{"id":18241,"date":"2020-02-05T15:23:57","date_gmt":"2020-02-05T06:23:57","guid":{"rendered":"https:\/\/uxdaystokyo.com\/articles\/?post_type=glossary&#038;p=18241"},"modified":"2020-06-08T21:51:15","modified_gmt":"2020-06-08T12:51:15","slug":"service-blueprint","status":"publish","type":"glossary","link":"https:\/\/uxdaystokyo.com\/articles\/glossary\/service-blueprint\/","title":{"rendered":"\u30b5\u30fc\u30d3\u30b9\u30d6\u30eb\u30fc\u30d7\u30ea\u30f3\u30c8"},"content":{"rendered":"<p>\u30e6\u30fc\u30b6\u30fc\u3060\u3051\u3067\u306a\u304f\u3001\u30b5\u30fc\u30d3\u30b9\u3092\u63d0\u4f9b\u3059\u308b\u30b9\u30bf\u30c3\u30d5\u3068\u3044\u3063\u305f\u30e6\u30fc\u30b6\u30fc\u4ee5\u5916\u306e\u30b9\u30c6\u30fc\u30af\u30db\u30eb\u30c0\u30fc\u306e\u8996\u70b9\u304b\u3089\u3082\u30b5\u30fc\u30d3\u30b9\u63d0\u4f9b\u30d7\u30ed\u30bb\u30b9\u3092\u8a18\u8ff0\u3059\u308b\u3001\u30b5\u30fc\u30d3\u30b9\u904b\u7528\u3001\u8a2d\u8a08\u30c4\u30fc\u30eb\u3002\u5f93\u696d\u54e1\u3084\u9867\u5ba2\u306e\u4f53\u9a13\u3092\u6539\u5584\u3059\u308b\u305f\u3081\u306b\u30d3\u30b8\u30cd\u30b9\u30ea\u30bd\u30fc\u30b9\u3092\u8a08\u753b\u3057\u3066\u7d44\u7e54\u5316\u3059\u308b\u30b5\u30fc\u30d3\u30b9\u30c7\u30b6\u30a4\u30f3\u3067\u4f7f\u7528\u3055\u308c\u308b\u30c4\u30fc\u30eb\u306e1\u3064\u3067\u3042\u308b\u3002<\/p>\n<p>1980\u5e74\u4ee3\u524d\u534a\u306b<ruby>G. Lynn Shostack<rt>\u30ea\u30f3\u30fb\u30b7\u30e7\u30b9\u30bf\u30c3\u30af<\/rt><\/ruby>\u6c0f\u304c\u63d0\u5531\u3057\u305f\u3002\u306a\u304a\u3001\u30d6\u30eb\u30fc\u30d7\u30ea\u30f3\u30c8\u3068\u306f\u3001\u65e5\u672c\u8a9e\u3067\u306f\u300c\u9752\u5199\u771f\u300d\u3068\u3082\u547c\u3070\u308c\u3001\u8a2d\u8a08\u56f3\u306e\u8907\u5199\u306b\u7528\u3044\u3089\u308c\u3066\u3044\u305f\u3053\u3068\u304b\u3089\u8ee2\u3058\u3066\u300c\u5c06\u6765\u306e\u8a08\u753b\u300d\u300c\u5b8c\u6210\u4e88\u60f3\u56f3\u300d\u3068\u3044\u3046\u610f\u5473\u3092\u6301\u3064\u3002<\/p>\n<div id=\"attachment_18245\" style=\"width: 172px\" class=\"wp-caption aligncenter\"><img loading=\"lazy\" decoding=\"async\" aria-describedby=\"caption-attachment-18245\" src=\"https:\/\/uxdaystokyo.com\/articles\/wp-content\/uploads\/2020\/02\/lynn-shostack.jpg\" alt=\"\u8096\u50cf \u30ea\u30f3\u30fb\u30b7\u30e7\u30b9\u30bf\u30c3\u30af\u6c0f\" width=\"162\" height=\"230\" class=\"size-full wp-image-18245\" \/><p id=\"caption-attachment-18245\" class=\"wp-caption-text\">\u30ea\u30f3\u30fb\u30b7\u30e7\u30b9\u30bf\u30c3\u30af\u6c0f<br \/>(\u51fa\u5178\u5143:<a href=\"https:\/\/www.princeton.edu\/news\/2011\/06\/16\/shostack-gives-10-million-endow-project-x-fund-giving-freedom-tinkerers\" target=\"_blank\" rel=\"noopener noreferrer\">Princeton University<\/a>)<\/p><\/div>\n<h2>\u30b5\u30fc\u30d3\u30b9\u30d6\u30eb\u30fc\u30d7\u30ea\u30f3\u30c8\u306e\u7279\u5fb4<\/h2>\n<h3>\u30e6\u30fc\u30b6\u30fc\u306e\u884c\u52d5\u3068\u30b9\u30bf\u30c3\u30d5\u30fb\u30b7\u30b9\u30c6\u30e0\u306e\u50cd\u304d\u3092\u8996\u899a\u5316\u3059\u308b<\/h3>\n<p>\u30ab\u30b9\u30bf\u30de\u30fc\u30b8\u30e3\u30fc\u30cb\u30fc\u30de\u30c3\u30d7\u306f\u9867\u5ba2\u304c\u30b5\u30fc\u30d3\u30b9\u3092\u5229\u7528\u3059\u308b\u969b\u306e\u30d7\u30ed\u30bb\u30b9\u3092\u30de\u30c3\u30d4\u30f3\u30b0\u3059\u308b\u30c4\u30fc\u30eb\u3067\u3042\u308b\u306e\u306b\u5bfe\u3057\u3066\u3001\u30b5\u30fc\u30d3\u30b9\u30d6\u30eb\u30fc\u30d7\u30ea\u30f3\u30c8\u306f\u9867\u5ba2\u3068\u30b5\u30fc\u30d3\u30b9\u63d0\u4f9b\u8005\u306e\u3084\u308a\u53d6\u308a\u306b\u7