![]() ![]() What is a service blueprint?įirst introduced in 1984 by G. This can make it difficult for companies to monitor customer experiences and identify areas for improvement.įailing to provide a positive user experience can destroy a business – fast! A company must create a seamless service process if it wants to grow and maximise value – this is where service blueprints come in. If you are having trouble streamlining and improving the customer journey, visualising the process and understanding the pain points and successes will help improve the customer experience, as well as employee satisfaction.Delivering a service to a customer involves multiple components, technologies and people working together across various channels. They help you see the bigger customer service picture across the whole organization. If you want to see what a completed service blueprint looks like, check out this example of a service design template for a restaurant.Īs you can see, service blueprints are great follow-ups to customer journey maps. ![]() Example of service blueprint for a restaurant The latter documents the surface-level customer interactions, while service blueprints document your unique collection of systems, policies, and actors that make up your business.īlueprinting puts the customer experience at the center, then unpacks every aspect of it to understand and improve the way the organization supports that journey. And this is the fundamental difference between service design and customer journey maps. While we often take the time to think about the customer journey to see what can be improved, we rarely take time to map out our entire business. Use template What is the difference between service design template and journey map? Use arrows to show connectors, dependencies and relationships between elements.Use the line connector tool to map out the lines of interactions, internal actions and lines of visibility.Next, add in the other elements to the journeys, including the staff interactions, back of house actions and processes involved.Plot all the actions that a customer takes as sticky notes on the template.Pick a customer experience that you will base the exercise on.Open the free template below and invite team members to collaborate online with you.Conceptboard’s virtual whiteboard makes it easy for teams to collaborate online on any project. It’s easy to create your own service blueprint with our free customizable service design template. Creating a service blueprint using a free template These processes range from pricing through to inventory levels. Processes are normally things that benefit or help the employee complete their job. These actions may include an item being picked and packed in a warehouse, or a refund being processed in the system. Backstage actionsĪny action that is performed for the benefit of the customer, but out of sight, is considered back of house. So, this would include chatting with a salesperson in-store as well as interacting with a chatbot or customer service rep online. Onstage actionsĮvery interaction a customer has with a real person, or online service, is considered the front of house. Completing a customer journey map first will provide you with a complete list of customer actions for this section. These are all the steps, decisions and interactions your customer makes from awareness through to purchase. The main components of the template list anywhere service design has an opportunity to make an impact. We’ve created a free service design template you can use as the basis of your own service blueprint map. What are the components of a service blueprint template? When designed correctly, good service design can directly improve the employee’s experience, and indirectly, the customer’s experience. Service design is important because it helps a business plan and utilize its resources in the best possible way. Keep reading to find out more about how to use our free service design template to improve your customer experience. It goes beyond the customer, to include the people, tools (physical and digital), and processes that all have an impact on the customer experience. A service blueprint is a template that maps and visualizes the relationships between different service components along the customer journey.
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