BES Playbook

Back to Phase 1: Research & Discovery

3.3.2.4 Service Design Blueprints

A service design blueprint is detailed diagram that captures key processes in the delivery of a service, starting from the end user’s actions and system touchpoints and layering in the front- and backstage support personnel’s tasks and roles and the additional systems that all ultimately enable the service.

When to use

Use blueprinting to model solutions that address specific process inefficiencies and pain points. This is especially useful in cases where a provided service is complex, such as when multiple support roles or systems are required to facilitate accomplishing the end user’s goal.

Requirements

  • Service design blueprints work best when layered onto an existing journey map, but can be executed independently.

3.3.2.4 journey maps

  • A thorough understanding of the service delivery process is necessary to accurately capture it. Because complex services can require the efforts of a host of different support personnel and systems, elicit direct input from all participants through interviews or a collaborative workshop session.

Product/output

A service design blueprint should be a time-based diagram, with swim lanes for the end user’s actions, system touchpoints, frontstage support personnel actions, backstage actions, and additional support processes/additional required systems. The detailed analysis inherit in creating a service blueprint will uncover gaps, inefficiencies, and pain points in your current service delivery model that your conceptual designs can address.

3.3.2.4 blueprint

Resources

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