126\u70b9\u3092\u5f53\u3066\u3066\u3044\u308b\u3053\u3068\u304c\u7279\u5fb4\u3067\u3042\u308b\u3002<\/p>\n<p><strong>\u9867\u5ba2\u306e\u30a2\u30af\u30b7\u30e7\u30f3<\/strong>\u306b\u5408\u308f\u305b\u3066\u3001<strong>\u30e6\u30fc\u30b6\u30fc\u304c\u76f4\u63a5\u63a5\u3059\u308b\u30d5\u30ed\u30f3\u30c8\u30b9\u30c6\u30fc\u30b8\u3084\u30e6\u30fc\u30b6\u30fc\u304c\u898b\u308b\u3053\u3068\u304c\u3067\u304d\u306a\u3044\u30d0\u30c3\u30af\u30b9\u30c6\u30fc\u30b8\u306e\u30b9\u30bf\u30c3\u30d5\u3084\u30b7\u30b9\u30c6\u30e0<\/strong>\u304c\u3069\u306e\u69d8\u306b\u9023\u643a\u3057\u3066\u4f5c\u7528\u3059\u308b\u306e\u304b\u3092\u8996\u899a\u5316\u3067\u304d\u308b\u3002<\/p>\n<p>\u30b5\u30fc\u30d3\u30b9\u304c\u30e6\u30fc\u30b6\u30fc\u306b\u63d0\u4f9b\u3055\u308c\u308b\u30d7\u30ed\u30bb\u30b9\u3092\u3001\u9867\u5ba2\u306e\u30a2\u30af\u30b7\u30e7\u30f3\u3001\u30bf\u30c3\u30c1\u30dd\u30a4\u30f3\u30c8\u3001\u63d0\u4f9b\u73fe\u5834\u306b\u304a\u3051\u308b\u30b9\u30bf\u30c3\u30d5\u306e\u884c\u52d5\u3001\u30b5\u30fc\u30d3\u30b9\u306e\u652f\u63f4\u3084\u904b\u55b6\u3059\u308b\u30b7\u30b9\u30c6\u30e0\u306b\u95a2\u308f\u308b\u30b9\u30bf\u30c3\u30d5\u306e\u884c\u52d5\u306a\u3069\u3092\u6642\u7cfb\u5217\u3067\u8a18\u8ff0\u3059\u308b\u3002<\/p>\n<p>\u30ab\u30b9\u30bf\u30de\u30fc\u30b8\u30e3\u30fc\u30cb\u30fc\u30de\u30c3\u30d7\u3092\u4f5c\u6210\u3057\u3001\u305d\u308c\u306b\u5bfe\u5fdc\u3059\u308b\u30e6\u30fc\u30b6\u30fc\u30b4\u30fc\u30eb\u304c\u5171\u6709\u3055\u308c\u305f\u5f8c\u306b\u3001\u30b5\u30fc\u30d3\u30b9\u30d6\u30eb\u30fc\u30d7\u30ea\u30f3\u30c8\u306f\u4f5c\u6210\u3055\u308c\u308b\u3002<\/p>\n<p>1\u3064\u306e\u30b5\u30fc\u30d3\u30b9\u30d6\u30eb\u30fc\u30d7\u30ea\u30f3\u30c8\u306f\u3001\u7279\u5b9a\u306e\u30e6\u30fc\u30b6\u30fc\u30b7\u30ca\u30ea\u30aa\u306b\u5bfe\u5fdc\u3057\u3066\u3044\u308b\u3002\u7a7a\u6e2f\u306e\u30b5\u30fc\u30d3\u30b9\u4f53\u9a13\u306e\u4e2d\u3067\u3001\u8377\u7269\u3092\u9810\u3051\u308b\u30b7\u30ca\u30ea\u30aa\u3068\u3001\u6a5f\u5185\u3067\u904e\u3054\u3059\u30b7\u30ca\u30ea\u30aa\u3001\u8377\u7269\u3092\u53d7\u3051\u53d6\u308b\u30b7\u30ca\u30ea\u30aa\u3068\u3044\u3046\u3088\u3046\u306b\u3001\u5358\u4e00\u306e\u30b5\u30fc\u30d3\u30b9\u306e\u4e2d\u3067\u63d0\u4f9b\u3059\u308b\u30b7\u30ca\u30ea\u30aa\u304c\u8907\u6570\u5b58\u5728\u3059\u308b\u5834\u5408\u306f\u3001\u30b5\u30fc\u30d3\u30b9\u30d6\u30eb\u30fc\u30d7\u30ea\u30f3\u30c8\u3092\u8907\u6570\u4f5c\u6210\u3059\u308b\u5fc5\u8981\u304c\u3042\u308b\u3002<br \/>\n<div id=\"attachment_18248\" style=\"width: 914px\" class=\"wp-caption aligncenter\"><img loading=\"lazy\" decoding=\"async\" aria-describedby=\"caption-attachment-18248\" src=\"https:\/\/uxdaystokyo.com\/articles\/wp-content\/uploads\/2020\/02\/service-blue-print-user-scenario.png\" alt=\"\u7a7a\u6e2f\u306b\u304a\u3051\u308b\u30e6\u30fc\u30b6\u30fc\u30b7\u30ca\u30ea\u30aa\u4f8b\" width=\"904\" height=\"497\" class=\"size-full wp-image-18248\" srcset=\"https:\/\/uxdaystokyo.com\/articles\/wp-content\/uploads\/2020\/02\/service-blue-print-user-scenario.png 904w, https:\/\/uxdaystokyo.com\/articles\/wp-content\/uploads\/2020\/02\/service-blue-print-user-scenario-300x165.png 300w, https:\/\/uxdaystokyo.com\/articles\/wp-content\/uploads\/2020\/02\/service-blue-print-user-scenario-768x422.png 768w\" sizes=\"auto, (max-width: 904px) 100vw, 904px\" \/><p