What is service blueprinting?
Definition: A service blueprint is a diagram that visualizes the relationships between different service components — people, props (physical or digital evidence), and processes — that are directly tied to touchpoints in a specific customer journey.
What is Blueprint explain with example?
A blueprint is defined as a copy of a building or engineering plan, reproduced with white lines on a blue background, or detailed plan of action. An example of a blueprint is a construction worker’s diagram of building plans for a new home.
What are the steps for service blueprinting?
5-Step Framework for Service Blueprinting
- Find support. Level-set and educate on service blueprinting.
- Define the goal. Choose a scope and focus.
- Gather research.
- Map the blueprint.
- Refine and distribute.
What are the components of service blueprinting?
Elements of a service blueprint
- Physical evidence. What customers (and even employees) come in contact with.
- Customer actions.
- Frontstage or visible employee actions.
- Backstage or invisible contact employee actions.
- Support processes.
- Lines.
- Optional categories.
- Come up with a customer scenario.
How do you explain a blueprint?
A blueprint is a reproduction of a technical drawing or engineering drawing using a contact print process on light-sensitive sheets. Introduced by Sir John Herschel in 1842, the process allowed rapid and accurate production of an unlimited number of copies.
What are the types of service processes?
Next, we’ll look at each of the three broad types of service process namely:
- Line operations.
- Job shop operations.
- Intermittent operations.
Is the main strength of service blueprinting?
Some of the most important benefits of service blueprinting are as follows: 1. Line of visibility promotes a conscious decision on what customers should see and which employees will be in contact with customers, thus facilitating rational service design.
What is Servicecape service marketing?
The servicescape is the physical environment of a service organization where the service transaction occurs; it is composed of numerous elements such as the color, music, scent, and layout and design in a physical environment (Bitner, 1992. Servicescapes: The impact of physical surroundings on customers and employees.
What’s the best way to create a service blueprint?
Map the blueprint: Use this research to fill in a low-fidelity blueprint. Refine and distribute: Add additional content and refine towards a high-fidelity blueprint that can be distributed amongst clients and stakeholders. 1. Find support Level-set and educate on service blueprinting.
Where did the term service blueprint come from?
Service blueprint. Marketing. The service blueprint is a technique originally used for service design and innovation, but has also found applications in diagnosing problems with operational efficiency. The technique was first described by G. Lynn Shostack, a bank executive, in the Harvard Business Review in 1984.
How are service blueprints different from UML and BPMN?
While simpler than UML (Unified Modeling Language) and BPMN (Business Process Model and Notation), service blueprints offer a flexible, focused look at an organization’s service processes and include the customer’s perspective. However, service blueprints aren’t just another customer journey map.
What should be included in a hospital service blueprint?
Hospital service blueprint In a hospital, customers may be experiencing high levels of stress or uncertainty, which means that every step or process they encounter has to be designed for ease of service, clarity and reassurance.
