The process of building a service blueprint involves deep exploration into a specific service, workflow, or process that uncovers the critical moments impacting people, processes, and systems, and reveals common themes that underlie the root cause of problems.
Service blueprinting produces multiple high-value outputs, both tangible and intangible. The primary tangible output is the service blueprint itself, which is a visual diagram that maps the touchpoints, processes, and technology involved in service delivery from both the front end (what customers see) and back end (behind the scenes). This process also produces actionable recommendations on next steps. In some cases, a pilot, proof of concept, or rapid prototyping of a new process or digital experience may also be produced as part of this process.
But the intangible outputs of service blueprinting—a common understanding of what “good” looks like for the delivery of a service; a unified strategic vision; cross-functional alignment on priorities, required actions, and target outcomes—are just as valuable.