Important take away for every participant in this introduction is the level of abstraction services experiences are being design upon and that this can only happen with an outside-in perspective. Blueprinting is an obvious must in these cases, because it will help you understand the complexities of your organization, and let you tie underlying factors to a customer journey so that you don’t lose sight of how future changes — in the form of reduced costs, increased efficiency, boosted moral, and the overall health of the business itself — might impact the customer. Service Blueprint Hospital (Click on the template to edit it online) Hotel Service Blueprint . To truly benefit from this process, be sure to revisit this tool on a regular basis. Ones this is set, the group starts brainstorming an optimal customer journey for their persona and the given problem. Grab some sticky dots, or use circular dots in a digital forum. All components that come above this line are visible to the customer while the ones that come below it are invisible. Focus on blueprinting one process at a time. A complete guide to the five stages of the customer journey. What journey maps and customer narratives don’t show is the internal workings of the organization. It’s important to point out that the blueprint doesn’t seek to remove the empathetic aspect of design, and is not in conflict with a journey map’s purpose — it is simply focusing on a different dimension of that experience; the substrate it is created from. Here's our ever-growing collection of resources to help you on your practical service design journey.
The service blueprint is a technique originally used for service design, but has also found applications in diagnosing problems with operational efficiency. Here are a few simple examples to get you started. What you end up with is a visceral journey that helps you see and evaluate the experience your customer is having from their point of view. It contains all the richness of the experience — the emotion, the internal dialog, the highs and lows — that a true story would. They include non-visible interactions with the customer such as telephone calls and other activities backstage contact employees carry out to support the onstage activities. A general introduction explains what service experiences are using everyday examples everybody can related to (e.g. Before we dive in, we need a little context. This is important because your service blueprint will rapidly change until it is completed. This is why a blueprint can seem detached from the customer and detached from the empathy that designers are told again and again is the top priority.
The service blueprint is a technique originally used for service design, but has also found applications in diagnosing problems with operational efficiency. Here are a few simple examples to get you started. What you end up with is a visceral journey that helps you see and evaluate the experience your customer is having from their point of view. It contains all the richness of the experience — the emotion, the internal dialog, the highs and lows — that a true story would. They include non-visible interactions with the customer such as telephone calls and other activities backstage contact employees carry out to support the onstage activities. A general introduction explains what service experiences are using everyday examples everybody can related to (e.g. Before we dive in, we need a little context. This is important because your service blueprint will rapidly change until it is completed. This is why a blueprint can seem detached from the customer and detached from the empathy that designers are told again and again is the top priority.