It’s essentially your customer journey map and includes the choices, interactions, actions, and steps that a customer takes while evaluating, purchasing, or using the service you plan to map out. This component is the most crucial aspect of the puzzle. Service Blueprints are handy tools for identifying opportunities for optimization and are used regularly by Designers and Design Thinkers, as it ties in nicely within the Design Thinking Process. A retailer, for example, may have a different Service Blueprint for their physical store and their online shopping experience. Services that take place over multiple touchpoints are omnichannel or require coordination between various departments.Ī single service may have multiple Service Blueprints. Since Blueprinting acts as a sort of magnifying glass for the customer journey, the best place to use it is within highly complex experiences. Creating a Service Blueprint allows companies to visualize interactions within that journey to create more adherent experiencesĪ service blueprint is essentially a diagram that visualizes the relationships between different service components (people, physical or digital evidence, and processes) that are directly tied to touchpoints throughout the customer journey. 5 min read Service Blueprint: get a bird’s-eye view of your customer journeyĭesigning an excellent user experience is tied directly to the customer journey.
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