Help the team understand the technological and human interactions that take place in a customer journey
Core team, stakeholders
Early in Discovery or when anyone has difficulty expressing a workflow
Draw these rows on the whiteboard:
|Row Name||Steps 1 to n|
|Backstage - eg. services, databases||?|
|<Any other points, eg. sensors>||?|
The customer/user actions row is always directly under physical evidence row. It is the user we are targeting; they are the “hero”.
Move column by column through time, filling in cells with:
Physical Evidence — What does the user first see? The physical evidence is not the interface they see, it is a monitor or cell phone.
Customer Actions — What action do they do to access the service? What do they do next?
Frontstage — How is the service visibly delivered? When a service is delivered, what is the name of the page that the user sees?
Backstage — What helps make the service happen? The user does not see or directly interact with this.
Other touch-points — What needs to happen in order for the backend to receive the information?
Circle or star cells that:
You’ve succeeded when everyone has a shared understanding of the entire workflow and the areas that have the most pain
Compared to a journey map, service blueprints focus more on the process than the customer experience.
Service blueprints are especially useful for:
Optional lines to draw between rows
Service Blueprints: Laying the Foundation by Izac Ross of Cooper