Ask each participant or groups of participants to fill the Service Blueprint template, which includes:ġ. Think about what expectations will be set up-front, how you will start and end the workshop, and how much time participants are expected to dedicate to this activity.Ī service blueprint is always constructed from the user’s perspective. Print enough Service Blueprint sheets in A3 or bigger, or draw a large one on a whiteboard. Organize a meeting with the selected participants, and gather the necessary resources and supplies.
State the selected “How Might We” statement or a sub-focus area of it.īased on your HMW statement or the focus of what you are interested in, define the criteria and select the suitable participants. As you have laid out all the steps in each lane, it is also fitting to show dependencies and relationships that function across various categories using arrows.Entrepreneurship and business developmentĪs a graphical tool, service blueprints displays the process functions above and below the line of visibility to the user: all the touchpoints and the back-stage processes are documented and aligned to the user experience. After filling out each category, you can add another level of detail to your blueprint by including arrows. Highlight cross-functional relationships.You can use the line of internal action to highlight where employees or partners who do not interact with customers step in to support the services.The line of visibility signifies where the organizational process or employee becomes invisible to customers.Use the line of interaction to emphasize where the customers interact with the employees and its services.You can use different lines of separation to clearly mark each category and illustrate ways various actors' interactions for the entirety of the service process: Clear out lanes of action and responsibility.This includes support processes, backstage and frontstage actions, time, physical evidence, and more. After you have laid out all the complete customer service experience, it is time to fill other categories to the customer actions. Include other categories in the template.Whatever scenario you have plotted from the first step, map out the possible actions customers will take chronologically. It can also be beneficial to include an actual customer in the conversation so the scenario and experiences could be as accurate as possible.
It could be a new process or an existing one. Since this blueprint focuses more on the customers, you need first to figure out a customer scenario that you wish to explore. Here are the steps of building a service blueprint template: Sure the diagram can be complex for most parts, especially for huge services. In that case, you can provide timeframes of how long each step will take to finish, a success metric to evaluate goals, and customers' emotions recorded throughout the project process. Suppose you wish to be more detailed with your diagram. Under this category can be third-party suppliers who deliver logistics and other equipment, carrier service, payment, or delivery systems. A few examples in this category would be writers providing content on the website or through emails or those tasked to package orders. This includes all other employee preparations, activities, or responsibilities that customers do not see but can make services possible.
An employee might greet a customer visiting a store location, respond to queries through chat, send emails, take orders, or provide status information. This includes what customers physically see and who they interact with. A few examples would include customers visiting the website, talking to an employee, making a purchase, placing and accepting orders. This category here describes what customers are doing as they experience the service. The category includes locations, such as the company website or a physical store, signages, notifications, receipts, or confirmation emails. This is what customers and even employees come in contact with. See the list below for the five main categories of this blueprint: This way, you can have a more precise grasp of how the chart is structured.
HOTEL SERVICE BLUEPRINT HOW TO
Before exploring how to do this diagram, it would also be fitting to familiarize its components. Lynn Shostack first introduced the service blueprint diagram in 1984 during the Harvard Business Review.
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