Service blueprint
What
A service blueprint is a visual representation of the internal and external functioning of the solution.
Why
A service blueprint helps you think about the way the solution will work in practice, and what it takes to enable it to work in practice.
How
- Elaborate the structure of a service blueprint (see the sample template) on a whiteboard, flip chart, wall or table, or use the sample template.
- Define the experience your solution seeks to achieve, and for whom. Identify the phases of this experience.
- For each phase, determine what is needed ‘at the front end’ – that which the target group notices or sees – to make this experience possible. Is it a helpline, an information page, a letter, a help desk or something else?
- Next, decide per phase what is needed ‘at the back end’ – that which the target group does not notice or see – to enable things to happen ‘at the front end’. Is it a script, a directory, a registration system, an expert team or something else?
- Inventory any supporting materials, processes or activities. What is needed to enable the things ‘at the back end’?
- Look at the service blueprint from a distance. Does it show all of the materials, processes and activities needed to make the solution work? Is anything missing? Finalise the blueprint.