Eliminates bottlenecks in processes
Posted: Mon Jan 20, 2025 3:49 am
As one of the objectives of Service Blueprint is to identify failures and gaps in internal processes, this tool helps when creating strategies to optimize these points .
After all, the document allows you to see what needs to be done or what can be improved. This way, you can define action plans that directly address the bottlenecks found.
Raises the standard of delivery quality
Since the Service Blueprint optimizes internal work and eliminates bottlenecks in processes, it contributes to raising the quality standard of delivery . This is because the diagram helps to understand what needs to be modified and how this can impact the service flow.
With more aligned perspectives, it is possible to create more relevant experiences and optimized processes according to Service Blueprint analyses.
Provides a systemic view of the process and its resources
As a visual document, the Service Blueprint provides an overall view of your service . This way, you can have a lot of clarity about the processes and resources involved throughout the flow.
This broad view allows you to make strategic decisions wit thailand mobile phone number hout losing sight of the whole, impacting both specific points of the flow and the service in general.
The elements of the Service Blueprint
We have divided this topic into the main elements of the Service Blueprint and secondary elements for your service diagram, but which can appear if you deem necessary. Check it out!
Main elements
The main elements of the Service Blueprint are those that cannot be missing from your diagram and support the service journey.
Physical evidence: these are channels and other means of contact that your customer has with the company or product;
Customer actions: correspond to the actions that the user takes in relation to your service during the journey;
Actions visible to the customer: correspond to the points of contact that the customer has with the product or the company
Behind the scenes: this is what happens to make the service possible, but which the customer does not see (an example is card validation for the purchase);
Support systems: these are the tools that the team uses to support the service flow and involve both existing systems and those that the company still needs to implement (an example is internal chat );
Lines: visually connect customer-organization interactions and separate activities visible and invisible to users.
Secondary elements
Secondary elements are representations that can be included according to business needs. Check out what they are:
Teams involved: you can include the teams involved in each step of the service flow and, in addition, teams can have their own service map (with more details regarding the area);
Pain points: After analyzing your processes and identifying bottlenecks, you can include pain points in the diagram as a warning sign so you don’t forget what needs to be improved. If you want, use red dots to mark them;
Metrics: if necessary, include the main metrics for each point considered to measure the efficiency of the strategies and how they impact the service flow;
Time: in your diagram, you can indicate how long it takes from one step to another and the waiting time for certain processes;
Rules: If there are specific rules that need to be followed during the service flow and that are relevant to the continuity of the process, you can include them in the document.
How to make a Service Blueprint in 5 steps
Now that you know what a Service Blueprint is and the main elements of this document, check out 5 steps to take when creating your service's Service Blueprint!
1. Create a storyboard with the main elements
Your service has a story and, to make it clear to all teams, it is a good idea to create a storyboard with the main elements listed in the previous topic.
Just as you should tell the story of the customer journey, you should tell the story of your service in the Service Blueprint .
2. Map customer actions
As we have seen, customer actions are one of the main elements of the Service Blueprint. Therefore, it is essential that you properly map these actions through internal research or the user journey , if it has already been mapped.
Talk to other teams and investigate the customer journeys through your product. This will bring more clarity and refine your mapping .
After all, the document allows you to see what needs to be done or what can be improved. This way, you can define action plans that directly address the bottlenecks found.
Raises the standard of delivery quality
Since the Service Blueprint optimizes internal work and eliminates bottlenecks in processes, it contributes to raising the quality standard of delivery . This is because the diagram helps to understand what needs to be modified and how this can impact the service flow.
With more aligned perspectives, it is possible to create more relevant experiences and optimized processes according to Service Blueprint analyses.
Provides a systemic view of the process and its resources
As a visual document, the Service Blueprint provides an overall view of your service . This way, you can have a lot of clarity about the processes and resources involved throughout the flow.
This broad view allows you to make strategic decisions wit thailand mobile phone number hout losing sight of the whole, impacting both specific points of the flow and the service in general.
The elements of the Service Blueprint
We have divided this topic into the main elements of the Service Blueprint and secondary elements for your service diagram, but which can appear if you deem necessary. Check it out!
Main elements
The main elements of the Service Blueprint are those that cannot be missing from your diagram and support the service journey.
Physical evidence: these are channels and other means of contact that your customer has with the company or product;
Customer actions: correspond to the actions that the user takes in relation to your service during the journey;
Actions visible to the customer: correspond to the points of contact that the customer has with the product or the company
Behind the scenes: this is what happens to make the service possible, but which the customer does not see (an example is card validation for the purchase);
Support systems: these are the tools that the team uses to support the service flow and involve both existing systems and those that the company still needs to implement (an example is internal chat );
Lines: visually connect customer-organization interactions and separate activities visible and invisible to users.
Secondary elements
Secondary elements are representations that can be included according to business needs. Check out what they are:
Teams involved: you can include the teams involved in each step of the service flow and, in addition, teams can have their own service map (with more details regarding the area);
Pain points: After analyzing your processes and identifying bottlenecks, you can include pain points in the diagram as a warning sign so you don’t forget what needs to be improved. If you want, use red dots to mark them;
Metrics: if necessary, include the main metrics for each point considered to measure the efficiency of the strategies and how they impact the service flow;
Time: in your diagram, you can indicate how long it takes from one step to another and the waiting time for certain processes;
Rules: If there are specific rules that need to be followed during the service flow and that are relevant to the continuity of the process, you can include them in the document.
How to make a Service Blueprint in 5 steps
Now that you know what a Service Blueprint is and the main elements of this document, check out 5 steps to take when creating your service's Service Blueprint!
1. Create a storyboard with the main elements
Your service has a story and, to make it clear to all teams, it is a good idea to create a storyboard with the main elements listed in the previous topic.
Just as you should tell the story of the customer journey, you should tell the story of your service in the Service Blueprint .
2. Map customer actions
As we have seen, customer actions are one of the main elements of the Service Blueprint. Therefore, it is essential that you properly map these actions through internal research or the user journey , if it has already been mapped.
Talk to other teams and investigate the customer journeys through your product. This will bring more clarity and refine your mapping .