10/3/2023 0 Comments Service design blueprintThe service blueprint has become one of the most widely used tools to manage service operations, service design and service.Ī simple way to think about blueprints is as a process chart which consists of inputs, process and outputs. The service blueprint is an applied process chart which shows the service delivery process from the customer's perspective. Lynn Shostack, a bank executive, in the Harvard Business Review in 1984. The service blueprint is a technique originally used for service design, but has also found applications in diagnosing problems with operational efficiency. In addition, a Service Blueprint is a valuable tool for communicating the service to various stakeholders and overcoming obstacles.A Service Blueprint for the organization of a Conference It’s a relatively quick and simple process that can have a big impact if done correctly. By understanding the customer’s needs, goals and motivations, we find potential for improvement and innovation in the Service Blueprint, and allows us to analyze and sharpen existing service concepts. This allows us to ensure that all touchpoints with the customer are consistent. The added value of the Service Blueprint lies in its ability to visualize and understand the relationships between the customer’s journey and the service provider’s processes. What’s the benefit of a Service Blueprint? Finally, the Service Blueprint is a living document that can and should be revised and updated regularly. In both cases, we have found that working on a printed Blueprint together with Post-its helps us to stay flexible and open, and to collaboratively develop new ideas with our customers. With the help of a service blueprint, an existing service can be documented, examined and improved, or a completely new service can be developed. In addition, the required artifacts (physical objects, digital interfaces, print products), key moments, other stakeholders and emotional states can be visually mapped. In a service blueprint, the various actions of all three areas are connected via lines of visibility or lines of external communication to represent interrelated processes. This includes all the processes that make Front-of-House possible, such as logistics and marketing. Back-of-House is the part of the service that is invisible to customers, that is, with which they do not interact directly.This includes all physical spaces, such as a store or website, service staff, an app, or customer service. Front-of-House is the part of the service with which the customer interacts.The Customer Journey contains all actions of the customer during the service.Their respective actions and thoughts are divided into three categories: pre-, during and post-use of the service. The main components are the Customer Journey, the Service Provider Journey and the Support Processes. In this way, all elements that make up a service can be documented – from touchpoints and people, to technology, physical artifacts, places, communication, resources, and support processes. The main difference compared to a simple customer journey map is that the Blueprint focuses on the activities of the service provider, both visible and invisible to the customer. To use the restaurant example, from the thought of getting something to eat to ordering, consuming, and paying for the meal, including all the actions and processes of the restaurant and its employees.
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