What is the Service Blueprint template?
Represent visually all the relationships and connections between your processes, services, or employees. Treat service blueprints as a part of your customer journey map and draw complex scenarios of your offerings. Blueprinting can help you approach multi-channel experiences, involve numerous touchpoints, and demand cross-team efforts.
Innovate, brainstorm, and make relevant changes to your product to boost consumer satisfaction. Visualizing each stage and action will help you simplify your work. Service blueprint diagrams go several steps deeper and combine customers’ experiences with all employees’ efforts that may not be visible at first glance.
What are the benefits of the Service Blueprint template?
Thanks to the Service Blueprint template, you can:
- Enable better communication and cross-functional collaboration between different teams by co-creating the blueprint.
- Get a thorough understanding of your organization’s services and underlying resources and processes.
- Expose the big picture of issues within your company and discover weaknesses and leaks at their roots that lead to poor user experience.
- Identify the opportunities for optimization, uncover potential improvements, and eliminate redundancy within your product or service.
- Bridge cross-department efforts when coordinating complex services by helping isolated teams to have a common understanding of what they work on, where they fit, and what others are doing to solve a part of the same problem.
How to use the Service Blueprint template in a few steps?
- Open the Service Blueprint template on a new board or add it to an already existing one.
- List out all the steps a user takes during their customer journey: choices, activities, interactions, or others, and place them on handy sticky notes.
- Define the timeframe for each step needed while interacting with the service to reach a particular goal. Align the colors of sticky notes to recognize separate cases or projects.
- Name the evidence, namely all points somebody has an exchange with — website, tutorials, email inboxes, physical stores, etc.
- Specify frontstage actions occurring in the view of the customer — human-to-human or human-to-computer actions.
- Do the same with backstage actions — write down all steps happening “behind the scenes”, namely all actions performed by an employee who works on things not visible to the customer.
- Distinguish dependencies and relationships with lines or arrows. Suggest whether there’s a one- or two-way connection between them.
Example by Nielsen Norman Group
Use this template