The first line refers to direct interactions between the customer and the company's employees. The function of Service Blueprint is to divide processes into smaller components hence the diagram distinguishes three main dividing lines: The activities of employees, guided by the criteria of their visibility to the customer, can be divided into:īackstage activities are all activities, processes, and tools that influence direct actions. The concept of stakeholders involved in the process should be understood broadly and encompass all employees involved (directly or indirectly) in the service provision.Ĭustomer activities include all activities performed by customers, including their choices. physical evidence that is produced in the course of providing a service.interactions between customers and employees, as well as between employees themselves (multi-dimensionally).The creation of a Service Blueprint requires, above all, the identification of the following: In both variants, the pattern is similar. Service design can apply to services already offered and those yet to be designed.
#Service design blueprint how to#
How to design services with the Service Blueprints? In addition, Service Blueprint makes it possible to distinguish and divide a complex process into smaller elements or stages.Īnd this makes it easier to optimize them, manage them, or see the problems they cause. Services are also provided with the help of various tools hence it is essential to coordinate, synchronize, and optimize all processes occurring simultaneously. They need efficient cooperation and coordination of activities of people of different specialties operating in different areas of competence, capabilities, and independence. It is worth remembering that services are usually complex processes, requiring the cooperation and participation of many people and departments. It can be used as a design tool before service implementation, or as a diagnostic and optimization tool, at the time of providing services. What is very important is that we can use this tool at any time in an organization's activity.
#Service design blueprint Offline#
Just for the sake of clarity, let's add that it is as much about offline interactions as it is about online ones. Just a reminder that the Customer Journey Map visualizes all the interactions that occur between a customer and an organization. Why is it important to use Service Blueprint?įirst introduced back in the '80s, the Service Blueprint is an extension, an expansion of another tool – the Customer Journey Map. The diagram shows how these two layers depend on each other, how they interact, and what emotions, frustrations, and problems they generate. The Service Diagram makes it possible to show what is happening in the dimension of the customer's activities and the dimension of the activities of the service provider's employees. Factors that stand behind the services and processes in question. It puts a strong emphasis on including elements whose existence and impact the customer is aware of, as well as those that constitute a kind of background for the company's operation.
A distinguishing feature of Service Blueprint is a deeper understanding of these experiences. The Service Blueprint allows you to see the customer experience that occurs during interaction with an organization. The advantage of Service Blueprint is the control of the process flow, the possibility of its optimization, and sensible design.Īnd even more importantly, Service Blueprint makes it possible to look at the process, the organization, and the employees from the customer's perspective. It determines its course, stages, roles, tasks, goals, and tools simultaneously. It precisely defines and presents all the activities performed during its operation. A service Blueprint is a technique, a diagram visualizing the relationships between the most important elements of the offered service.
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