id=\"caption-attachment-18248\" class=\"wp-caption-text\">\u7a7a\u6e2f\u306b\u304a\u3051\u308b\u30e6\u30fc\u30b6\u30fc\u30b7\u30ca\u30ea\u30aa\u4f8b<\/p><\/div><\/p>\n<h3>\u8a2d\u8a08\u3057\u305f\u4f53\u9a13\u304c\u5b9f\u73fe\u3067\u304d\u308b\u304b\u691c\u8a0e\u3059\u308b\u3068\u304d\u306b\u7528\u3044\u308b<\/h3>\n<p>\u30b5\u30fc\u30d3\u30b9\u30d6\u30eb\u30fc\u30d7\u30ea\u30f3\u30c8\u306f\u3001\u8a08\u753b\u3057\u305f\u30e6\u30fc\u30b6\u30fc\u4f53\u9a13\u3092\u5b9f\u73fe\u3055\u305b\u308b\u305f\u3081\u306e\u30aa\u30da\u30ec\u30fc\u30b7\u30e7\u30f3\u3084\u30b7\u30b9\u30c6\u30e0\u8a2d\u8a08\u306e\u969b\u306b\u3001\u60c5\u5831\u3092\u8996\u899a\u5316\u3059\u308b\u305f\u3081\u306b\u7528\u3044\u3089\u308c\u308b\u3002\u30b5\u30fc\u30d3\u30b9\u5168\u4f53\u306e\u57fa\u672c\u8a2d\u8a08\u304c\u304a\u304a\u3088\u305d\u56fa\u307e\u3063\u305f\u5f8c\u306b\u3001\u30b9\u30bf\u30c3\u30d5\u306e\u30aa\u30da\u30ec\u30fc\u30b7\u30e7\u30f3\u3084\u30b7\u30b9\u30c6\u30e0\u8a2d\u8a08\u3001\u30bf\u30c3\u30c1\u30dd\u30a4\u30f3\u30c8\u306e\u8a2d\u8a08\u304c\u5b9f\u65bd\u3055\u308c\u308b\u3002<\/p>\n<p>\u30b5\u30fc\u30d3\u30b9\u30d6\u30eb\u30fc\u30d7\u30ea\u30f3\u30c8\u306f\u4e3b\u306b2\u3064\u306e\u5834\u9762\u3067\u5229\u7528\u3055\u308c\u308b\u3002<\/p>\n<p>1\u70b9\u76ee\u306f\u3001\u30ab\u30b9\u30bf\u30de\u30fc\u30b8\u30e3\u30fc\u30cb\u30fc\u30de\u30c3\u30d7\u306a\u3069\u3092\u7528\u3044\u3066\u9867\u5ba2\u4f53\u9a13\u3092\u5b9a\u7fa9\u3057\u305f\u5f8c\u3001\u305d\u306e\u5b9f\u73fe\u306b\u5411\u3051\u305f\u30ea\u30bd\u30fc\u30b9\u306e\u6d3b\u7528\u65b9\u6cd5\u3092\u691c\u8a0e\u3059\u308b\u5834\u9762\u3067\u3042\u308b\u3002<\/p>\n<p>2\u70b9\u76ee\u306f\u3001\u7d44\u7e54\u8a2d\u8a08\u3084\u696d\u52d9\u30d7\u30ed\u30bb\u30b9\u3092\u6539\u5584\u3059\u308b\u305f\u3081\u306b\u3001\u65e5\u5e38\u696d\u52d9\u306e\u30d5\u30ed\u30fc\u304b\u3089\u554f\u984c\u70b9\u3092\u62bd\u51fa\u3057\u3001\u89e3\u6c7a\u7b56\u3092\u691c\u8a0e\u3059\u308b\u5834\u9762\u3067\u3042\u308b\u3002<\/p>\n<h2>\u30b5\u30fc\u30d3\u30b9\u30d6\u30eb\u30fc\u30d7\u30ea\u30f3\u30c8\u306b\u542b\u307e\u308c\u308b\u4e3b\u306a\u8981\u7d20<\/h2>\n<p>\u8868\u793a\u5f62\u5f0f\u306f\u69d8\u3005\u3067\u3042\u308b\u304c\u3001\u4ee5\u4e0b\u306e\u4e3b\u8981\u7d20\u306b\u3088\u3063\u3066\u69cb\u6210\u3055\u308c\u308b\u3002<\/p>\n<p>\u30b9\u30c6\u30fc\u30af\u30db\u30eb\u30c0\u30fc\u306b\u306f\u3001\u4eba\u9593\u306e\u30b9\u30bf\u30c3\u30d5\u3068\u30b7\u30b9\u30c6\u30e0\u306e\u4e21\u65b9\u304c\u542b\u307e\u308c\u308b\u3002<\/p>\n<ul>\n<li style=\"margin-bottom: 1em;\"><strong>\u9867\u5ba2\u306e\u30a2\u30af\u30b7\u30e7\u30f3 (customer actions)<\/strong><br \/>\n\u30e6\u30fc\u30b6\u30fc\u81ea\u8eab\u304c\u5b9f\u65bd\u3059\u308b\u6d3b\u52d5<\/li>\n<li style=\"margin-bottom: 1em;\"><strong>\u30d5\u30ed\u30f3\u30c8\u30b9\u30c6\u30fc\u30b8\u306e\u30a2\u30af\u30b7\u30e7\u30f3 (frontstage actions)<\/strong><br \/>\n\u30e6\u30fc\u30b6\u30fc\u306e\u76ee\u306b\u898b\u3048\u308b\u30b9\u30c6\u30fc\u30af\u30db\u30eb\u30c0\u30fc\u306e\u6d3b\u52d5<\/li>\n<li style=\"margin-bottom: 1em;\"><strong>\u30d0\u30c3\u30af\u30b9\u30c6\u30fc\u30b8\u306e\u30a2\u30af\u30b7\u30e7\u30f3 (backstage actions)<\/strong><br \/>\n\u30e6\u30fc\u30b6\u30fc\u306e\u76ee\u306b\u898b\u3048\u306a\u3044\u30b9\u30c6\u30fc\u30af\u30db\u30eb\u30c0\u30fc\u306e\u6d3b\u52d5<\/li>\n<li><strong>\u30d7\u30ed\u30bb\u30b9 (processes)<\/strong><br \/>\n\u4e0a\u8a18\u306e\u30a2\u30af\u30b7\u30e7\u30f3\u3092\u30b5\u30dd\u30fc\u30c8\u3059\u308b\u30b9\u30c6\u30fc\u30af\u30db\u30eb\u30c0\u30fc\u306e\u6d3b\u52d5\u3002<br \/>\n\u5404\u4e3b\u8981\u7d20\u306f\u3001\u5883\u754c\u7dda\u306b\u3088\u3063\u3066\u30af\u30e9\u30b9\u30bf\u30fc\u306b\u5206\u3051\u3089\u308c\u3066\u304a\u308a\u3001\u4ee5\u4e0b\u306e\u5883\u754c\u7dda\u304c\u5b58\u5728\u3059\u308b<\/p>\n<ul style=\"margin-top: 1em;\">\n<li style=\"margin-bottom: 1em;\"><strong>\u30a4\u30f3\u30bf\u30e9\u30af\u30b7\u30e7\u30f3\u306e\u5883\u754c\u7dda (line of interaction)<\/strong><br \/>\n\u30e6\u30fc\u30b6\u30fc\u3068\u30b9\u30c6\u30fc\u30af\u30db\u30eb\u30c0\u30fc\u9593\u306e\u76f4\u63a5\u7684\u306a\u3084\u308a\u3068\u308a\u3092\u8868\u73fe\u3059\u308b<\/li>\n<li style=\"margin-bottom: 1em;\"><strong>\u53ef\u8996\u5883\u754c\u7dda(line of visibility)<\/strong><br \/>\n\u30e6\u30fc\u30b6\u30fc\u306b\u898b\u3048\u308b\u6d3b\u52d5\u3068\u898b\u3048\u306a\u3044\u6d3b\u52d5\u3092\u533a\u5225\u3059\u308b\u3002\u30d5\u30ed\u30f3\u30c8\u30b9\u30c6\u30fc\u30b8\u306e\u5185\u5bb9\u3092\u7dda\u3088\u308a\u4e0a\u306b\u3001\u30d0\u30c3\u30af\u30b9\u30c6\u30fc\u30b8\u306e\u5185\u5bb9\u3092\u7dda\u3088\u308a\u4e0b\u306b\u8868\u793a\u3059\u308b<\/li>\n<li><strong>\u7d44\u7e54\u5185\u306e\u30a4\u30f3\u30bf\u30e9\u30af\u30b7\u30e7\u30f3\u306e\u5883\u754c\u7dda\uff08line of internal interaction\uff09<\/strong><br \/>\n\u30e6\u30fc\u30b6\u30fc\u3068\u30b9\u30bf\u30c3\u30d5\u9593\u306e\u3084\u308a\u53d6\u308a\u3092\u76f4\u63a5\u7684\u306b\u306f\u30b5\u30dd\u30fc\u30c8\u3057\u306a\u3044\u30b9\u30bf\u30c3\u30d5\u3092\u533a\u5225\u3059\u308b<\/li>\n<\/ul>\n<\/li>\n<\/ul>\n<p><strong>\u4f8b) \u7a7a\u6e2f\u30ab\u30a6\u30f3\u30bf\u30fc\u3067\u3001\u8377\u7269\u3092\u9810\u3051\u308b\u4f53\u9a13<\/strong><\/p>\n<div id=\"attachment_18246\" style=\"width: 1216px\" class=\"wp-caption aligncenter\"><img loading=\"lazy\" decoding=\"async\" aria-describedby=\"caption-attachment-18246\" src=\"https:\/\/uxdaystokyo.com\/articles\/wp-content\/uploads\/2020\/02\/service-blue-print-main-element.png\" alt=\"\u30b5\u30fc\u30d3\u30b9\u30d6\u30eb\u30fc\u30d7\u30ea\u30f3\u30c8\u306e\u4e3b\u8981\u7d20\" width=\"1206\" height=\"652\" class=\"size-full wp-image-18246\" srcset=\"https:\/\/uxdaystokyo.com\/articles\/wp-content\/uploads\/2020\/02\/service-blue-print-main-element.png 1206w, https:\/\/uxdaystokyo.com\/articles\/wp-content\/uploads\/2020\/02\/service-blue-print-main-element-300x162.png 300w, https:\/\/uxdaystokyo.com\/articles\/wp-content\/uploads\/2020\/02\/service-blue-print-main-element-1024x554.png 1024w, https:\/\/uxdaystokyo.com\/articles\/wp-content\/uploads\/2020\/02\/service-blue-print-main-element-768x415.png 768w\" sizes=\"auto, (max-width: 1206px) 100vw, 1206px\" \/><p id=\"caption-attachment-18246\" class=\"wp-caption-text\">\u30b5\u30fc\u30d3\u30b9\u30d6\u30eb\u30fc\u30d7\u30ea\u30f3\u30c8\u306e\u4e3b\u8981\u7d20<br \/>(\u7ffb\u8a33\u30fb\u53c2\u8003\u5143: <a href=\"https:\/\/www.nngroup.com\/articles\/service-blueprints-definition\/\" target=\"_blank\" rel=\"noopener noreferrer\">Service Blueprints: Definition<\/a>)<\/p><\/div>\n<h3>\u9867\u5ba2\u306e\u30a2\u30af\u30b7\u30e7\u30f3\uff08customer actions\uff09<\/h3>\n<p>\u30ea\u30b5\u30fc\u30c1\u3084\u30ab\u30b9\u30bf\u30de\u30fc\u30b8\u30e3\u30fc\u30cb\u30fc\u30de\u30c3\u30d7\u304b\u3089\u5c0e\u304d\u51fa\u3055\u308c\u305f\u3001\u30b5\u30fc\u30d3\u30b9\u306e\u4e2d\u3067\u7279\u5b9a\u306e\u30e6\u30fc\u30b6\u30fc\u30b4\u30fc\u30eb\u306e\u9054\u6210\u306b\u5411\u3051\u3066\u5b9f\u65bd\u3059\u308b\u3084\u308a\u53d6\u308a\u3084\u30b9\u30c6\u30c3\u30d7\u3001\u9078\u629e\u3092\u6307\u3059\u3002<\/p>\n<div