Service Blueprinting Workshop
The focus of the board is to help your team build service blueprints together at varied depths of detail.
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What is a blueprint?
A blueprint is an operational tool that visualizes the components of a service in enough detail to analyze, implement, and improve it. Blueprints show the orchestration of people, touchpoints, processes, and technology both frontstage (what customers see) and backstage (what is behind the scenes).
We have built this template to help remote and dispersed teams build a picture of their current state or to be services. At Xero we have used this series of templates for over 180 hours of workshops in many countries with over 100 people participating - so we think it works well!
Included in this board are ice breaker activities, a context canvas, an empathy map, action plans (a concept we created to capture the service transitions needed to change from current state, to to-be state) and a workshop feedback matrix. We’ve included two bespoke service blueprint templates, one simplified and one more detailed so pick the template that best works for you!
Key reasons to use a blueprint
Visual and transparent - Visualising services through blueprints helps us to understand all the moving parts —their interconnections, dependencies and relationships to products. Visually communicating this knowledge to collaborators and stakeholders takes what was an abstract concept and make it tangible and easier for you to tell that story
Aligning end to end working cross-functionally - blueprints provide a common understanding of how your services are functioning. This is particularly valuable when teams, working groups (locally and globally) come together to deliver on a service vision. Blueprints help ensure that, once built the pieces of experience correctly fit together as intended.
Identifying opportunities - by having visibility of the people, processes and technology, it's very easy to identify what’s working well and what’s not. Blueprints can easily enable us to map how internal processes and procedures are causing pain to the customer and internally. By having this view, blueprints create a single roadmap across go-to-market streams to operate in experiences, not silos or departments.
Prototyping - Service blueprinting is a great process for quickly prototyping service delivery in low fidelity. Service blueprints can be used as canvases to capture insights and explore business feasibility and operational viability for different solutions. Blueprints can also be used as scripts to facilitate and visualise the customer flow and architecture of the service experience.
Level of zoom: helicopter to microscope
The blueprints are designed to be read at different levels of zoom– from a macro level, ‘helicopter’ view to a microscopic, detailed, view.
The helicopter view is enough information to outline the audience group, episode and steps they need to take to complete actions.The most-detailed, microscopic, view is at a touchpoint level. At this stage you can see specifically how a customer interacts with your product or service, the teams or people involved with that interaction and where it sits among the wider objective that the customer is trying to achieve.
The blueprints are living documents in Miro, they are digital in order to remain accurate. It's your responsibility to keep them this way so that they remain useful to us now and into the future.
This template was created by Xero.
Get started with this template right now.
All-in-one PI Planning
Works best for:
Agile
The All-in-one PI Planning template streamlines the SAFe Program Increment (PI) Planning process by providing a comprehensive framework for teams to collaboratively plan and align on objectives and dependencies. It integrates essential elements such as PI Objectives, Team Breakouts, and Program Board, enabling teams to visualize, prioritize, and coordinate work effectively. This template empowers Agile Release Trains to deliver value predictably and efficiently, driving alignment and synchronization across the organization.
Service Blueprint by Apto Digital Innovation
Works best for:
Research & Design
The Service Blueprint template helps visualize every aspect of your service, from customer interactions to behind-the-scenes processes. Use it to align teams, improve service delivery, and ensure a seamless customer experience. This template aids in identifying pain points and opportunities for enhancement, making it an essential tool for service design and optimization. It's ideal for fostering collaboration and strategic planning.
Empathy Map by Axelle Vanquaillie
Works best for:
Market Research, Research & Design
Empathy Mapping template is a valuable tool for gaining deep insights into user experiences. It helps you understand their motivations and challenges, ensuring your products address real needs. Ideal for UX researchers and designers.
Empathy Map Canvas by Sampriti Jain
Works best for:
Market Research, Strategy & Planning
The Empathy Map Canvas template allows you to explore user behaviors and emotions comprehensively. It’s designed to help you visualize user experiences and create solutions that truly meet their needs. Perfect for UX teams and product developers.
UML Class Content Management System (CMS) Template
Works best for:
UML
The UML Class Content Management System CMS Template simplifies documenting and designing the architecture of a Content Management System. It allows for the creation of UML class diagrams to visualize the structure of a CMS. Teams can efficiently map out key classes and their interactions, such as how users create, manage, and publish digital content. The template's integration into Miro's collaborative platform allows for real-time teamwork, customization, and easy sharing of feedback. This streamlines the documentation process and is valuable for software development projects aiming to develop or refine a CMS.
Goals-based Roadmap
Works best for:
Roadmap, Planning, Mapping
The Goals-based Roadmap template enables teams to set clear objectives and chart a course for achieving them. By defining specific goals and milestones, teams can track progress and adapt their strategies accordingly. This template fosters accountability and transparency, ensuring that everyone is working towards common objectives. With a focus on outcomes, teams can prioritize initiatives that drive the greatest impact and value.