Service Blueprinting

Explore ways to improve (or create) a service experience to meet customer and business goals

Interested? Contact us.

Why does service blueprinting matter?

The blueprint creates a coherent vision for the future experience, finds opportunities to improve the experience, and aids decision-making.

What’s our process?

We facilitate conversations with customers and diverse parts of the organization to prioritize and visualize key moments in the experience and the supporting technologies and people.

1. Recruiting

Development of recruitment criteria
Recruitment of employee and customer participants

2. Customer View

One-on-one or small group interviews with current and prospective customers to understand goals and key moments in the customer journey (positive and negative).

3. Employee and Data View

One-on-one or small group interviews with employees to understand opportunities, pain points, and data available.

4. Prioritization

Small group or large group session to prioritize service features in the customer journey and supporting back-of-house investments

5. Collaboration Session

Sessions with employees and customers to identify new ideas for the customer journey and gather information about supporting back-of-house needs.

6. Visualization

Visualization of key customer interactions along the journey and the supporting people, process and technology

Assumptions

Minimum research group of 10 users
Require access to marketing, POS or other type of customer data

Benefits

Move from assumptions based to research based decision-making
Create alignment across the organization for changes in the service experience