What is a service blueprint diagram?

What is a service blueprint diagram?

Definition: A service blueprint is a diagram that visualizes the relationships between different service components — people, props (physical or digital evidence), and processes — that are directly tied to touchpoints in a specific customer journey.

How do I complete a service blueprint?

How to Create a Service Blueprint

1. Step 1: Identify the service process to be blueprinted.
2. Step 2: Identify the customer segment.
3. Step 3: Map onstage/ backstage contact employee actions.
4. Step 5: Link contact activities to needed support functions.
5. Step 6: Add physical evidence of service at each customer action step.

What does a service blueprint do?

A service blueprint is an operational planning tool that provides guidance on how a service will be provided, specifying the physical evidence, staff actions, and support systems / infrastructure needed to deliver the service across its different channels.

How do you analyze a service blueprint?

Summary: Five key steps comprise a framework for service blueprinting that can be scaled to any scope or timeline….5-Step Framework for Service Blueprinting

1. Find support. Level-set and educate on service blueprinting.
2. Define the goal. Choose a scope and focus.
3. Gather research.
4. Map the blueprint.
5. Refine and distribute.

What are the key elements of a service blueprint?

Elements of a service blueprint

• Physical evidence. What customers (and even employees) come in contact with.
• Customer actions.
• Frontstage or visible employee actions.
• Backstage or invisible contact employee actions.
• Support processes.
• Lines.
• Optional categories.
• Come up with a customer scenario.

What is an example of a service?

For example, a haircut is a service; you cannot transport or store a haircut. Services are intangible by nature; there is no time gap between the provision and consumption of a service. You can neither store nor transfer them. Goods are tangible; there is a time gap between their production and consumption.

What are the types of service processes?

Next, we’ll look at each of the three broad types of service process namely:

• Line operations.
• Job shop operations.
• Intermittent operations.

  What are the components of service blueprint?

  Service blueprints typically contain five categories that illustrate the main components of the service being mapped out.

  • Physical evidence.
  • Customer actions.
  • Frontstage or visible employee actions.
  • Backstage or invisible contact employee actions.
  • Support processes.
  • Lines.
  • Optional categories.
  • Come up with a customer scenario.

  How is service quality defined?

  Service quality generally refers to a customer’s comparison of service expectations as it relates to a company’s performance. A business with a high level of service quality is likely capable of meeting customer needs while also remaining economically competitive in their respective industry.

  What are the first 3 key components of a service blueprint?

  Service blueprints are the visualization of the interaction of your company’s service components. They are a diagram of your service design efforts. The primary components of a service blueprint are Customer Actions, Frontstage Actions, Backstage Actions, and Support Processes.

  What are the 4 types of services?

  Direct, Indirect, Advocacy and Research

  • Direct Service is service that direct affects the persons, animals or parks we want to impact.
  • Indirect Service might take the form of fundraising or collections.
  • Advocacy is when you speak up for or against an issue or solution.

  What are 4 types of processing?

  This lesson introduces students to four common types of processing: if/then (conditionals), finding a match (searching), counting, and comparing. Students are first introduced to the types of processing through several sample apps.

  Which is a list of components of a service blue print?

  There are five components of a typical service blueprint (see Figure 1):30 • customer actions, • onstage/visible contact employee actions, backstage/invisible contact employee actions, · support processes, and • physical evidence.