![]() ![]() By analyzing the customer journey, you can identify areas where service quality can be improved. This involves mapping out how customers move from one touch point to another, as well as how they interact with each touch point. The third step is to analyze the customer journeys through the service. Once you’ve identified all of the touch points, you need to map out how they are interconnected. This includes both physical and digital touchpoints, such as call centers, websites, and retail stores. The next step is to identify all of the touch points where customers will interact with the service. It’s important to be as specific as possible when defining the scope, as this will make it easier to create an accurate blueprint. This includes identifying the customers who will use the service, as well as the specific touch points where they will interact with it. The first step is to define the scope of the service. When creating a service blueprint, there are five key steps you need to take: Download a template: How To Create A Service Blueprint ![]() They’re an essential tool for any organization that wants to deliver an outstanding customer experience. Service blueprints can be used to improve existing services or design new ones from scratch. It maps out every step of the customer journey, from initial contact through to post-purchase follow-up, and shows how different channels (e.g., online, in-store, call center) interact with each other. Things To Keep In Mind When Creating A Service BlueprintĪ service blueprint is a graphical representation of all the touchpoints between a company and its customers.What Are The Drawbacks Of Using A Service Blueprint?.What Are The Benefits Of Using A Service Blueprint?.Site maps and journey mapping also helped to focus attention on where the user may be stuck and need extra guidance. This definitions were then reviewed and blended to make a single product tagline. I arranged group sessions with the whole team to define the product in a single sentence, the aim was to promote a shared understanding Blueprint’s purpose. ![]() Once the wires were signed off I moved onto the final UI also in Sketch. The wireframes were created in Sketch, shared as interactive prototypes with InVision. To mitigate this I consulted as many users as possible and got buy-in from designated super-users. There were many acronyms, subtle differences in working across countries and teams reluctant to move away from spreadsheets. The current clearance process involved lots of spreadsheets. Research started with stakeholder workshops to define the pain points and goals, followed by quantitive (online surveys) and qualitative methods (user interviews) to test assumptions with sketches and prototypes. Briefed and oversaw a full-time UX based in New York to ensure the tools were aligned I managed two UX designers in India and Hong Kong to help with the ‘Framework’ review which I presented back to senior stakeholdersĪsked to be part of the interview process for new UX hires. High stakeholder confidence in the design of Blueprint led to it influencing the look and feel across the ‘Pearson Authoring Framework’ Oversaw style guide migration from the Pearson pattern to Google's Material UIĬo-led the product training sessions, making them as effective and engaging as possible Positive feedback, engagement and uptake from vendors in India, US and UK Led and managed the user interview processĬollaborated successfully with teams in three different locations and timezones The challenge of ‘selling’ the product was to show more information than a spreadsheet - so we allowed panels to expand and collapse according to user choice I created this prototype and it was a real break though moment. ![]()
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