Page 235 - The Design Thinking Playbook

HOW MIGHT WE... From our experience, teams can easily create a service blueprint using
use a service blueprint? Post-its. We can go through the following steps:

1. Actions and activities of the customer on the timeline
(large and small circles for the respective activity)
- What are the main actions?
A service blueprint can be used to describe, for instance, a service prototype in a uniform, systematic, and - What happens in this step?
structured way.
A service blueprint is a method for visualizing and structuring service processes. Various levels are differ- 2. Customer interactions (green Post-its)
entiated:
- What are the touch points with the customer?
• Activities the customer goes through 3. Visible activities of the provider (blue Post-its)
• Visible activities of the provider with respect to the customer - Who are the actors?
• Invisible activities of the provider that are directly connected but are not visible to the - Who is involved all together?
- What are the actions of the provider?
customer
• Supporting activities and systems of the provider or his partners 4. Invisible activities (light blue Post-its)
- What are the activities that are invisible to the customer?
The customer interaction line separates customer activities from provider activities.
5. Supporting activities and systems (orange Post-its)
The method is easy to understand, easy to apply, and puts the customer in the center. The blueprint can be - What supports the whole thing (software, platform, processes)?
iteratively improved and adapted. The iterations also help identify the weak points in the process.
6. Evaluation (red Post-its):
- What is critical? Where are errors possible?
- Where are risks and vulnerabilities?
Customer Afterward, we can infer ideas for improvements, new processes,
experience chain or entire service innovations. The service blueprint also helps us in
visible interviews/tests with customers/users to capture the situation and
obtain feedback.

invisible

234