- This line was added.
- This line was removed.
- Formatting was changed.
What is a Service Blueprint?
A service blueprint is an artifact that visually describes the unseen — how the behind-the-scenes people, processes, and physical (or digital) resources ultimately support a specific customer journey.
Why Should You Use a Service Blueprint?
Your customer's experience does not depend on your org chart. Yet the sum of many parts in your organization are responsible for delivering this experience. A service blueprint gives employees the opportunity to identify how an experience is delivered, finding opportunities to optimize the resulting experience and to take ownership of various parts.
Some key benefits of this work and the resulting artifact(s) include:
- Uncover systemic organizational weaknesses and inefficiencies.
- Identify opportunities for optimization.
- Assign areas of ownership for the experience.
- Flatten silos by sharing responsibility for the customer experience.
- Help organizations make decisions that matter.
How Do We Do This?
Since a service blueprint reflects the operations of an organization, these artifacts must be created by pulling frontstage and backstage inputs from real employee accounts and validating these inputs through internal research. This research and validation will likely need to traverse functional groups across an organization. The basic ingredients of a good serve blueprint includes:
FOR MORE INFORMATION