Still grappling with how to better reframe my point of view about the last article we read about a Service Blueprint, in class tonight we began playing with crafting ideas though the concepts of metaphors and riddles.
This led me to one of my most favorite riddles I have every heard, yet never heard the answer too. You see as a kid I was obsessed with Alice in Wonderland. And as a painter since the age of 5ish, when I was 13 I had the tea party scene mural painted on my sliding closet doors. Life size of course.
In this scene the Hatter poses Alice this riddle. “Why is a raven like a writing desk?.”
Why IS a raven like a writing desk?
Alice asks him why, and he admits he doesn’t know. He was just asking. Alice chides him with, “I think you might do something better with the time than wasting it in asking riddles that have no answers.”
Oh but Alice… funny enough, a similar riddle was posed to us tonight. Why is a shovel different than an airline? Huh? Oh, in the context of service design.
After some back and forth brainstorming and feverishly writing quick thoughts on a white board we came up with this:
And airline’s function relies interconnected inter-dependent touchpoints. The service is reliant on the system design and the user being able to use and understand the system.
A shovel however relies on, from it’s basic design out of the factory that it serves a purpose, for the user to perform a task. Ideally with no interconnected inter-dependent touchpoints.
What the hell does this have to do with a Service Blueprint?
A service blueprint now for me as I begin to understand it is to condense all those inter-dependent touchpoint that a complex system relies on to function correctly, visually communicated from viewpoint of how the consumer or “user” will be interacting with the system.
I will have to better analyze how I really feel about the article as a whole and get back to you on that.
So “Why is a raven like a writing desk?” Well if you were a L. Carroll freak like me as a child you HAD to know the answer. With much virtual digging, and after realizing Carroll was a genuine fanatic of puns, riddles, and nonsensical realities that makes perfect sense.
One answer, could possibly be “Because neither is ever approached without caws.”