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In this video, I'll be answering the most common questions practitioners ask me about blueprinting. From the research you need, to who you're including, to how much time it's going to take. Question one, what's the difference between service blueprint and customer journey map? My answer is this: think of service blueprints as a sequel to journey maps. The focus of a journey map is a customer and the user. You're using journey maps to understand what the customer is doing, thinking and feeling over time. Now, if I extend that journey map to look at what the business is doing in parallel, it would be a service blueprint. So remember, the focus of a journey map is the customer, and the focus of a blueprint is the organization. In both journey maps and service blueprints, you're using the customer user swim lane actions as your baseline. Question two, what's the primary goal of blueprinting? My answer is this: it depends on where you are in the process, and what you're trying to achieve. I like to think about it as goals along a spectrum of the design thinking process. In the early stages, you're using current or as-is blueprints to understand breakdowns and the problem you're trying to solve. Think of it like this; understanding current pain points, identifying opportunities, aligning on areas to focus. Now as you're in the middle of the ideation phase of your work, you're probably using to-be or future state blueprinting to ideate new processes, prototype future changes, measure potential impact. And then as you move towards the end of a sprint or a release cycle, the goal of blueprinting is to provide implementation aids. Your blueprint is communicating changes, acting as a single source of truth and benchmarking against those vision goals. As with any mapping method, you should be thinking about the goals in two ways. The goals of the process used to create the map meaning collaboration, co-creation, and then conversely the map itself. It acting as an artifact to communicate and direct. So to build on this question, question number three, what fidelity am I working in? The nice thing with this question is you can approach it the exact same way as we just did with goals. Ask yourself, "Where am I in this process?" The earlier you are the lower fidelity you can target. Not only are things still likely to change, but you're really prioritizing the process of making the blueprint. And then conversely, later in the process, the higher fidelity your blueprint should be. Since more people will be seeing it, and you'll be using it as an artifact itself. Question number four, who should be involved in service blueprinting? Here is my answer; think of your blueprint as a checklist. Enlist a knowledge holder from each phase and each swim lane, to ensure you have well rounded participants and you don't leave out key parties. The composition of your blueprinting team should map directly to the context, scenario and goals of your blueprinting initiative. All...