サービスブループリント
Good news for those of you who are struggling with numerous complaints and inquiries about your products and services but don't know what's wrong! By using a service blueprint, you can visualize not only the actions of a single user, but also the interactions with stakeholders (employees, customers, etc.) and systems, allowing you to identify numerous issues arising from the user's own actions and their communications with others.
How to use it:
Decide on the start and end of the user experience.
Write down the actions users take from the start to the end. (Remember to include the actions of stakeholders, not just the main persona!)
Fill in the details and emotions of the users' actions.
Discuss points where there are discrepancies in emotions or actions.
Let's collaborate with your service planning, development, and marketing teams to uncover the real issues with your service and provide users with a better experience!
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