The service blueprint will map all points of contact where user interacts with the service. In contrast to Customer Journey Mapping, it emphasizes what happens behind the scenes, i.e. processes a regular user may have no idea about.
You will needservice blueprint template, post-its, images and photos of contact points
Difficulty2 – all details must be included
- you need a comprehensive overview of the service
Do not use when...
- you do not have a chart of the internal processes
- Name all the places where the user gets in touch with your service and write them to post-its.
- Include everything (desks, phones, e-mails, social networks, newsletters, advertising boards).
- Divide the means of communications: online, face-to-face, unilateral or bilateral communication, or create your own category.
- Assign a typical action associated with a particular point of contact.
- Describe which processes are, together with actions, visible from the user’s point of view.
- Do not forget to include the processes, such as the supporting ones, which take place behind the scenes or in your information system that cannot be seen from the user’s perspective.
- Identify the critical points where the service commonly fails.
Keep in mind that...
- Service Blueprint will serve as a basis for further research or when planning Customer Journey Mapping.
Find out more
- Designing Services That Deliver is a classic article by the author of the method