Service Blueprint

Report

What the template is about

A service blueprint is a diagram that shows the sequence of interactions between customers and service providers, as well as the underlying processes and resources that support those interactions.

They can be applied to two use cases:

  1. Documenting how something works today,

  2. Defining how you want something to work in the future

They are equally useful to documenting services as they are to products and platforms, so don’t be fooled by the name.

The following template is a simple, opinionated variation of a traditional service blueprint template.

For more information about service blueprints, their value, and how to use them, read the full article at: https://hyperact.co.uk/blog/service-blueprints-the-pms-secret-weapon

What it helps you achieve

Service blueprints, and the process of creating them, are great for:

👀 Visualising how existing products, services, platforms, and process work

🤝 Strengthening relationships and creating a shared understanding between stakeholders

💊 Identifying improvements

🌄 Describing a vision for a future version of a product or service

🧀 Identifying steps that will move you towards your vision

👍 Getting stakeholder buy-in

Who would benefit from it most

Service blueprints are most useful to UX/UI designers, service designers, and product managers. But really, it’s a simple enough technique, and anyone who wants to drive improvements to their services, products, and platforms can use it.

How to use it

Arrange a workshop with key stakeholders of the product, service, platform, or process you’re either looking to document or define.

Begin by horizontally plotting out everyone’s understanding of the user’s or customer’s journey, end-to-end, as a set of sequential steps.

Move down to the employee actions, followed by the back-stage actions, and finally, the system or third-party actions.

Identify which parts need more research and understanding, and conduct research and analysis to help you refine the service blueprint.

Once you’re confident in your service blueprint, you can then start analyzing it, layering on additional data and insights, sharing it, and using it as the foundation on which to create a to-be version and, ultimately, create new value for your users.

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