CREATE A SERVICE BLUEPRINT

A Service Blueprint is an extension of the customer journey map, but goes a bit deeper and looks at all the interactions both physical and digital that support those customer interactions and adds a little more detail to the mix.

Service Blueprints may take different forms – some more graphic than others – but should show the different means/channels through with services are delivered and show the physical evidence of the service, front line staff actions, behind the scene staff actions, and support systems.

They are completed using an iterative process – that considers findings from personas, journey maps, storyboards, wireframes, location planning, etc. Keep coming back to the blueprint to refine it over time.

🗝️ STEPS

ONLINE/PHYSICAL EVIDENCE

What a customer can see, hear, smell or touch. Not restricted to stores or websites but should include signs, material, modes of information, products, etc.

CUSTOMER ACTIONS

All the customer’s touch-points with your service. Without their action, you would not have a service or interaction with them for that matter.

FRONTEND INTERACTION

All the activities, people and physical evidences that a customer will be able to observe and interact with, after each action.

BACKEND INTERACTION

All the activities, people that are necessary to deliver the service, that the customer cannot see or interact with directly, but impact his/her perception of the service.

SUPPORT PROCESS AND SYSTEMS

All unique activities that support the service.

LINK activities together for natural flow in order that they occur.

Ensure that you have identified the evidence and KPIs for a successful outcome.