Service Blueprint - Visualize and understand the entire service network
•
7 likes•13,085 views
This document outlines a service blueprinting technique used to visualize and understand an entire service network. A service blueprint maps out key aspects of a customer's journey through a service, including touchpoints, channels, frontstage and backstage processes, and moments along the journey. It is used to ensure service standards are met, identify weak points in the service, and find opportunities for improvement by examining the complete customer experience and operations supporting it.
Report
Share
More Related Content
What's hot
What's hot (20)
Viewers also liked
Viewers also liked (20)
More from Heller de Paula
More from Heller de Paula (15)
Recently uploaded
Recently uploaded (20)
Service Blueprint - Visualize and understand the entire service network
- 2. GOAL Visualize and understand the entire service network
- 3. Base Designing services that deliver G. Lynn Shostack
- 4. Used for know the complete journey ensure standards see all physical evidences isolate weak points find opportunities
- 5. The structure moments of the journey costumers’ actions touch points | channels front stage backstage
- 6. The structure touch points channels moments of the journey back stage customers’ actions
- 7. Examples
- 8. Examples
- 9. Examples
- 10. Examples
- 11. Examples
- 12. References A Service Blueprinting: A Practical Technique for Service Innovation (PDF) Design Council (PDF) Design Services That Deliver Heller de Paula Service Design Tools Service Design Wikispaces The Noun Project Tool Hub