Service Blueprint by Liz Possee Corthell
Welcome to my Service Blueprint Template, designed to help you visualize and optimize the entire service process.
This template is an essential tool for service designers, managers, and teams aiming to enhance customer experience and streamline service delivery.
In this template you'll find areas to map your team's:
Persona: Who is going on this particular journey and using this service at this time? This section will allow you to consider your user, and key factors that put them on their journey with your service.
User journey: Track every step your customers take, from initial contact through to the completion of the service. This section helps you understand the customer journey from their perspective.
User feelings and actions: Track what your users are thinking and feeling through their journey. This section should ideally be filled in with verbatims from your user research so that you can visualize real findings alongside your journey.
Interactions: Detail the interactions and activities that occur directly between service staff and customers. This includes face-to-face communications, phone calls, digital interactions, and more.
Challenges and Opportunities: Map user's frustrations, challenges, or pain points while interacting with your service, and the opportunities to improve these pain points.
Backend Systems: Outline the internal processes and actions that support the user's journey but are invisible to customers.
Support Processes: Identify the systems and processes that underpin both user's journey, and the backend systems to ensure smooth service delivery.
Benefits:
Enhanced Clarity: Visualize the relationships and dependencies across different components of the service process.
Improved Efficiency: Identify redundancies and gaps in the service process, allowing for more streamlined operations.
Better User Experience: Understand and improve the user's journey by refining interactions and eliminating pain points.
Usage:
This template is versatile and can be adapted to a wide range of services, from retail and hospitality to healthcare and education. Simply fill in each section with details specific to your service to create a comprehensive overview of your service delivery process. To start, you'll find the first two columns filled out mapping Kayla's journey to set up an appointment with her new primary care physician, to show you how to use each of the rows.
This template was created by Liz Possee Corthell.
Get started with this template right now.
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