Service Blueprint

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

  1. Elaborate the structure of a service blueprint (see the sample template) on a whiteboard, flip chart, wall or table, or use the sample template.
  2. Define the experience your solution seeks to achieve, and for whom. Identify the phases of this experience.
  3. 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?
  4. 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?
  5. Inventory any supporting materials, processes or activities. What is needed to enable the things ‘at the back end’?
  6. 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.

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