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Structuring Your Blueprint Identify the customers to be served by the process. Examine the customer's perspective of the service (the customer journey) Identify the actions on the service by employees, technology and other actors (suppliers, etc.) Link activities together for natural flow in order that they occur.
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.
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.
A blueprint helps understand the totality of a service as a process. It provides a graphical depiction of the services. The service system blueprint simplifies service complexities by displaying the operation of an existing system. The benefits of service blueprinting can be explained as follows.
Find support. Level-set and educate on service blueprinting. Define the goal. Gather research. Map the blueprint. Refine and distribute.
Detailed service blueprints help marketing and communication people. Marketing managers employ blueprint in consumer research in order to identify the key elements contributing to consumer satisfaction. Communication managers use them for the development of consumer materials for conveying the invisible actions.
A typical service blueprint identifies: Customer Actions: The steps that customers take as part of the service delivery process. Physical Evidence: Tangible elements associated with each step that has the potential to influence customer perceptions of the service encounter e.g. uniforms, delivery vans.
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.
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