Improving the quality of service can be a shared responsibility as employees communicate their experiences, and managers find and support opportunities for improvement across channels An external ad agency or the organization’s in-house marketing team can use a service map to identify what they key messages are to be communicated to customers, and keep their language aligned for a consistent experienceĮnables managers and frontline workers to better communicate to improve the customer experience. Offers a rationale to external or internal marketing teams you’ve hired. By seeing which processes create duplicate services, teams can begin to map out where revenue comes from, and suggest efficiencies and cost-saving measures Helps you assess how much the business has invested in each process or touchpoint. Visibility-based mapping means common sense decisions can be made about what customers should see and how employees will interact with customers Creates points of shared interactions between employees and customers, to show where the customer experiences valueĮncourages a rational approach to service design. Map-base diagrams can point out weaknesses or failures that can be the basis of a process to be refined Connects the ‘this is what I do’ employee mindset to part of a much larger process (‘how what I do impacts everyone around me’)Įstablishes opportunities for continuous improvement. Reminds employees how important it is to have a customer-focused point of view.
“I also use it to create alignment and understanding.”Įven if you feel daunted by the task that lies ahead of you, service blueprints can offer these key benefits to your team: “It's a tool that does a lot of things, not just mapping out an organization or what technology is being used,” Richards adds. It’s also a collective empathy tool,” says Kimberly Richards, a senior service designer in the Customer Service Department of the New South Wales Government. It can also act as a way to bring people and teams across your entire organization together. Service blueprints can be a time-consuming and expensive process, but when planned out, they can transform your relationship with your customers. When an organization is transitioning from a high-touch service to a low-touch service (e.g., when you want to design a new cost-effective model with lower audience volume). When a service is changing or needs to be re-designed. When a service improvement is needed to improve the customer experience. When a company would like to check whether its key processes are sufficiently human-centered. When many departments contribute to a single customer service experience. But when should you make one? Here are the most popular use cases for a service blueprint: When to make a service blueprintĪ service blueprint is a useful tool for teams to create together. You’ll know a service blueprint is doing its job when it creates a shared understanding in cross-functional teams who develop products and services for their customers. The backstage processes, across different stakeholders and actions. The channel-based touchpoints, one by one. The step-by-step of a specific customer journey