Designing Multi-Interface Service Experiences
介绍了一种名为服务体验蓝图（SEB）的多学科方法，用于设计多界面服务体验，并通过一家多渠道银行的服务体验重新设计案例加以说明。该方法从研究客户服务体验入手，将服务活动分配给最合适的界面，并设计各界面以充分利用其独特能力，引导客户到能更好提升整体体验的其他界面。
This article introduces the Service Experience Blueprint (SEB), a multidisciplinary method for designing multi-interface service experiences, and illustrates its application with two case examples of the redesign of the service experiences of a multichannel bank. The SEB method starts by studying the customer service experience to understand customer experience requirements for different service activities and how these requirements can be satisfied through alternative service interfaces. Based on this analysis, the multi-interface service is designed to allocate service activities to the interfaces best suited to provide the desired experience, defining channel specialization and integration. Finally, with the SEB method each service interface is designed to best leverage its unique capabilities and guide customers to other service interfaces whenever that interface better enhances the overall customer experience. By incorporating the contributions of service management, interaction design, and software engineering, the SEB method is a multidisciplinary tool and terminology for service design.