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