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.
Product Evolution Canvas
Works best for:
Product Management, Planning
The Product Evolution Canvas template aids product managers in planning and executing product evolution strategies. By mapping out current product features, identifying areas for improvement, and setting evolution goals, this template guides product evolution efforts. With sections for analyzing user feedback, prioritizing enhancements, and tracking progress, it facilitates iterative product development and enhancement cycles. This template serves as a roadmap for evolving products to meet evolving customer needs and market demands.
Roadmap Mountain
Works best for:
Roadmap, Planning, Mapping
The Roadmap Mountain template provides a metaphorical framework for planning and visualizing project objectives and milestones. By depicting the journey towards achieving goals as a mountain ascent, teams can inspire motivation and focus. This template encourages collaborative goal-setting and fosters a sense of accomplishment as teams progress towards their summit. With clear milestones in sight, teams can stay motivated and track their progress effectively.
Fishbone Diagram for Service Improvement
Works best for:
Fishbone diagram
The Basic Fishbone Diagram, also known as the Ishikawa or cause-and-effect diagram, is a powerful tool for identifying the root causes of problems. Use this template to systematically explore and document potential causes of an issue, categorizing them into key areas such as people, processes, equipment, and materials. This visual approach helps teams collaborate on problem-solving, ensuring all factors are considered and addressed effectively.
Value Stream Mapping Template
Works best for:
Project Management, Strategic Planning, Mapping
A value stream map can help you refocus your business on steps that actually provide value to your customers, cutting out wasteful and inefficient processes. With this template, you and your process team can collaborate on a value stream map today.
Fishbone Diagram for Marketing
Works best for:
Fishbone diagram
Identifying the root causes of marketing challenges is essential for effective strategy development. The Fishbone Diagram for Marketing template helps you systematically explore factors affecting your marketing efforts. Categorize potential causes into areas such as market research, product positioning, promotional strategies, and distribution channels. This structured analysis enables your team to pinpoint and address issues, optimizing marketing campaigns.
UML Sequence Rental Booking System Template
Works best for:
UML
The UML Sequence Rental Booking System Template streamlines the process of documenting and visualizing the interactions within a car rental booking system. This template maps out the communication flow between the customer, user interface, payment service, and vehicle allocation system, ensuring a smooth and efficient workflow. By providing a clear visual representation of these interactions, the template helps in improving understanding among team members and stakeholders, promoting efficient design and collaboration.