The 5 Steps to Service Blueprinting

Service blueprints are diagrams that visualize organizational processes in order to optimize how business delivers a user experience. They are the primary tool in service design, but similar customer journey mapping service blueprints should be the result of a collaborative process that’s informed by well-defined goals and built on research. So this is all great, but where do you start? I’m going to run through a five step process that you can use when you begin a service blueprint initiative. The first step is finding support, pull together, cross disciplinary team that has a responsibility for the different portions of your user’s experience. Establish stakeholder support for the initiative which can come from a manager, executives or clients.

Next, you’re going to define the goal. What are you trying to achieve by this blueprint? Awareness, consensus, a connection from related departments. You want to define the scope and goal of the initiative both as a team and with stakeholders. From here, you’re going to start to gather that research. The research is going to come from customers, employees and stakeholders. Remember, you have two parts to gather, both the customer research alongside that internal research choose a minimum of two research methods that put you in a direct line of observation with employees. Remember to use a multipronged approach here, select and combine multiple methods in order to reveal insights from different angles and job roles. These could be employee interviews, direct observation, contextual inquiry, even Diri studies. These three steps are going to set you up for success in that. Fourth, you’re going to use the research you’ve gathered to fill in a low fidelity blueprint.

I like to work in a top down approach and then go back in and layer those additional attributes. After mapping, you’ll move into a refining and distribution phase, add in those additional layers that you didn’t originally include in your blueprint. These could be metrics. Emotion opportunities refine towards a high fidelity blueprint that can serve as a single source of truth for all your different departments.

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