While journey maps go wide, service blueprints go deep. Visualize and improve how internal people, processes, systems, and policies enable (or impede) a desired customer experience. Gain a detailed “outside-in” perspective with actionable next steps.
- 5-10 cross-function stakeholders
- 1-2 hours
Pairs well with
- Customer Journey Maps
- Creative Brief
Present insights & opportunities from research
How to do it:
- Select a specific customer goal to map.
- Gather customer experience, process, system, workflow, and policy owners.
- Map the frontstage (customer) touchpoints that lead to the goal.
- Map the backstage (organizational) people, processes, and systems associated with the touchpoints.
- Identify pain points, excessive wait times, and other areas that impede the desired experience.
- Use these to identify changes to better enable customers.
A Guide to Service Blueprinting – Adaptive Path
A Guide to Service Blueprinting written BY Nick Remis and the Adaptive Path Team at Capital One
Blueprint – Service Design Tools
The blueprint is an operational tool that describes the nature and the characteristics of the service interaction in enough detail to verify, implement and maintain it.
Creating a Service Blueprint: Levels of Digital and Human Interactions – Miro
Most services seem simple from the outside, but the processes behind the scenes can often be very complex. The aim of a human-centered approach is to design services that reflect the customer’s needs. But examining a service from two points of view — the customer’s and the service provider’s — ensures that digital and human interactions go hand-in-hand.
The Difference Between a Journey Map and a Service Blueprint – Practical Service Design
What’s the difference, and how are they different?