Services Blueprint: DVD Rental Kiosk
PHYSICAL EVIDENCE
ONSTAGE CUSTOMER TECHNOLOGY
Services Blueprint: DVD Rental Kiosk
Appearance of kiosk
Appearance of kiosk
Appearance of kiosk
Appearance of kiosk
Appearance of kiosk
Appearance of kiosk
Appearance of DVD case
Appearance of DVD case
and DVD
Appearance of kiosk
Approach the kiosk
Press `select a movie'
on touch screen
Browses movies by release date
Select movie by touching thumbnail picture
Swipe credit card on kiosk
Retrieve DVD from
kiosk
Watch movie, DVD scratched,
call customer service
Press `return DVD', place
movie in kiosk return
slot
Screen shows touch
options: rent or return a
DVD
Screen shows thumbnail
pictures of recent release movies
Screen shows 10 thumbnails
per screen, advance
with arrow key
Takes user to payment screen, asks user to swipe
credit card
Releases DVD, it ejects for pickup
from front slot
Screen shows touch
options: rent or return a
DVD
Explain procedure for dealing with scratched DVD
CONTACT EMPLOYE E ACTIONS BACKSTAGE
SUPPORT PROCESS
Technology maintenance
New releases added to kiosk, update kiosk
information
Copyright Ostrom 2009
Record payment information
Process payment information
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