This project was a Service Resource about products in sale on Best Buy, focused on Vacuum Cleaners and Activity Trackers. We were at the store to see how they work, and how they promote products. To start our analysis we define the Service package, the stakeholder map and a overview about each category of this products. You see in the images below

About the stakeholder map, it components are:

 

The Upper Management control the whole company, they give orders to the management teams of all Best Buys, they contact the suppliers, hire or dismiss employees and select products to sell and buy.

 

The management team control the store employees, products sales and environment, with the endorsement of the CEO`s, they contract and dismiss employees, buy more products to sale, passes profits and others.

 

Shipping distribution enables the company to make an efficient transportation of goods.

 

Suppliers create and develop products to be sold in the stores; also they take care about insurance and quality of the product, sometimes also after the checkout.

 

Vendor Representative the specific vendor is that sells product from only one supplier, but they has more deep information about each product than the normal employees, and is possible check out with they. For example: Apple vendor, Samsung vendor, and others.

 

Sector seller is the type of employee. Which inform the customer about products and important information’s.

 

Cashiers are the employees that checkout the products to the customers.

 

Customer Service is the employee that provide services to the customers

 

Maintenance Staff work to ensure a cleaning and functional environment to customers and employees. They work after the stores closed or in case of emergency. The maintenance group also take care of equipment to they be working during the work day.

In our resources we developed the Service encounter map of each product to mapping all the steps that any costumer take to buy a Vacuum cleaner or an Activity Tracker

This information provides us to create Personas that allow us to see how a normal costumer, use the environment, chose the product and receive all the information.

To have more credibility for our prospections, we have done some interviews with real users, to see what they do of their lives, how old are they, their expectations about the product and about the store

 

Personas for the Activity Trackers

We compare our personas withe the bi-polar opposite diagram to show that they have different backgrounds and different objectives, even this they try to choose the same kind of product.

 

With all this information, we developed the Service Blueprint, to have a view of the whole situation, and it`s touch-points and pain-point

Activity Trackers Blueprint