Service Blueprint Template

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Service Blueprint template created by HOMA Service Design Consultancy for innovation and management of customer experience. The service blueprint is widely used to highlight the reality of companies, to identify opportunities for innovation and service improvements. This tool is quite interesting to explore all the steps of creating and managing a service. With it, it is possible to visualize all the phases of the customer journey, their actions and reactions, in addition to what happens in internal processes.

To use this template, follow these steps:

1. Assemble your team to fill it out collaboratively. Don't forget to invite people who have direct contact with your customer, they are an excellent source of knowledge!

2. Map the moments of the customer journey... Include everything from the moments when customers are just considering your service to the post-service phase, that is, the relationship stage;

3. Then fill in the actions, experiences, and processes that your team knows about;

4. For the blueprint to be more reliable, conduct qualitative research to understand in more depth the behaviour of customers;

5. Finally, fill in the metrics for your company to track the customer experience at every moment of the journey.

Bruna Plentz

Co-founder@HOMA Service Design Consulting

Graduated in Design at the Federal University of Santa Catarina in Brazil and Università degli Studi di Firenze in Italy. Specialist in Service Design by the European Institute of Design in Barcelona and master’s student in Anthropology at Universidade NOVA de Lisboa with a specialization in Contemporary Themes. Co-founder at HOMA, she has a career with an emphasis on strategic design and experience in design management, marketing and innovation consultancy.