Shape
Service Blueprinting
Mapping the work behind an experience, from what customers see to the staff and systems behind it.
What is Service Blueprinting?
Mapping the work behind an experience, from what customers see to the staff and systems behind it.
What you learn
Every promise on screen needs someone behind it who can keep it.
When it helps
the experience promises something, and you’re not sure the work behind it can deliver.
Use it at work
- Write the customer’s steps across the top.
- Under each step, add what they see and who they deal with.
- Below that, add the staff, systems and handoffs behind it.
- Mark steps with no owner, a delay or a broken handoff.
Your output
Pick one promise your product makes. Trace who does what behind it, and when. Mark any step with no owner.
Watch for
Designing the screen without checking the work behind it.
Related practices
- Context of Use
- System Mapping
- Operational Readiness
- Journey Mapping
- Task Analysis
- Service Recovery
- Stakeholder Mapping
Sources
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