A service blueprint is a diagram that visualizes the relationships between different service components (people, props, and processes) that are directly tied to touchpoints in a specific user journey. Service blueprints are part two of user journey mapping; they help businesses discover weaknesses and identify opportunities for optimization.
1️⃣ Define the scope and objectives
✔ Identify the service. Clearly define the service you want to map out.
✔ Determine objectives. Service blueprints should always align with a business goal. Establish what you aim to achieve with the blueprint (e.g., process improvement, customer experience enhancement).
✔ Scope the blueprint. Customer journey can vary in scope (https://lnkd.in/dNzt3NxX), so, for the same service, you may have multiple blueprints.
2️⃣ Gather preliminary information
✔ Conduct user research to understand customer behaviors.
✔ Review any current processes related to the service. Analyze any existing data or documentation about the current service process.
✔ List all parties involved in the service delivery, including front-line staff and partners, to plan a crossfunctional effort (i.e., activities that require the involvement of multiple departments).
3️⃣ Map out key components
✔ Customer actions. Detail the actions customers must take to use the service from start to finish.
✔ Identify touchpoints. Document every point where the customer interacts with the service.
✔ Frontstage activities. Outline activities that occur directly in view of the customer (both human-to-human or human-to-computer).
✔ Backstage activities. Identify activities that occur behind the scenes to support onstage happenings.
✔ Support processes. List the systems, tools, and infrastructure that enable the service to function.
4️⃣ Visualize the service blueprint
✔ Create a visual representation that includes customer actions, frontstage and backstage activities, and support processes.
✔ Ensure each customer action has corresponding frontstage and backstage activities that support it.
✔ Include time frames for each step or process to understand duration and sequence.
5️⃣ Analyze and optimize processes
✔ Identify bottlenecks. Look for areas where delays or complications occur.
✔ Highlight areas for automation. Identify processes that could be automated to improve efficiency (i.e., customer support).
📖 Guides:
✔ How to make effective service blueprint in Miro
https://lnkd.in/diHKimmj
✔ Practical guide to blueprinting (by Erika Flowers and Morgan Miller)
https://lnkd.in/d8NUAx-B
✔ Service blueprint examples
https://lnkd.in/d6c-_xfw
Service blueprint example
