Expanded Service Blueprint template

Expanded Service Blueprint

It uses Miro's table widget so that you can easily reorder columns and merge cells across columns (as the example shows).

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walt disney
asos
contentful
ubisoft
pepsico
macys
whirlpool
hanes
yamaha
docusign
liberty mutual
wp engine
accenture
bumble
delloite
hewlett packard
total
dropbox
walt disney
asos
contentful
ubisoft
pepsico
macys
whirlpool
hanes
yamaha
docusign
walt disney
asos
contentful
ubisoft
pepsico
macys
whirlpool
hanes
yamaha
docusign
liberty mutual
wp engine
accenture
bumble
delloite
hewlett packard
total
dropbox
walt disney
asos
contentful
ubisoft
pepsico
macys
whirlpool
hanes
yamaha
docusign

This has standard swim lanes, but adds:

  • Touchpoints, Channels - where or how is the customer interacting with us?

  • Aspects of Larry Marine's Task Analysis approach, including what I'm calling his Task Detractors - 3 swim lanes for tools, knowledge, workarounds; questions, issues, blockers; manually intensive, error-prone, and cognitive load. Looking at these details surfaces way opportunities to improve the flow and experience.

  • Metrics - how did we measure this or what numbers/data did we see related to this step? For the future state, what will we measure and how (success criteria)?

  • Risks, Policies, Considerations - I believe companies don't document current/potential risk enough. This might include laws and regulations we should consider.

  • Opportunities, Recommendations - Early insights and suggestions, step by step.

When would I use this?

  • Service design and service blueprinting.

  • After qualitative CX or UX research such as observations studies, contextual inquiry, interviews, and IDIs.

  • In the workshop to finalize your current or future state service blueprint.

  • Because your customer journey map isn't telling enough of the story.

Why doesn't this show emotions, feelings, or quotes?

  • It's already rather tall!

  • You can add emojis to the Customer Actions line if you'd like to summarize or show how they are likely to feel during that step.

  • This isn't a CJM. The focus is more on experiences and the interplay with our Onstage and Backstage people, processes, props, and systems.

This template was created by Debbie Levitt.

Expanded Service Blueprint

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