Service Blue Print Design

These actions happen in front of the customer.

Service blue print design. The service blueprint is an applied process chart which shows the service delivery process from the customer s perspective. The blueprint shows processes within the company divided into different components which are separated by lines. The service blueprint is a technique originally used for service design but has also found applications in diagnosing problems with operational efficiency. Lynn shostack a bank executive in the harvard business review in 1984.

Service blueprint was first mentioned by a bank executive g. The technique was first described by lynn shostack a bank executive in the harvard business review in 1984. Lynn shostack in designing services that deliver published by harvard business review in 1984. The service blueprint is a technique used for service innovation.

The service blueprint is built by first listing all the actors involved in the service process on a vertical axis and all the steps required to deliver the. The service blueprint was first introduced by g. Service blueprints are diagrams that visualize organizational processes in order to optimize how a business delivers a user experience. Service blueprint click on the template to edit it online customer actions.

Service design is the activity of planning and organizing a business s resources people props and processes in order to 1 directly improve the employee s experience and 2 indirectly the customer s experience. The technique was first described by g. Here are four puzzle pieces you need to have when creating a service blueprint. Similar to journey mapping service blueprinting should be the result of a collaborative process informed by well defined goals and built on research successful service blueprints drive alignment and.

To be able to innovate and make relevant changes that boost customer satisfaction you need to be able to visualize each step and actor from the customer all the way down to third party. If you ve already made a customer journey map you can extract the steps choices activities and interactions a customer may go through to reach their goals. This tool allows companies to diagnose issues with operational efficiency and nowadays it has become widely used to manage service operations design and positioning. It includes the steps actions.

The elements of a service blueprint. The service blueprint distinguishes between onstage and backstage employee activities which are represented with its key components. A service blueprint is a diagram that displays the entire process of service delivery by listing all the activities that happen at each stage performed by the different roles involved. A service blueprint is a diagram that.

This component is central to the creation of the service blueprint and therefore is laid out first. Service blueprinting is the primary mapping tool used in the service design process. They are the primary tool used in service design. Shostack wanted to find a way to visualize the steps that go into a service process taking into account the customer s perspective.

Lynn shostack in 1984. What is a service blueprint.