How do you integrate service blueprints with other service design tools and frameworks?

The shortest way I found to explain what a Service Blueprint is to other design or innovation professionals is this tiny sentence: A Service Blueprint is a customer journey map with a backstage added to it. The backstage shows what is needed to make the customer journey happen. What I like about this definition is that it demystifies what a Service Blueprint is. After all, it isn't so complicated to understand what it is.

Service blueprint is a way of visualising end to end customer journey with focus on all the touch points (physical as well digital). It's a very important tool to break down the silos and understand the processes involved in delivering a service. They are powerful tools that help organizations design, deliver, and manage services effectively, ensuring a seamless and positive experience for customers.

Preparing and sharing a service blueprint can be a useful start to developing a service, leading to a full description of the newly developed service. At its best, a service blueprint is a simple portrayal of the journey from receiving demand, through fulfilling the demand to generating value. The blueprint could reflect an existing service to reflect what works well, and to highlight focus areas for development. Reapplying the paradigms of the as-is service blueprint to propose a to-be service can help stakeholders and resources to understand what needs to change, and how they can contribute to the changes.

Acredito que o plano de servi?o, ou "entregável" de um projeto de design de servi?o, serve como a materializa??o de algo idealizado, conciliando a necessidade do cliente e as premissas de negócio. Trata-se da cristaliza??o de uma ideia em algo que possa ser compartilhado, debatido, evoluído e sirva como guia de como se prestar o servi?o em quest?o.

Los planos de servicio son como mapas visuales que nos guían a través de la experiencia de un cliente al utilizar un servicio. Nos muestran todos los pasos, desde el primer contacto hasta la conclusión del servicio. Es como un tour detrás del escenario, donde vemos cómo funciona todo para brindar una experiencia fluida al cliente. Estos diagramas nos ayudan a entender cómo interactúan los diferentes aspectos del servicio, desde el personal hasta la tecnología, para crear una experiencia memorable y satisfactoria para el cliente.

While creating a service blueprint it is very important to understand the goal and objective of it. It's also essential to confirm the scope with the right set of stakeholders. After mapping out the different stakeholders, try to work on the user journey flows, create customer journey maps. Validation across the journey is very important. And don't forget about all the data available!! Once you have all the above artefacts, try to overlay on a single visual artefact. Tip: Don't complicate it too much! While you or your team might be able to make sense of it, the stakeholders might get lost into multiple swim lanes and will get overwhelmed by the amount of information available. Always create a simple view to visualise the outcome.

I find it best to have simple figures, arrows, and short text descriptions within diagrams for service blueprints. The texts describe participants, activities, and locations. I have also seen timescales and costs called out within blueprints. The customer stands at both ends of any service (and its blueprint), portraying their initial submission of demand and their ultimate receipt of value. The value of a blueprint is its overview of the time and effort that is spent between those ends. How are data and/or materials processed? How is quality controlled? Most interestingly: who is involved? The participants enjoy (and benefit from) seeing themselves and their efforts clearly represented as essential links of a value chain in the blueprint.

Uma análise importante a ser feita é o nível de maturidade da empresa com rela??o ao tema. Isso ajuda a informar qual deve ser o nível ideal de detalhamento e granularidade para que se aumente as chances de que o plano de servi?o seja efetivo em sua entrega e inten??o. Empresas mais maduras demandam planos mais detalhados ou recortes específicos de temas que ainda n?o tenha sido trabalhado. Ao passo que empresas que est?o iniciando um trabalho com foco em Design de Servi?o talvez precisem de uma vis?o mais ampla, uma visualiza??o com menos momentos, e informa??es mais básicas. O risco que se apresenta é ser detalhista ou granular demais e acabar criando resistências de implementa??o, ou sentimento de incapacidade por parte da equipe.

Para crear un blueprint de servicio, primero establece claramente tu objetivo y el nivel de detalle que necesitas. Investiga a fondo a tus clientes, comprende sus necesidades y puntos de dolor. Mapea su viaje paso a paso, desde el primer contacto hasta la conclusión del servicio. Alinea cada etapa del viaje del cliente con tus procesos internos y recursos para identificar áreas de mejora. No olvides validar tu blueprint con clientes reales y obtener retroalimentación para iterar y mejorar. Este enfoque te ayudará a crear un blueprint efectivo y centrado en el cliente que impulse la excelencia en tu servicio.

Service customers are rarely all alike. They can be often categorised by how they use the service or what is important about it. Separate personas can represent each of the differing customer categories for these cases. "Lara" is high-touch and wants every feature to be perfect. "Inga" just wants a basic outcome as quickly as possible. By understanding what personas represent, the participants in the service chain can simply keep those distinctions in mind as they distinguish how to provide the service to them. Personas can also be useful to represent suppliers and partners. This objectively represents their contribution and avoid naming a supplier or setting an expectation of a dependency upon a specific supplier.

