What is a Service Blueprint?
Summary
TLDRThis video explores the concept of service blueprints, essential tools for visualizing the structure and operation of a service. Similar to architectural blueprints, they guide the construction of services by mapping out the customer journey, interactions, and supporting processes. Crucial for complex businesses, service blueprints are invaluable for improving or understanding services and guiding new service design. The video outlines the process of creating a blueprint, emphasizing the importance of stakeholder involvement, internal research, and collaborative workshops to ensure a comprehensive understanding of the service.
Takeaways
- 📈 Service blueprints are visual tools to explain how a service works, similar to architectural blueprints for building a house.
- 🔍 They help define the structure of a service and visualize the relationships between different service components.
- 👥 Service blueprints include important people and touchpoints in the customer journey, as well as any evidence or artifacts.
- 📚 It is the next step after the customer journey map and is vital for complex businesses with many systems and people.
- 🛠 Useful for improving a product or service, understanding current processes, and designing new services.
- 👥 Stakeholders and experts in functional areas should be involved to ensure a comprehensive view of the business.
- 📝 Define the scope and business goals of the service blueprint to determine what to include.
- 🔬 Primarily relies on internal research methods such as contextual inquiries, observations, interviews, and diary studies.
- 🤝 A service design workshop with all stakeholders can speed up the process by clarifying confusion instantly.
- 🛑 Define the physical evidence, customer actions, front-stage interactions, backstage interactions, and supporting processes.
- ⏳ Map the time for each step in the service blueprint as time differences can significantly impact service quality.
- 👍 Service blueprints provide a full picture of the business, guiding the prototype design before launching a service.
Q & A
What is a service blueprint?
-A service blueprint is a visual representation that explains how a service works, similar to an architecture blueprint for a building. It outlines the structure of a service, including the relationships among different components and how they work together.
Why are service blueprints important?
-Service blueprints are crucial for defining the structure of a service, especially in complex businesses with multiple systems and touchpoints. They help visualize the customer journey and the interactions within the service.
What is the relationship between a customer journey map and a service blueprint?
-The customer journey map is a part of the service blueprint. While the journey map focuses on the customer's experience, the service blueprint aims to build a full picture of the service, including all internal processes and interactions.
In what scenarios are service blueprints useful?
-Service blueprints are useful in multiple scenarios, such as improving a product or service, understanding a current process, and designing a new service to guide the prototype before launch.
Who should be involved in creating a service blueprint?
-Stakeholders and subject matter experts in their functional areas should be involved in creating a service blueprint to ensure a comprehensive understanding of the business from different perspectives.
What is the first step in building a service blueprint?
-The first step is to gather the team and define the service blueprint scope, ensuring clarity on the business goals and what needs to be included in the blueprint.
What type of research is primarily used in creating a service blueprint?
-Internal research is primarily used in creating a service blueprint. This includes gathering information through contextual inquiries, observations, stakeholder interviews, and diary studies.
Why is a service design workshop recommended at the beginning of the process?
-A service design workshop is recommended because it allows for collaborative sessions with all stakeholders, which can speed up the process by clarifying any confusion instantly.
What are the different components of a service blueprint?
-The components of a service blueprint include physical evidence, customer actions, front-stage interactions, backstage interactions, and the time taken for each step in the service.
How can the service blueprint help in designing a new service?
-The service blueprint can guide the prototype design by providing a comprehensive view of how the service will operate, including the customer journey and internal processes.
What is the importance of mapping time for each step in a service blueprint?
-Mapping time for each step is important because it highlights the duration and efficiency of each part of the service, which can be crucial for identifying bottlenecks or areas for improvement.
Outlines
📐 Introduction to Service Blueprints
This paragraph introduces the concept of service blueprints as a visual tool for explaining how a service operates. It compares service blueprints to architectural blueprints, emphasizing their importance in defining the structure of a service. The paragraph explains that these blueprints include various relationships, people, and touch points within a business, and are particularly useful for complex businesses with multiple systems and stakeholders. It also mentions that service blueprints are the next step after creating a customer journey map and are beneficial for improving or understanding existing processes, as well as guiding the design of new services.
Mindmap
Keywords
💡Service Blueprints
💡Customer Journey
💡Stakeholders
💡Scope
💡Internal Research
💡Service Design Workshop
💡Physical Evidence
💡Customer Actions
💡Front Stage Interactions
💡Back Stage Interactions
💡Supporting Processes
Highlights
Service blueprints visually explain how a service works, similar to architecture blueprints for building a house.
