Overview
A method aimed at understanding the service delivery process and collaborative relationships with customers by describing service activities in chart format.
Steps
- 1
Set the service as the design subject in advance.
- 2
List the actions of customers and staff in the service.
- 3
Classify the actions of customers and staff in the service into four layers: (1) customer actions, (2) visible front-stage staff actions, (3) invisible front-stage staff actions, and (4) internal support processes.
- 4
Show the sequence of actions described in STEP 2 with arrows, and if there is information exchanged between actions, describe it on the arrows.
Tips & Tricks
The Service Blueprint is similar to Customer Journey Maps, but differs in that it also clarifies the service provider's processes, visualizing the relationship between users and service providers.
