Service blueprinting process
How do we do service blueprinting?
After gathering insights through research activities such as interviews or stakeholder workshops we document the current state of a service or design a future state. A service blueprint visualises the relationships between different service components such as people, product and process. It highlights customer interactions, touchpoints, front-stage actions and back-stage operations, providing a holistic view that facilitates service design and highlights opportunities for improvements to a service.
Why do we do service blueprinting?
Service blueprinting helps your organisation see the experience a customer has with your service from a holistic viewpoint. It exposes the “behind-the-scenes” work that goes into creating and delivering that experience. Service blueprinting also provides an understanding of how to improve the service delivered to customers and staff by providing an accessible tool that brings people together across functions and helps to bridge silos.
When do we do service blueprinting?
Service blueprinting is a foundational step in the service design process. It offers a clear and structured view of both the customer-facing and operational aspects, guiding decisions and improvements from the outset. Whether focusing on the current state or envisioning a future state, this process remains a dynamic reference for ongoing design and service enhancement.