4 Key Components of Service Blueprints


Service design is defined as the activity
of planning and organizing a business’ resources: people, tools, processes– in order to improve
not just the customer experience, but even more: the employees’ experience. Service blueprinting is the primary tool we
use in this service design process. So what is a service blueprint? It’s a diagram that visualizes the relationships
between different service components; in other words: just a visual narrative that depicts
how an organization is delivering the service. If you currently use customer journey maps,
just think of service blueprints as that part II. There’s four essential pieces of a service
blueprint that all service blueprints must have. The first being customer actions; this is
what drives your blueprint. If you already have a customer journey map,
use that content. This is what your user is doing throughout
your service. Next are frontstage actions. This is how your company interacts with your
user. They can be human-to-human, like someone helping
a customer in a store, or human-to-computer, someone helping a customer through maybe a
chatbot on their website. Next we have backstage actions. This is what’s occurring backstage behind
the curtain of your organization in order to support those frontstage happenings. And then, last, the foundation of your blueprints
are the support processes: anything that must occur in order for all of the above to take
place. After those four, you can add in other things:
arrows that start to show dependencies, evidence: like pamphlets or email transcripts;
metrics: what is success for your company? Time: how fast is everything happening? As you begin to blueprint, my best advice
is to just start small. Scope and work within your realm of responsibility. You can read more on my service blueprinting
articles on nngroup.com.

Leave a Reply

Leave a Reply

Your email address will not be published. Required fields are marked *

Copyright © 2019 Toneatronic. All rights reserved.