What is it
Outline and visualize a service to connect the user experience, or “frontstage,” to what happens behind-the-scenes, or “backstage.”
Why use it
- Achieve a holistic, shared perspective of how the user experiences your service.
- Provide insights about critical moments and possible improvement throughout the service.
- Transform the service and create change.
When to use it
- When a problem spans multiple offerings, groups, or locations.
- When identifying the root cause of a complex problem.
- When streamlining a user experience to remove barriers or blockages.
Service Blueprint Worksheet
How to do it
Identify the problem space that is key to the success of your service. The opportunity space should be easy to understand, a simple subject matter, and based on data.
Pick the scenarios within your problem space that will have the most impact. Develop a scenario statement using the following format: “A user wants/tries to ___, and experiences ____, resulting in ____.” Then, break down your scenario into steps and touchpoints.
Hold a blueprinting workshop with stakeholders and users to develop the end-to-end view of each scenario. Lay out the steps and touchpoints beforehand, and add detailed layers to capture the critical moments and ideas.
|Step Definition||What happens in the step|
|Touchpoint||What/where of the step’s interaction|
|Actor||Who supports that step|
|System||Technology, hardware, processes|
|Observation||Notes that add detail to the step|
|Data||Metrics to indicate importance|
|Policy||Rules that make it so|
|Question||Questions that need to be followed up|
|Critical Moment||Sources of pain that breakdown the experience|
|Idea||Opportunity to improve overall impact|
Separate the critical moments and ideas to identify insights and potential service improvements. Look to amend critical moments that could leave the user dissatisfied with the service.
Out of the critical moments and ideas, themes will emerge for service improvements. Create categories and relationships between themes.
Take action on the strategic fixes to drive service improvement!
Creates a vision for what a service could look like from both the user and back-end perspective
One of the more involved and time-consuming tools
- Journey Mapping to create the user journey in more detail
- Trimming to simplify the service