝图技术的开发，以使服务问题更易于理解，并且服务重新设计更加以客户为中心。

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