class=\"rounded-corners-box\">\u4f8b\uff09<br \/>\n\u30e6\u30fc\u30b6\u30fc\u30b4\u30fc\u30eb\uff1a\u4e57\u308b\u4e88\u5b9a\u306e\u98db\u884c\u6a5f\u306b\u8377\u7269\u3092\u9810\u3051\u3001\u73fe\u5730\u3067\u53d7\u3051\u53d6\u308a\u305f\u3044<br \/>\n\u30a2\u30af\u30b7\u30e7\u30f3\uff1a\u7a7a\u6e2f\u306e\u30ab\u30a6\u30f3\u30bf\u30fc\u306b\u884c\u304d\u3001\u30dc\u30fc\u30c7\u30a3\u30f3\u30b0\u30d1\u30b9\u3068\u8377\u7269\u3092\u30ab\u30a6\u30f3\u30bf\u30fc\u30b9\u30bf\u30c3\u30d5\u306b\u6e21\u3059\u3002\u5230\u7740\u5f8c\u3001\u8377\u7269\u53d7\u3051\u53d6\u308a\u30ab\u30a6\u30f3\u30bf\u30fc\u3067\u81ea\u5206\u306e\u8377\u7269\u3092\u63a2\u3057\u3066\u53d7\u3051\u53d6\u308b\u3002<\/div>\n<h3>\u30d5\u30ed\u30f3\u30c8\u30b9\u30c6\u30fc\u30b8\u306e\u30a2\u30af\u30b7\u30e7\u30f3\uff08frontstage actions\uff09<\/h3>\n<p>\u30e6\u30fc\u30b6\u30fc\u304b\u3089\u76f4\u63a5\u898b\u3048\u308b\u5834\u9762\u3067\u767a\u751f\u3059\u308b\u6d3b\u52d5\u3092\u6307\u3059\u3002\u30e6\u30fc\u30b6\u30fc\u3068\u9867\u5ba2\u7a93\u53e3\u5bfe\u5fdc\u30b9\u30bf\u30c3\u30d5\u9593\u3067\u306e\u4eba\u9593\u5bfe\u4eba\u9593\u3067\u306e\u30a2\u30af\u30b7\u30e7\u30f3\u3068\u3001\u30e6\u30fc\u30b6\u30fc\u3068\u30e2\u30d0\u30a4\u30eb\u30a2\u30d7\u30ea\u306a\u3069\u306e\u9593\u306b\u304a\u3051\u308b\u4eba\u9593\u5bfe\u30b3\u30f3\u30d4\u30e5\u30fc\u30bf\u306e\u30a2\u30af\u30b7\u30e7\u30f3\u304c\u5b58\u5728\u3059\u308b\u3002<\/p>\n<div class=\"rounded-corners-box\">\u4f8b\uff09\u7a7a\u6e2f\u306e\u30ab\u30a6\u30f3\u30bf\u30fc\u3067\u306e\u63a5\u5ba2\u5bfe\u5fdc<\/div>\n<h3>\u30d0\u30c3\u30af\u30b9\u30c6\u30fc\u30b8\u306e\u30a2\u30af\u30b7\u30e7\u30f3\uff08backstage actions\uff09<\/h3>\n<p>\u30e6\u30fc\u30b6\u30fc\u306e\u76ee\u304c\u5c4a\u304f\u5834\u6240\u3067\u306e\u51fa\u6765\u4e8b\u3092\u30b5\u30dd\u30fc\u30c8\u3059\u308b\u305f\u3081\u306b\u3001\u88cf\u5074\u3067\u767a\u751f\u3059\u308b\u6d3b\u52d5\u3092\u6307\u3059\u3002\u30d0\u30c3\u30af\u30b9\u30c6\u30fc\u30b8\u306e\u30b9\u30bf\u30c3\u30d5\u3084\u3001\u30e6\u30fc\u30b6\u30fc\u306e\u76ee\u306b\u5165\u3089\u306a\u3044\u4f5c\u696d\u306b\u5f93\u4e8b\u3059\u308b\u30d5\u30ed\u30f3\u30c8\u30b9\u30c6\u30fc\u30b8\u306e\u30b9\u30bf\u30c3\u30d5\u306b\u3088\u308a\u5b9f\u884c\u3055\u308c\u308b\u3002<\/p>\n<div class=\"rounded-corners-box\">\u4f8b\uff09<\/p>\n<ul style=\"margin-top: 0;\">\n<li>\u30e6\u30fc\u30b6\u30fc\u306e\u30dc\u30fc\u30c7\u30a3\u30f3\u30b0\u30d1\u30b9\u306e\u8a8d\u8a3c\u30b7\u30b9\u30c6\u30e0<\/li>\n<li>\u30dc\u30fc\u30c7\u30a3\u30f3\u30b0\u30d1\u30b9\u3068\u8377\u7269\u3092\u30ea\u30f3\u30af\u3059\u308b\u30b7\u30b9\u30c6\u30e0<\/li>\n<li>\u30e6\u30fc\u30b6\u30fc\u304c\u9810\u3051\u305f\u8377\u7269\u3092\u3001\u30e6\u30fc\u30b6\u30fc\u304c\u4e57\u308b\u98db\u884c\u6a5f\u306b\u7a4d\u307f\u8fbc\u3080\u30b9\u30bf\u30c3\u30d5<\/li>\n<\/ul>\n<\/div>\n<h3>\u30d7\u30ed\u30bb\u30b9\uff08processes\uff09<\/h3>\n<p>\u9867\u5ba2\u3001\u30d5\u30ed\u30f3\u30c8\u30b9\u30c6\u30fc\u30b8\u3001\u30d0\u30c3\u30af\u30b9\u30c6\u30fc\u30b8\u306e\u30a2\u30af\u30b7\u30e7\u30f3\u3092\u30b5\u30dd\u30fc\u30c8\u3059\u308b\u305f\u3081\u306b\u5fc5\u8981\u3068\u3055\u308c\u308b\u3001\u7d44\u7e54\u5185\u3067\u306e\u30b9\u30c6\u30c3\u30d7\u304a\u3088\u3073\u3001\u30b9\u30bf\u30c3\u30d5\u306b\u3088\u308b\u30b5\u30fc\u30d3\u30b9\u63d0\u4f9b\u306b\u95a2\u3059\u308b\u3084\u308a\u53d6\u308a\u3092\u6307\u3059\u3002<br \/>\n\u30d0\u30c3\u30af\u30b9\u30c6\u30fc\u30b8\u306e\u30a2\u30af\u30b7\u30e7\u30f3\u3068\u306e\u9055\u3044\u3068\u3057\u3066\u306f\u3001\u4f8b\u3048\u3070\u3001\u30d0\u30c3\u30af\u30b9\u30c6\u30fc\u30b8\u306e\u30a2\u30af\u30b7\u30e7\u30f3\u3068\u3057\u3066\u30b9\u30bf\u30c3\u30d5\u304c\u88fd\u54c1\u306e\u54c1\u8cea\u3092\u30c1\u30a7\u30c3\u30af\u3059\u308b\u3053\u3068\u306b\u5bfe\u3057\u3066\u3001\u30d7\u30ed\u30bb\u30b9\u3068\u3057\u3066\u306f\u54c1\u8cea\u30c6\u30b9\u30c8\u306e\u4f5c\u6210\u304c\u6319\u3052\u3089\u308c\u308b\u3002<\/p>\n<h2>\u30b5\u30fc\u30d3\u30b9\u30d6\u30eb\u30fc\u30d7\u30ea\u30f3\u30c8\u306b\u542b\u307e\u308c\u308b\u526f\u6b21\u7684\u8981\u7d20<\/h2>\n<p>\u5fc5\u8981\u306b\u5fdc\u3058\u3066\u3001\u4ee5\u4e0b\u306e\u8981\u7d20\u304c\u8ffd\u52a0\u3055\u308c\u308b\u3002<\/p>\n<ul>\n<li><strong>\u77e2\u5370<\/strong>: \u8981\u7d20\u9593\u306e\u95a2\u4fc2\u3001\u4f9d\u5b58\u95a2\u4fc2\u3092\u8868\u3059\u3002\u7247\u77e2\u5370\u306f\u4e00\u65b9\u5411\u3060\u3051\u306e\u3084\u308a\u53d6\u308a\u3001\u4e21\u77e2\u5370\u306f\u5408\u610f\u306e\u5fc5\u8981\u6027\u3084\u5171\u4f9d\u5b58\u95a2\u4fc2\u3092\u8868\u3059<\/li>\n<li><strong>\u6642\u9593\uff08time\uff09<\/strong>: \u30c7\u30ea\u30d0\u30ea\u30fc\u30b5\u30fc\u30d3\u30b9\u306a\u3069\u3001\u6642\u9593\u7d4c\u904e\u304c\u30b5\u30fc\u30d3\u30b9\u4f53\u9a13\u306b\u3068\u3063\u3066\u91cd\u8981\u3067\u3042\u308b\u5834\u5408\u306f\u3001\u30e6\u30fc\u30b6\u30fc\u306e\u30a2\u30af\u30b7\u30e7\u30f3\u3054\u3068\u306e\u898b\u8fbc\u307f\u6642\u9593\u3092\u8868\u793a\u3059\u308b<\/li>\n<li><strong>\u898f\u5236\u3084\u6307\u91dd\uff08regulations or policy\uff09<\/strong>: \u30b7\u30b9\u30c6\u30e0\u5168\u4f53\u306e\u6700\u9069\u5316\u306b\u3068\u3063\u3066\u5909\u66f4\u53ef\u80fd\u306a\u3053\u3068\u3068\u53ef\u80fd\u3067\u306a\u3044\u3053\u3068\u3092\u660e\u78ba\u5316\u3055\u305b\u308b<\/li>\n<li><strong>\u611f\u60c5\uff08emotion\uff09<\/strong>: \u30e6\u30fc\u30b6\u30fc\u3060\u3051\u3067\u306a\u304f\u3001\u30b9\u30bf\u30c3\u30d5\u306e\u611f\u60c5\u3082\u8868\u73fe\u3059\u308b\u3053\u3068\u3067\u554f\u984c\u70b9\u3092\u898b\u3064\u3051\u3084\u3059\u304f\u3059\u308b<\/li>\n<li><strong>\u6307\u6a19\uff08metrics\uff09<\/strong>: \u6210\u529f\u6307\u6a19\u3092\u8a2d\u3051\u3066\u3001\u5c06\u6765\u7684\u306a\u6210\u529f\u306b\u5411\u3051\u305f\u73fe\u72b6\u30d7\u30ed\u30bb\u30b9\u306e\u4e0d\u8db3\u70b9\u3092\u660e\u78ba\u306b\u3059\u308b<\/li>\n<\/ul>\n<div id=\"attachment_18247\" style=\"width: 1168px\" class=\"wp-caption aligncenter\"><img loading=\"lazy\" decoding=\"async\" aria-describedby=\"caption-attachment-18247\" src=\"https:\/\/uxdaystokyo.com\/articles\/wp-content\/uploads\/2020\/02\/sevice-blue-print-sub-element.png\" alt=\"\u30b5\u30fc\u30d3\u30b9\u30d6\u30eb\u30fc\u30d7\u30ea\u30f3\u30c8\u306e\u526f\u6b21\u7684\u8981\u7d20\" width=\"1158\" height=\"1052\" class=\"size-full wp-image-18247\" srcset=\"https:\/\/uxdaystokyo.com\/articles\/wp-content\/uploads\/2020\/02\/sevice-blue-print-sub-element.png 1158w, https:\/\/uxdaystokyo.com\/articles\/wp-content\/uploads\/2020\/02\/sevice-blue-print-sub-element-300x273.png 300w, https:\/\/uxdaystokyo.com\/articles\/wp-content\/uploads\/2020\/02\/sevice-blue-print-sub-element-1024x930.png 1024w, https:\/\/uxdaystokyo.com\/articles\/wp-content\/uploads\/2020\/02\/sevice-blue-print-sub-element-768x698.png 768w\" sizes=\"auto, (max-width: 1158px) 100vw, 1158px\" \/><p id=\"caption-attachment-18247\" class=\"wp-caption-text\">\u30b5\u30fc\u30d3\u30b9\u30d6\u30eb\u30fc\u30d7\u30ea\u30f3\u30c8\u306e\u526f\u6b21\u7684\u8981\u7d20<br \/>(\u7ffb\u8a33\u30fb\u53c2\u8003\u5143: <a href=\"https:\/\/www.nngroup.com\/articles\/service-blueprints-definition\/\" target=\"_blank\" rel=\"noopener noreferrer\">Service Blueprints: Definition<\/a>)<\/p><\/div>\n<h2>\u30b5\u30fc\u30d3\u30b9\u30d6\u30eb\u30fc\u30d7\u30ea\u30f3\u30c8\u306e\u5229\u70b9<\/h2>\n<p>\u30b5\u30fc\u30d3\u30b9\u30d6\u30eb\u30fc\u30d7\u30ea\u30f3\u30c8\u306b\u306f\u3001\u4ee5\u4e0b\u306e\u3088\u3046\u306a\u5229\u70b9\u304c\u3042\u308b\u3002<\/p>\n<ul>\n<li>\u9867\u5ba2\u4f53\u9a13\u306e\u88cf\u5074\u3067\u3001\u4f55\u304c\u884c\u308f\u308c\u3066\u3044\u308b\u304b\u628a\u63e1\u3067\u304d\u308b<\/li>\n<li>\u9867\u5ba2\u4f53\u9a13\u3092\u63d0\u4f9b\u3059\u308b\u4e0a\u3067\u306e\u8ab2\u984c\u3092\u53ef\u8996\u5316\u3067\u304d\u308b<\/li>\n<li>\u30b5\u30fc\u30d3\u30b9\u6539\u5584\u65bd\u7b56\u306e\u305f\u3081\u306e\u60c5\u5831\u6e90\u306b\u3067\u304d\u308b<\/li>\n<li>\u30b7\u30b9\u30c6\u30e0\u5168\u4f53\u3092\u53ef\u8996\u5316\u3067\u304d\u308b<\/li>\n<\/ul>\n<p>UI\u306e\u6b20\u9665\u306e\u69d8\u306a\u898b\u3048\u3084\u3059\u3044\u8ab2\u984c\u306e\u307f\u306a\u3089\u305a\u3001\u30b7\u30b9\u30c6\u30e0\u5168\u4f53\u3067\u306e\u4f9d\u5b58\u95a2\u4fc2\u3092\u8a18\u8ff0\u3059\u308b\u3053\u3068\u3067\u3001\u5404\u8981\u7d20\u306e\u7d50\u3073\u3064\u304d\u306b\u304a\u3051\u308b\u5f31\u70b9\u3092\u767a\u898b\u3059\u308b\u3053\u3068\u304c\u3067\u304d\u308b\u3002<\/p>\n<p>\u307e\u305f\u3001\u30b7\u30b9\u30c6\u30e0\u5168\u4f53\u3092\u8996\u899a\u5316\u3059\u308b\u305f\u3081\u3001\u90e8\u9580\u5358\u72ec\u3067\u306f\u5206\u304b\u3089\u306a\u3044\u53ef\u80fd\u6027\u306e\u3042\u308b\u4f9d\u5b58\u95a2\u4fc2\u306b\u95a2\u3059\u308b\u77e5\u898b\u304c\u5f97\u3089\u308c\u3001\u4eba\u54e1\u306e\u914d\u7f6e\u6700\u9069\u5316\u3084\u30d7\u30ed\u30bb\u30b9\u77ed\u7e2e\u5316\u306b\u7e4b\u3052\u3089\u308c\u308b\u3002<\/p>\n<h2>\u30b5\u30fc\u30d3\u30b9\u30d6\u30eb\u30fc\u30d7\u30ea\u30f3\u30c8\u306e\u5f31\u70b9<\/h2>\n<p>\u30b5\u30fc\u30d3\u30b9\u30d6\u30eb\u30fc\u30d7\u30ea\u30f3\u30c8\u306f\u5229\u70b9\u3070\u304b\u308a\u3067\u306f\u306a\u304f\u3001\u5f31\u70b9\u3082\u5b58\u5728\u3059\u308b\u3002<\/p>\n<ul>\n<li>\u9867\u5ba2\u3084\u30b9\u30bf\u30c3\u30d5\u306a\u3069\u5bfe\u8c61\u306e\u4f53\u9a13\u3092\u3081\u3050\u308b\u30b3\u30f3\u30c6\u30ad\u30b9\u30c8\uff08\u74b0\u5883\u30fb\u72b6\u6cc1\uff09\u304c\u8aad\u307f\u53d6\u308a\u306b\u304f\u304f\u8003\u616e\u304b\u3089\u6b20\u3051\u3066\u3057\u307e\u3044\u304c\u3061\u306b\u306a\u308b<\/li>\n<li>\u30d6\u30eb\u30fc\u30d7\u30ea\u30f3\u30c8\u3068\u3044\u3046\u540d\u79f0\u306f\u8a2d\u8a08\u56f3\u3092\u30a4\u30e1\u30fc\u30b8\u3055\u305b\u308b\u305f\u3081\u8aa4\u89e3\u3092\u751f\u307f\u3084\u3059\u3044\u3002\u5efa\u7bc9\u306e\u8a2d\u8a08\u56f3\u3068\u3044\u3046\u3088\u308a\u30d5\u30ed\u30fc\u56f3\u306b\u8fd1\u3044<\/li>\n<\/ul>\n<p>\u5229\u70b9\u3068\u5f31\u70b9\u306e\u4e21\u9762\u3092\u8003\u616e\u3057\u3001\u9069\u5207\u306b\u5229\u7528\u3059\u308b\u3053\u3068\u304c\u671b\u307e\u3057\u3044\u3002<\/p>\n<h2>UX DAYS TOKYO 2019\u3067\u3082\u7d39\u4ecb<\/h2>\n<p>\u30b5\u30fc\u30d3\u30b9\u30d6\u30eb\u30fc\u30d7\u30ea\u30f3\u30c8\u306e\u5b9f\u8df5\u7684\u306a\u8cc7\u6599\u3068\u3057\u3066<a href=\"https:\/\/medium.com\/capitalonedesign\/download-our-guide-to-service-blueprinting-d70bb2717ddf\" target=\"_blank\" rel=\"noopener noreferrer\">A Guide to Service Blueprinting<\/a>\u304c\u77e5\u3089\u308c\u3066\u3044\u308b\u3002<\/p>\n<p>2019\u5e74\u306bUX