Illustrate cross-functional relationships. Specify lines of interaction, where the customer interacts with your service or employees lines of visibility, where your organizational processes become invisible to the customer and lines of internal action, where employees who don’t come in contact with the customer nevertheless step in to support the service.ĥ. Use these tools to parse out roles and responsibilities. Miro’s whiteboard allows you to customize your map with colors, visuals, and more. Lay out the processes, actors, support systems, and technologies that exist behind the scenes.Ĥ. Once you have the customer’s journey mapped out, it’s time to build out the rest of the story. Now, plot the actions that the customer will take, in chronological order.ģ.
If you can, interview customers to gain a realistic perspective of the scenario.Ģ. Whether you’re mapping an existing process or creating one from scratch, it’s crucial to start with the customer service scenario that you’d like to investigate. Get started by selecting the Service Blueprint Template, then take the following steps to make one of your own.ġ. Miro’s whiteboard allows you to build, share, and iterate. It’s easy to create your own blueprint template.
#BLUEPRINT SOFTWARE HOW TO#
How to create your own Service Blueprint template Once you zoom in on current functions, you can more easily diagnose and address issues and fill gaps. Team members working on intricate processes can easily lose sight of the bigger picture or how actions affect other departments, fellow team members, or customers. Service blueprints are scalable and flexible, showing as much or as little detail as you want, from overviews to complex steps. Service blueprint diagrams also allow you to compare your company’s services with competitors’, or to bridge the gap between how you want your service to function and how it functions currently. By clarifying roles and processes, you can reduce silos and inefficiencies. Many draw them up to make it easier to transfer knowledge across teams and to new team members. Teams use service blueprints for a variety of applications.
#BLUEPRINT SOFTWARE SOFTWARE#
Support processes, like third-party delivery systems or vendors who provide software or supplies. Physical evidence, such as brick-and-mortar stores, websites, customer receipts, or emails.Ĭustomer actions, like visiting your website, placing an order, or asking a customer service question.įrontstage (visible) employee actions, such as sending confirmation emails or answering customer questions.īackstage (invisible) employee actions, such as writing website content or filling orders. Service blueprint templates generally contain 5 elements: To create a service blueprint diagram, map out each process and actor that contributes to the customer experience, from in-house contributors to third-party vendors. Service blueprint diagrams make it simpler for teams to design new processes or improve existing ones. Shostack wanted to find a way to visualize the steps that go into a service process, taking into account the customer’s perspective. The service blueprint diagram was first introduced by G.
#BLUEPRINT SOFTWARE FREE#
Learn more about them and start creating your own using Miro's free Service Blueprint Template. Service blueprints are useful tools for understanding and designing a service experience – and finding ways to improve it.
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