What is service blueprint marketing?

Definition: A service blueprint is a diagram that visualizes the relationships between different service components — people, props (physical or digital evidence), and processes — that are directly tied to touchpoints in a specific customer journey. Think of service blueprints as a part two to customer journey maps.

How do you create a service blueprint?

How to Create a Service Blueprint

1. Step 1: Identify the service process to be blueprinted.
2. Step 2: Identify the customer segment.
3. Step 3: Map onstage/ backstage contact employee actions.
4. Step 5: Link contact activities to needed support functions.
5. Step 6: Add physical evidence of service at each customer action step.

What is service blueprint?

A service blueprint is an operational planning tool that provides guidance on how a service will be provided, specifying the physical evidence, staff actions, and support systems / infrastructure needed to deliver the service across its different channels.

What are the components of service blueprint?

Elements of a service blueprint

• Physical evidence. What customers (and even employees) come in contact with.
• Customer actions.
• Frontstage or visible employee actions.
• Backstage or invisible contact employee actions.
• Support processes.
• Lines.
• Optional categories.
• Come up with a customer scenario.

What do you need to know about a service blueprint?

What is a service blueprint? A service blueprint is a tool that helps teams understand how the customer sees or experiences a business’s service process. It’s a diagram that visualizes relationships between people, processes, and physical and digital touchpoints tied to a specific customer journey.

How are customer journey maps and service blueprints different?

Customer journey maps and service blueprints are two complementary methods used in service/ product design. Customer journey maps visualize the customer experience across different touchpoints along with what they are doing, thinking, and feeling. It focuses more on the surface customer experience and reveals less service process details.

How are service blueprints different from UML and BPMN?

While simpler than UML (Unified Modeling Language) and BPMN (Business Process Model and Notation), service blueprints offer a flexible, focused look at an organization’s service processes and include the customer’s perspective. However, service blueprints aren’t just another customer journey map.

When did the service blueprint diagram come out?

First introduced in 1984 by G. Lynn Shostack in the Harvard Business Review, service blueprint diagrams visually map out the steps in a service process, making it easier to design a new process or to document and improve an existing one.