What are they?
A service blueprint is a comprehensive visual representation of a service that helps illustrate the various touchpoints, interactions, processes, and components involved in delivering a service to users/customers. They enable you to understand how different elements of a service come together to create the overall user experience.
Service blueprints differ from user/customer journey maps by modelling the interactions between:
- All people, both user/customer and service representatives.
- All touchpoints, back & front office as well as user/customer facing.
- All processes, back & front office as well as user/customer facing.
- Technology processes back & front office as well as user/customer facing.
User/customer journey maps are usually the foundation for service blueprints. Service blueprints are then created in a series of stakeholder workshops to ensure all useful insight from all invested parties can be included.
Ultimately, service blueprints allow you to understand the intricacies and interconnections of the ‘As-is’ service. In doing so, you can plan and prioritise the changes required to achieve your desired ‘To-be’ service.
When to use a service blueprint?
- Usually as a part of a larger service design project.
- When you need to better understand the complex relationships between the actors, processes, touchpoints and technology in a system.
- When a product is complex, multi-platformed/channelled.
Need some help?
Bunnyfoot has always prioritised evidence capture and valid, bespoke study designs to truly understand the nature of user engagement, interactions and behaviours, in a holistic way.
If you would like to talk about how we can support you in gaining a deeper understanding of your audience so you can make evidence-driven design decisions, we’d love to talk! Contact us.
