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Using UML and Enterprise Architect(R)How to Design Services
ImproveImproveImproveImprove orororor innovateinnovateinnovateinnovate ServicesServicesServicesServices
GraphicalGraphicalGraphicalGraphicalLanguageLanguageLanguageLanguage
UML ToolUML ToolUML ToolUML Tool
4 Links
ServiceServiceServiceServiceDesignDesignDesignDesign
- Service definitionServiceAny activity or benefit that one party can give to another, that is essentially intangible and does not result in the ownership of anything. Its production may or may not be tied to a physical product.
Philip Philip Philip Philip KotlerKotlerKotlerKotlerProfessor of International MarketingProfessor of International MarketingProfessor of International MarketingProfessor of International Marketing
- Design definitionDesign
A process to create value for people.
- Service design definitionService Design
Service Design is the application of established design process and skills to the development of services. It is a creative and practical way to improve existing services and innovate new ones.
Stefan MoritzStefan MoritzStefan MoritzStefan Moritzfrom from from from ““““Service Design Service Design Service Design Service Design –––– Practical access to an evolving fieldPractical access to an evolving fieldPractical access to an evolving fieldPractical access to an evolving field””””
2. 2. 2. 2. TimelineTimeline
Timeline
Timeline
3. UML Model
3. UML Model
3. UML Model
3. UML Model
1. Service
1. Service
1. Service
1. Service
Interface
Interface
Interface
Interface
1. Service Interface(Concept)
- Service Interface #1
Service OrganizationCustomer
Service Interface
Touchpoints(Concept)
Moments
of Truth
Service Organization
Service Interface
Touchpoints
Customer
Service Organization
Service Interface
Touchpoints
Customer
Customer Journey
2. Customer Journey(Concept)
learn
plan
buy
ticket
enter
wait
bord
travel
arrive
remember
check
ticket
3. Service Blueprint(Concept)
line of interaction
cu
sto
me
ra
ctio
ns
physical
evidence
/ objects
on
sta
ge
inte
ractio
ns
ba
cksta
ge
actio
ns
su
pp
ort
pro
ce
ss
& IT
line of internal interaction
Line of Visibility
line of interaction
cu
sto
me
ra
ctio
ns
physical
evidence
/ objects
on
sta
ge
inte
ractio
ns
ba
cksta
ge
actio
ns
su
pp
ort
pro
ce
ss
& IT
line of internal interaction
Line of Visibility
show
schedule
and prices
query
bahn.de
server
select
central
database
bahn.deportal
compare
alternatives
different services
select
ticket
query
bahn.de
server
select
central
ticket
system
bahn.deportal
railwaystation
etc.
learn plan buy ticket enter wait
4 Links
UnifiedUnifiedUnifiedUnifiedModelingModelingModelingModelingLanguageLanguageLanguageLanguage
GraphicalGraphicalGraphicalGraphicalLanguageLanguageLanguageLanguage
- Service design definitionUML
The vocabulary and rules of a language such as the UML tell you how to create and read well-formed models, but they don't tell you what models you should create and when you should create them.
Grady Grady Grady Grady BoochBoochBoochBoochfrom from from from „„„„The Unified Modeling Language Users GuideThe Unified Modeling Language Users GuideThe Unified Modeling Language Users GuideThe Unified Modeling Language Users Guide““““, 1998 , 1998 , 1998 , 1998
UML UML UML UML UseUseUseUse CaseCaseCaseCase DiagramDiagramDiagramDiagram
OnstageOnstageOnstageOnstage
Backstage
Backstage
Backstage
Backstage
Business Business Business Business UseUseUseUse CaseCaseCaseCase
ObjectObjectObjectObject CustomerCustomerCustomerCustomer
VisibilityVisibilityVisibilityVisibility
System System System System UseUseUseUse CasesCasesCasesCases
Line ofLine ofLine ofLine of
UML UML UML UML UseUseUseUse CaseCaseCaseCase DiagramDiagramDiagramDiagram
Touch PointTouch PointTouch PointTouch Point
ProcessesProcessesProcessesProcesses
ProcessProcessProcessProcessSupportSupportSupportSupport
BusinessBusinessBusinessBusiness
4 Links
EnterpriseEnterpriseEnterpriseEnterpriseArchitectArchitectArchitectArchitect
UML ToolUML ToolUML ToolUML Tool
sparxsystems.com
Thank You
Thank YouEdmund Gröpl, www.team-kompetenz.de
- Links� Service Designservice-design-network.org
� Unified Modeling Languageuml.org
� Enterprise Architectsparxsystems.com
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