Service
Blueprinting

Creating a unified vision and strategy for
customer experience transformation to fuel
organizational growth

What is Service Blueprinting?

The term “service blueprint” refers to the visualized output of a structured, multi-phased process to analyze, understand, and map the confluence of the people, processes, and systems involved in delivering a specific service or experience.

Where a customer journey map evaluates experience through the lens of the customer, service blueprinting applies an organizational lens to understand the operational assets and efforts involved in creating that experience. 

For companies looking to enhance their customer (or employee) experience through increased operational efficiency, more effective cross-functional integration, and stronger strategic alignment, service blueprinting provides a technique for identifying and resolving friction and capitalizing on strengths in these areas.

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. In addition to the tangible output of the service blueprint artifact, 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; alignment on priorities, required actions, and target outcomes—are just as valuable. 

Service Blueprinting Outputs:

Why Service
Blueprinting?

Service blueprinting brings greater understanding of the customer or stakeholder journey through visualization of the interconnectivity of service, workflow, and process function. Service blueprinting mitigates confusion and fosters more open collaboration and unity among teams when they collectively analyze and map a product or service across multiple facets of the organization. This level of insight and clarity that blueprinting delivers can accelerate the product development process—saving time in communicating what needs to be built and clearing the path to create a simple prototype. 

 

Not only is blueprinting a highly effective tool for creating an MVP, the insights gained can illuminate near-term opportunities, identify new solutions, and help justify and prioritize initiatives.

Service blueprints allow you to: 

  • Look at a problem from multiple points of view 
  • Visualize the process 
  • Map critical moments and pain points to specific steps 
  • Identify common themes 
  • Understand the root cause of issues 
  • Define concrete problem statements and hypotheses 
  • Target problems with the greatest impact
  • Develop strategic focus areas to invest in 
  • Reduce the risk of implementing change (financial and morale) 
  • Capitalize on future opportunities

The Tallwave Approach to
Service Blueprinting

Tallwave service blueprinting is an immersive, multi-phased process. Working closely with stakeholders, we analyze and evaluate current-state systems to accurately identify roadblocks to operational efficiency and uncover opportunities for service delivery transformation. 

 

To strategize the best outcomes for our clients, we leverage service mapping to align business insights with strategy across teams. 

 

Each of the six phases of service blueprinting builds on the next, uncovering and validating key insights at every stage.

01

Plan

We start with a catered approach for the specific ask and focus on establishing the foundation of the project. This includes outlining the overall project scope, defining objectives, and aligning on our recommended approach.

02

Discover

This phase is designed to gather the necessary information to construct the service blueprint artifact, as well as identify actionable insights through workshops, stakeholder interviews, and on-site interviews.

03

Create and validate

We look at the current-state blueprint to identify and build emerging themes and patterns into an enhanced service blueprint. We then review this with the client to validate our findings.

04

Ideate

We identify solutions to our key challenges and synthesize them into actionable insights and recommendations.

05

Recommend and refine

We share our core recommendations and prioritize areas of focus with the client.

06

Build

We deveopment a roadmap to implement our recommendations, and a proof of concept.

Through deep exploration and detailed mapping of specific services, workflows, or processes, critical moments that impact people, processes, and systems are identified and analyzed, revealing common themes that underlie the root problems.

We take those findings, validate them, and pinpoint actionable solutions to optimize and transform the service, workflow, or process.

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