Focus on one (1) main process per service blueprint, prioritized by the top user/business problems to be solved. It is important to have primary users identified prior to starting the blueprint but some exploration of secondary or tertiary persona groups will be done with the activity. This information can drive exploratory and validation research with users along with necessary technical and business research, to later define opportunities, strategy and solutions. The blueprint will quickly point out assumptions and unknowns about a process across all business units, plus discover any confusion or misinterpretations within the process steps. Visualise an abstract concepts and make them tangible.Envision customer flow and architecture of the service experience.Ensure that the pieces of an experience will fit together.Align the team around a common understanding.Understand all the moving parts of a service.Align end to end perspectives on a service experience.Recognise the business structure of a startup or established company.Find a new or existing product offering.Identify process problem areas and growth opportunities.The Service Blueprint can be used to map the actual experience of a service (As is), the quick wins & evolution to be implemented short/middle term (To be) and the long term strategy of evolution of the service (Ideal). A couple users make for a simple blueprint in a quick amount of activity time, while an increased number of users make for a more complex blueprint which will take longer to create. NOTE: Multiple users are usually added to the People actions because more than one user is often needed to complete a process step. If it suites the project team a digital template could also be completed for this activity. The chart typically begins as a whiteboard sketch and will iterate toward a more refined design. The example below is a simple overview for the end result of a Service Blueprint. Also, you can represent the time duration for each of the actors. Time: The estimated duration for each phase of the journey. ![]() This information helps to understand what can and cannot be changed as you optimize.Įmotional Journey: The emotional status of the user during the different stages of the experience. Policy/Rules: Any policies, regulations and laws that affect on how a process is completed. Secondary elements such as these can be added as needed: Missing elements and information as gaps are revealed in this process. An arrow could represent one-way exchange " -> "or a need for agreement and codependency " " between the deferent parts of the blueprint. They Indicate relationships and dependencies.
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