Service Blueprint

Question 1

What is the difference between a service blueprint and a customer journey map?

Answer 1

Service Blueprints are sequels to journey maps. A customer journey map helps you understand what the customer is doing, thinking, and feeling over time.
If you extend the journey map to look at what the business is doing in parallel, it would be a service blueprint.
So the focus of the service blueprint is the customer and the blueprint focuses on the organization.
In both journey maps and service blueprints,you’re using the customer user swim lane actionsas your baseline.

Question 2

What’s the primary goal of blueprinting?

Answer 2

It depends on where you are in the process + what you are trying to achieve.

In the early stages (empathize & define) blueprints help you understand the problem you are trying to solve.
- The current pain points
- Identify opportunities
- Align on areas of focus

In the middle stages (ideate & prototype) blueprints help ideate new processes, prototype future changes, Measure potential impact

In the late stages (test & implement) the goal of blueprinting is to provide implementation aids. It helps communicate changes, it’s a single source of truth, benchmark against vision.

Answer 3

The goals of the process used to create the map meaning collaboration, co-creation, and then conversely the map itself. and then conversely the map itself, It acting as an artifact to communicate and direct.

Question 4

What fidelity should I be working in?

Answer 4

Ask yourself “Where are you in the process?”. The earlier you are the lower fidelity you can target. Not only are thing still likely to change, but you’re really prioritizing the process of making the blueprint. Later in the process, the higher fidelity your blueprint should be.

Question 5

How long does it take to blueprint?

Answer 5

Smaller the scope = less time
Bigger the scope = more time

the number of people involved
the fidelity of your blueprint itself
the amount of research you need
stakeholder oversight

Question 6

How do we sell blueprinting to our organization?

Answer 6

-Involve stakeholders early and often: They develop co-ownership early and as a result, they’ll go out of their way to help the effort succeed. They will believe it more because they trust the deliverable because they witness the process.
- Track success and use it as evidence
- Translate user needs into business impact (ask yourself, if we make this change, what effect will it have? or if we understand this service breakdown, then how is it actually going to affect our business? Meaning time, money, resources satisfaction
- Translate user needs into business impact (in business focus terms)

Question 7

When to use a service blueprint

Answer 7

1. Improve a product or service
2. Understand a current process or service
3. Designing a new service

Question 8

Step 1

Answer 8

Gather the team & define the blueprint scope
- In order to define the scope: define the business goals, and why are you creating it.