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Service blueprint12/31/2023 Mature delivery teams know the value of a user-centered approach. There are three essential actions needed for effective service blueprints. Similarly, a service blueprint uses terms familiar to the theater world like roles (e.g., the customer) and front and back-stage activity (e.g., the interface/the internal processes). The productionĪ great digital experience is similar to creating a well-rehearsed stage production. Each aspect of the experience individually in dedicated lanes and aligning each activity over time clearly showing what is happening at every moment, and who is driving progress forward. It is a series of moments lined up over time, with lines connecting the moments to track who owns each part of the process being successful. Service blueprints are oriented around a customer’s experience across each touchpoint they have with the product. This brings together the business operations and customer touchpoints into a holistic view of the system supporting it. Rather than segmenting responsibilities by functional group or working team, a service blueprint orients to the customer’s experience with the product. It accounts for user roles, internal business rules, and actions taken by the people and technology involved. Just as an architecture diagram creates alignment for approaches to building, a service blueprint provides insight into shared responsibilities, the flow of information, and the dependencies of the system. One service design method that has the power to bring many factors to the forefront is the service blueprint.
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