Unlike customer-journey mapping where a lot of external research is required, service blueprinting is comprised of primarily internal research.īegin by gathering research that informs a baseline of customer actions (or, in other words, the steps and interactions that customers perform while interacting with a service to reach a particular goal). While an as-is blueprint gives insight into an existing service, a to-be blueprint gives you the opportunity to explore future services that do not currently exist. Decide how granular the blueprint will be, as well as which direct business goal it will address. Identify one scenario (your scope) and its corresponding customer. Support can come from a manager, executives, or clients. First, pull together a crossdisciplinary team that has responsibility for a portion of the service and establish stakeholder support for the blueprinting initiative. Level-set and educate on service blueprinting. Refine and distribute: Add additional content and refine towards a high-fidelity blueprint that can be distributed amongst clients and stakeholders.ĥ-Step Framework for Service Blueprinting 1.Map the blueprint: Use this research to fill in a low-fidelity blueprint.Gather research: Gather research from customers, employees, and stakeholders using a variety of methods.Define the goal: Define the scope and align on the goal of the blueprinting initiative.Find support: Build a core crossdisciplinary team and establish stakeholder support.
Successful service blueprints drive alignment and organizational action.Įffective service blueprinting follows five key high-level steps: Similar to journey mapping, service blueprinting should be the result of a collaborative process informed by well-defined goals and built on research. They are the primary tool used in service design. Service blueprints are diagrams that visualize organizational processes in order to optimize how a business delivers a user experience.
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