The key information required for a service blueprint Next, lets take a look at the key information required for a service blueprint… At the same time, as what needs to happen in each channel and operational area is scoped, new ways to measure the performance of a service against the target experience will become evident. Key performance indicators and the benefits of implementing requirements can be captured. The service blueprint can help teams identify what is required to support customer-facing colleagues. If two departments meet the same objective in different ways it may become more obvious that they could combine or share resources, for example. This means better awareness of interdependence and the importance of how working for the greater good can also indirectly benefit them. The service blueprint creates a shared point of reference. They may not care about the bigger picture as long as their department meets its targets, for example. Individual departments and services may not be aware of the impact their actions may have on others. Service blueprints are particularly useful in services that cross departments. Improving intra-company processes and dialogue: With a visual map, it is also easier to identify areas where systems, processes, or information could be re-used at other touchpoints in the customer journey to improve the customer experience. Once weaknesses have been detected and defined it is much easier to see why things are going wrong and then do something about them. Using a service blueprint helps to prevent the various delivery areas from interpreting the target design differently, or only delivering elements that are in their roadmap.īecause service blueprints show a map of inter-dependence, they can highlight weaknesses that can lead to poor customer experiences. This is especially the case when several channels need to work together. This helps to provide the consistency and coordination that is essential for delivering a great proposition and experience. Service blueprints create a single, easily understood picture of the service components and how they relate to each other. It can also help identify what could and should be measured along the customer journey. It is important to note that there can be more than one blueprint for a service if various journeys are possible. Below, we explore how service blueprints are useful for planning new services, and improving existing services.Ī service blueprint defines the personnel, processes, systems, and data requirements at each step of the customer journey. This makes it clear what needs to be built to enable the target experience. They bring together the target customer journey, concepts, experience requirements, and operational requirements. ![]() This means that as well as employee actions and technology a customer may personally interact with, the service blueprint will include the relationship that back office, warehouse, delivery operations, and so on, have throughout the process as well. However, they also include all the elements that customers do not see but that apply and need to work together for the service to run seamlessly. ![]() ![]() They relate to a specific customer journey and the goals associated with that journey. They help organisations avoid the costly mistakes that can occur when they lack a comprehensive understanding of their services, resources, and processes.įirst proposed in 1984 by G Lynn Shostack in the Harvard Business Review, service blueprints are seen from the point of view of the customer. They are often used with target customer journey mapping. Service blueprints are not roadmaps or programme plans, they are a visual representation of the components and processes relating to touchpoints in a customer journey. They can also help create better performance indicators. They are extremely useful when planning new services or improving existing ones. In this blog, we share how Service Blueprints can be used for service operations and service positioning, as well as diagnosing operational problems. This is the final blog in a the Service Design series, where we explore 5 key tools in the Service Designers Toolkit – Customer Personas, Customer Journey Mapping, Visioning, Concepting and Service Blueprinting. 5 Ways a company can benefit from a service blueprint
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