It defines the structure of a service, including the relationships across different services in a business.
Service blueprints include important people, customer touch points, and evidence or artifacts in the service process.
They are the next step after the customer journey map, building a full picture of the service.
Especially vital for complex businesses with many interconnected systems, people, and operations.
Service blueprints are useful for improving products or services and understanding current processes.
In large corporations, they help teams that may not fully understand the entire process.
They guide the prototype design before launching a new service.
The process begins with gathering a team and defining the service blueprint scope.
Stakeholders and experts in functional areas should be involved for a comprehensive view.
The scope defines the business goals and what to include in the service blueprint.
Unlike other research methods, service blueprints are primarily based on internal research.
Information is gathered through contextual inquiries, observations, interviews, and diary studies.
A service design workshop with stakeholders can speed up the process by clarifying confusion instantly.
If a workshop isn't possible, individual interviews with stakeholders and experts can be conducted.
Sharing the blueprint with stakeholders early and often helps to refine and clarify.
Defining physical evidence and systems used in the process is a starting point for building the blueprint.
Customer actions, such as email entry or chat bot interaction, are clearly defined.
Front stage interactions are the visible touch points between the service provider and the user.
Backstage interactions are the behind-the-scenes processes not seen by the user.
Supporting processes, like following up on support tickets, are crucial for service operation.
Mapping the time for each step in the service blueprint is important for understanding service duration.
The video concludes with an invitation to subscribe for more insights on product and UX.
Transcripts
in this video I'm going to dive into
service blueprints service blueprints
help you visually explain how a service
works a service blueprint is similar to
architecture blueprints when you're
building a house you need to have a
blueprint to guide the build when you're
building a product or service you need
to have a service blueprint to help
define the structure of your service in
essence it's a visualization of the
different relationships across services
in a business and how everything works
together it includes the important
people and touch points of the customer
journey and any evidence or artifacts
the service blueprint is the next step
after the customer journey map it is
especially vital to construct the
service blueprint with a complex
business where there are many different
systems people and things that operate
together the customer journey is one
part of the puzzle and the server's
blueprint aims to build the full picture
you can use service blueprints in
multiple scenarios service blueprints
are helpful when you're trying to
improve a product or service they are
also helpful when you're trying to
really understand a current process or
service often within large corporations
no one on the team fully understands the
entire process and it's a good time to
level step when designing a new service
you can create a service blueprint for
how that service will operate this will
guide the prototype design before you
launch building your service blueprint
step on gather the team and define the
service blueprint scope the goal of the
service blueprint is to have a full
picture of the business so it's
important to have the stakeholders
involved who are experts in their
functional areas before starting you
want to be clear what the scope is this
can be a large undertaking especially if
you're dealing with a complex large
scale business in order to determine the
scope define the business goals why are
you creating the service blueprint
answering that question will help you to
find what you need to include in the
service blueprint and what you don't
need to include unlike most other
research methods the service blueprint
is comprised of primarily internal
research not user research gather
information research and artifacts
through contextual inquiries
observations stakeholder interviews and
diary studies to kick things off you
should conduct a service design workshop
it helps to have a collaborative session
with all stakeholders and it can speed
the process because all parties are in a
room and they can clarify any confusion
instantly if this isn't possible then
you can create the service blueprint
individually by interviewing
stakeholders and subject matter experts
if you're creating it individually you
should make sure to share it with
stakeholders early and often so people
can clarify any confusion
now we start building the service
blueprint you can start by defining the
physical evidence in the process what
are the systems they are using what are
the digital and physical tools they are
using
how do people interact with the brand on
social media or through blog posts
define the customer actions these are
the things the customer actually does
how do they interact with the service
are they entering their email or
interacting with a chat bot the front
stage interactions these are the touch
points between the service provider and
the user these are things the customer
sees backstage interactions these are
things the user doesn't see for example
the writing of a blog post or the
internal approval process for posting
the tweet these are the
behind-the-scenes supporting processes
this is how you support the service like
how the team follows up on support
tickets map the time for each step in
the service blueprint time is an
important part of the service a step
that takes ten minutes first 10 hours
first 10 weeks is a big difference
that's all for service blueprints thanks
for watching and hit the subscribe
button for more videos on product and UX
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