Para integrar los planos de servicio con las personas, comienza utilizando a las personas como base para trazar el recorrido del cliente en tu plano de servicio. Hazte preguntas como: ?Quién es esta persona? ?Cuáles son sus metas y motivaciones? ?Qué puntos de dolor y frustraciones experimentan? ?Cómo interactúan con tu servicio? ?Cómo se sienten en cada etapa del viaje? Al incorporar las personas, puedes crear planos de servicio más realistas y relevantes que reflejen las perspectivas y emociones de tus clientes. Esta integración asegura que tu dise?o de servicio aborde de manera efectiva las necesidades y preferencias de tu audiencia objetivo, resultando en una experiencia del cliente más impactante y satisfactoria.

Integrar los planos de servicio con el lienzo de propuesta de valor es esencial para crear una oferta de servicio que resuene con tus clientes. Usa el lienzo de propuesta de valor como base para dise?ar los componentes y puntos de contacto de tu servicio. Reflexiona sobre cómo tu servicio aborda los trabajos, dolores y ganancias del cliente según su perfil en el lienzo de propuesta de valor. ?Cómo comunicas y entregas tu propuesta de valor a lo largo del viaje del cliente con tu servicio? ?Cómo evalúas y mejoras constantemente tu propuesta de valor? Al alinear estos elementos, puedes crear planos de servicio más efectivos y centrados en el valor, proporcionando una experiencia excepcional para el cliente.

Identify failure points and Pain points. Service scenarios, especially ones focused on difficult or problematic situations, can reveal failure points or pain points in the service. Make sure these are highlighted and addressed somehow in the blueprint.

La integración de blueprints de servicio con escenarios de servicio es fundamental para comprender cómo tu servicio funciona en diversas situaciones y contextos. Utiliza los escenarios de servicio como punto de partida o resultado para tu blueprint. Reflexiona sobre los escenarios típicos o críticos que enfrenta tu servicio. ?Cómo se adaptan o responden estos escenarios a tu blueprint de servicio? ?Qué cambios o ajustes son necesarios en el blueprint debido a estos escenarios? Al integrar los escenarios de servicio, tu blueprint se vuelve más dinámico y capaz de adaptarse a las complejidades del entorno de servicio, proporcionando una representación más precisa y útil de tu oferta de servicio.

– Getting cross-functional input through collaborative workshops; – Making blueprints understandable to diverse stakeholders; – Visually mapping roles, touchpoints and handoffs; – Keeping blueprints updated to reflect changes; – Using blueprints to onboard employees and educate partners; – Creating modular views for different audiences; – Making customer-facing blueprints to set expectations; Overall, with some thoughtful facilitation, you highlight how service blueprints can be positioned as living tools to connect different groups to improve service delivery.

- While a service designer creates the blue prints on his own, it’s important to involve all stakeholders in the process. This gives those stakeholders a shared ownership of the blueprints; they will consider it as an important artefacts for many discussions; this will eventually improve service design maturity and adoption within your org. - Share a ‘can only. comment’ link to your blueprints (on Mural / Miro or Theydo) for improved collaboration; stakeholders will get to review and comment on the blue prints.

The biggest problem I see with many Service Blueprints is that they are overwhelming: They have a lot of information in it at the first glance. They don't provide a guided way to read them. And because of that, people often end up not using them. Building a Service Blueprint is sadly the first step only. Thinking about how you can help people use it, thinking about how to integrate it in the day to day business routines is where the real work happens. "Journey Management" and tools that help with that, like Smaply or Theydo, can help with the second part. For the overwhelming part, there are simple tips that can help: - Provide a summary - Use toggles or ways to show or hide parts of the blueprint - Add a video walkthrough

When blueprints are too detailed I often apply the zooming in and our approach with 2 layers blueprints: one macro blueprint (very simplified) and a series of micro-blueprints.

Designers and researchers love to dig into blueprints, but most other folks do not. I recommend a service blueprint as a framework to help you understand an experience, however I do not recommend it being the output you show to just anyone. You must know your audience and share the outcomes of your work in a way that speaks to their sensibilities: simply, clearly, and actionably. A service blueprint itself, will not do that.

You might not be able to get it right in the first few attempts. But always rely on your super power as a designer (and a human being!) - reach out and collaborate with others.

Service blueprints can be big and messy and that's a problem What I mean by that, especially with complex cases, the blueprint also shows quite a lot of complexity. This might not be a problem on paper, literally (badum's) during physical workshops, really becomes one when presenting on a screen where most of us are presenting our business blueprints. Screen size is limited and text/graphics get quite small. So it's hard to visualize a blueprint in an understandable manner during a presentation. The easiest way can be to simply live guide through a Miro board. Otherwise, please keep in mind to put enough time and thought into your slides to make the blueprint understandable