DAYS TOKYO\u3067\u306f\u3001<a href=\"https:\/\/medium.com\/capitalonedesign\/download-our-guide-to-service-blueprinting-d70bb2717ddf\" target=\"_blank\" rel=\"noopener noreferrer\">A Guide to Service Blueprinting<\/a>\u306e\u4f5c\u8005<ruby>Nick Remis<rt>\u30cb\u30c3\u30af\u30fb\u30ec\u30df\u30b9<\/rt><\/ruby>\u6c0f\u3092\u62db\u8058\u3057\u3001\u300c<a href=\"https:\/\/2019.uxdaystokyo.com\/speakers\/#speaker-nick\" rel=\"noopener noreferrer\" target=\"_blank\">\u30b5\u30fc\u30d3\u30b9\u30c7\u30b6\u30a4\u30f3\u3092\u7528\u3044\u305f\u697d\u3057\u307e\u305b\u308b\u898f\u6a21\u3092\u62e1\u5927\u3055\u305b\u308b\u4f53\u9a13\u306e\u8a2d\u8a08\u306b\u3064\u3044\u3066\u5b9f\u8df5\u7684\u306b\u5b66\u3079\u308b\u30ef\u30fc\u30af\u30b7\u30e7\u30c3\u30d7<\/a>\u300d\u3092\u958b\u50ac\u3057\u305f\u3002<\/p>\n<h2>\u95a2\u9023\u7528\u8a9e<\/h2>\n<ul>\n<li>\u30ab\u30b9\u30bf\u30de\u30fc\u30b8\u30e3\u30fc\u30cb\u30fc\u30de\u30c3\u30d7<\/li>\n<li>\u30b5\u30fc\u30d3\u30b9\u30c7\u30b6\u30a4\u30f3<\/li>\n<li><a href=\"https:\/\/uxdaystokyo.com\/articles\/glossary\/stakeholder-map\/\" target=\"_blank\" rel=\"noopener noreferrer\">\u30b9\u30c6\u30fc\u30af\u30db\u30eb\u30c0\u30fc\u30de\u30c3\u30d7<\/a><\/li>\n<\/ul>\n<h2>\u95a2\u9023\u8a18\u4e8b<\/h2>\n<ul>\n<li><a href=\"https:\/\/uxdaystokyo.com\/articles\/servicesdesigner2\/\" target=\"_blank\" rel=\"noopener noreferrer\">\u3010\u30ec\u30dd\u30fc\u30c8\u3011\u30b5\u30fc\u30d3\u30b9\u30fb\u30c7\u30b6\u30a4\u30ca\u30fc2.0\u306b\u306a\u308b\u305f\u3081\u306b\u5fc5\u8981\u306a\u3053\u3068\uff1aUX DAYS TOKYO 2018<\/a><\/li>\n<\/ul>\n<h2>\u53c2\u8003\u6587\u732e<\/h2>\n<ul>\n<li><a href=\"https:\/\/www.amazon.co.jp\/dp\/487311800X\" target=\"_blank\" rel=\"noopener noreferrer\">James Kalbach\uff082018\uff09\u300e\u30de\u30c3\u30d4\u30f3\u30b0\u30a8\u30af\u30b9\u30da\u30ea\u30a8\u30f3\u30b9 \u2015\u30ab\u30b9\u30bf\u30de\u30fc\u30b8\u30e3\u30fc\u30cb\u30fc\u3001\u30b5\u30fc\u30d3\u30b9\u30d6\u30eb\u30fc\u30d7\u30ea\u30f3\u30c8\u3001\u305d\u306e\u4ed6\u30c0\u30a4\u30a2\u30b0\u30e9\u30e0\u304b\u3089\u4fa1\u5024\u3092\u5275\u308b\u300f \u6b66\u820e \u5e83\u5e78\u3001\u6b66\u820e \u308b\u307f\u8a33\u3001\u30aa\u30e9\u30a4\u30ea\u30fc\u30b8\u30e3\u30d1\u30f3<\/a><\/li>\n<\/ul>\n<h2>\u53c2\u8003\u30b5\u30a4\u30c8<\/h2>\n<ul>\n<li><a href=\"https:\/\/www.nngroup.com\/articles\/service-blueprints-definition\/\" target=\"_blank\" rel=\"noopener noreferrer\">Service Blueprints: Definition<\/a><\/li>\n<li><a href=\"https:\/\/medium.com\/capitalonedesign\/download-our-guide-to-service-blueprinting-d70bb2717ddf\" target=\"_blank\" rel=\"noopener noreferrer\">A Guide to Service Blueprinting<\/a><\/li>\n<\/ul>\n","protected":false},"excerpt":{"rendered":"<p>\u30b5\u30fc\u30d3\u30b9\u304c\u30e6\u30fc\u30b6\u30fc\u306b\u63d0\u4f9b\u3055\u308c\u308b\u30d7\u30ed\u30bb\u30b9\u3092\u3001\u30e6\u30fc\u30b6\u30fc\u4f53\u9a13\u3068\u30b5\u30fc\u30d3\u30b9\u63d0\u4f9b\u30b9\u30bf\u30c3\u30d5\u30fb\u30b7\u30b9\u30c6\u30e0\u306e\u52d5\u304d\u3068\u5408\u308f\u305b\u3066\u3001\u6642\u7cfb\u5217\u3067\u8868\u3057\u305f\u30c0\u30a4\u30a2\u30b0\u30e9\u30e0<\/p>\n","protected":false},"author":33,"featured_media":21084,"template":"","meta":{"_monsterinsights_skip_tracking":false,"_monsterinsights_sitenote_active":false,"_monsterinsights_sitenote_note":"","_monsterinsights_sitenote_category":0,"English":"Service 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