Creating a Service Blueprint

Julian Becerra

Director of Digital Strategy

How was your sandwich today?
Did you sleep well in your hotel suite last night?
Welcome to your Online Banking Statement – How can we help you?
Did you receive your Amazon.com delivery on-time?
How does the product meet your expectations?
How would you rate your overall experience with us today?

If you are not asking these types of questions on a regular basis, how can you ensure customers receive the best possible experience you or your company can offer?

Report-User-Experience-Service

This is important not only because your customers can tell others about the “GOOD” experiences they have had with your service / business / brand, but also because they can tell others about their “BAD” or even what they consider to be “TERRIBLE” experiences too.

Understanding your customers is critical for making your business a success.

Service design encourages and allows for a revolving door of (internal and external) feedback to ensure customer’s expectations and pain-points are constantly being addressed and evaluated.

A studio snap of Julian translating a low-fidelity #Journey Map to create a high-fidelity #Service Blueprint pic.twitter.com/zlsh2HhYpW

— Graphic Mint (@Graphic_Mint) June 18, 2015

What is a Service Design blueprint?

A Service Blueprint is a step by step visualisation of how your business, staff, brand, products, services, environments and systems currently interact with your customers and target audiences.

Service Blueprints

These are critical to defining how and where improvements could be made in the future. Where are the weaker links? If you have assumed these in the past, and you got them wrong – is it time to hear it from the horse’s mouth?

Service Design Workshops

Man writing on whiteboard

We can help you to dig deep into your existing internal processes and begin to develop a Service Blueprint. Specifically, looking at your customer-facing touchpoints and your back-of-house efforts can help frame the current customer’s experience within your company.

The results from these workshops provide a great deal of insight and could put your business, service offering, product and/or brand experience back on track.

Contact Us

If you are interested in creating a Service Blueprint for your business, give us a ring (+353-14788444) or drop by our new office and we can explain the benefits and process involved.