Service Blueprint by Liz Possee Corthell
Welcome to my Service Blueprint Template, designed to help you visualize and optimize the entire service process.
This template is an essential tool for service designers, managers, and teams aiming to enhance customer experience and streamline service delivery.
In this template you'll find areas to map your team's:
Persona: Who is going on this particular journey and using this service at this time? This section will allow you to consider your user, and key factors that put them on their journey with your service.
User journey: Track every step your customers take, from initial contact through to the completion of the service. This section helps you understand the customer journey from their perspective.
User feelings and actions: Track what your users are thinking and feeling through their journey. This section should ideally be filled in with verbatims from your user research so that you can visualize real findings alongside your journey.
Interactions: Detail the interactions and activities that occur directly between service staff and customers. This includes face-to-face communications, phone calls, digital interactions, and more.
Challenges and Opportunities: Map user's frustrations, challenges, or pain points while interacting with your service, and the opportunities to improve these pain points.
Backend Systems: Outline the internal processes and actions that support the user's journey but are invisible to customers.
Support Processes: Identify the systems and processes that underpin both user's journey, and the backend systems to ensure smooth service delivery.
Benefits:
Enhanced Clarity: Visualize the relationships and dependencies across different components of the service process.
Improved Efficiency: Identify redundancies and gaps in the service process, allowing for more streamlined operations.
Better User Experience: Understand and improve the user's journey by refining interactions and eliminating pain points.
Usage:
This template is versatile and can be adapted to a wide range of services, from retail and hospitality to healthcare and education. Simply fill in each section with details specific to your service to create a comprehensive overview of your service delivery process. To start, you'll find the first two columns filled out mapping Kayla's journey to set up an appointment with her new primary care physician, to show you how to use each of the rows.
This template was created by Liz Possee Corthell.
Get started with this template right now.
Product Ownership Evolution Model (POEM)
Works best for:
Product Management, Planning
The Product Ownership Evolution Model (POEM) template guides product teams through the evolution of product ownership roles and responsibilities. By illustrating the transition from individual ownership to shared ownership, this template fosters collaboration and accountability. With sections for defining roles, establishing workflows, and setting expectations, it facilitates smooth transitions and enhances team effectiveness. This template serves as a roadmap for optimizing product ownership practices and driving continuous improvement.
UML Sequence Rental Booking System Template
Works best for:
UML
The UML Sequence Rental Booking System Template streamlines the process of documenting and visualizing the interactions within a car rental booking system. This template maps out the communication flow between the customer, user interface, payment service, and vehicle allocation system, ensuring a smooth and efficient workflow. By providing a clear visual representation of these interactions, the template helps in improving understanding among team members and stakeholders, promoting efficient design and collaboration.
Timeline Workflow by Reza Zolf
Works best for:
Planning, Strategy
The Timeline Workflow template helps streamline your project workflows. It’s perfect for visualizing processes, identifying bottlenecks, and optimizing tasks. This template enhances team collaboration and ensures smooth project execution.
Community Building: A 5 Step Roadmap
Works best for:
Roadmap, Planning, Mapping
Use this five step process for building a community development roadmap.
Inspired: Creating Products Customers Love
Works best for:
Product Management, Planning
Inspired: Creating Products Customers Love template guides product managers in developing innovative and customer-centric products. By emphasizing empathy, ideation, and validation, this template fosters a deep understanding of customer needs and preferences. With sections for brainstorming ideas, defining features, and validating concepts, it facilitates the creation of compelling products that resonate with target audiences. This template serves as a roadmap for delivering exceptional customer experiences and driving product success.
Flowchart Template
Works best for:
Flowcharts, Mapping, Diagrams
Trying to explain a process or workflow to your team — or just wrap your head around it yourself? Sometimes the best way is to see it, and that’s when you create a flowchart. Using common shapes (generally just ovals, rectangles, diamonds, and arrows), a flowchart shows you the direction a process or workflow goes and the order of steps. Beyond giving you a clear understanding, you’ll also be able to see potential flaws and bottlenecks, which helps you refine and improve your process and create a better product more efficiently.