![]() The process of blueprinting is as important as the resulting blueprint itself it should force conversation, create a need for research and investigation, and foster a shared language and understanding. Respondents who view a blueprinting initiative as simply the creation of the visualization are likely to miss a plethora of process benefits that can be gained from the blueprinting process (regardless of the state of the output). In defining service blueprinting, respondents with the artifact mental model placed an emphasis on the artifact, map, or visualization that is created in the service-blueprinting process, rather than on the process, people, or method used to create it. Some of the terms they used to describe the blueprint were: In responding to our survey questions, participants used similar, yet varied, language. "A visualization of the service experience from the perspective of the organization providing it” “A map/diagram of how (actions, tools, etc.) our business provides its services to customers and clients” “An artifact that gives you a holistic view of a key scenario that our customer experiences, and how our organization delivers that service” “A map of how all the different people, processes, technology, policies, and touchpoints fit together in the delivery of a service” Here are some responses representative for that view: Service blueprinting as a collaborative tool (15%)īy far the most frequent view of service blueprinting is to define it as the blueprint itself - i.e., as an artifact or deliverable.Service blueprinting as an exercise or framework (20%).Service blueprinting as an artifact or visualization (56%).The majority of responses reflected one or two of the following mental models: We asked participants to define service blueprinting in their own words. ![]() Service Blueprinting: Definitions and Mental Models What benefits come from creating or using a service blueprint?įuture articles will address additional research findings.Who is commonly involved in these initiatives?.Who owns service blueprinting initiatives?.How do practitioner's define service blueprints?.Their responses helped us answer the following questions: To understand how service blueprints are used in practice, we surveyed 97 practitioners across industries (B2B, B2C, finance, government, healthcare, nonprofit, etc.). As tangible artifacts, service blueprints can be used to identify and communicate service weaknesses or redundancies, serve as a guiding source of truth, and inform organizational roadmaps. Service blueprinting, as a process, fosters communication with crossfunctional teams, creates alignment on intangible services, and gives teams a sense of their contribution to the end-to-end customer experience. The process of creating a service blueprint is just as beneficial as the output (the artifact itself). Service blueprints map out the relationship between various service components (people, processes, and props) and customer touchpoints.
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