Service blueprints became popular over the last few years as service designing has grown as a profession. They are useful in service designing and sometimes operational management uses them to measure the efficiency of work within an organization.
Service blueprints are an elongated version of a customer journey map. A customer journey map shows all the interactions a customer will have with a company throughout its customer lifecycle. Service blueprint goes deeper and takes a look at all the physical and digital interactions. Those interactions support customer interactions and add a little more detail to the mix.
Also, Read | What Is a Design System?
Service blueprints fulfil a variety of uses but mostly they are used for:
Broadening or narrowing the audience for a service requires careful consideration. A blueprint can guide the way for this, and with UX UI consulting services, it’s possible to achieve this.
You might also be interested in – A detailed study on Information Architecture
The blueprint is in general represented in a diagram based on swimlanes with each lane assigned to a specific category. The interactions are linked between lanes using arrows to represent the flow of work.
The five main swim lanes in a service blueprint are as follows:
Split up any of these lanes if they are getting too complicated. For example, split digital and physical interactions into different lanes for clarity.
User research consultants can also assist in these planning and splitting processes.
Structuring your blueprint involves following a simple process:
We use single-headed arrows to indicate the source of control moving to the next dependency. Double-headed arrows indicate that agreements must reach between workers prior to the process moving forward.
Make notes in a likeable way on your diagrams as they are, after all, your diagrams. It would assist in building a legend and key for clarity and ease of communication.
The line between product and service has become almost blurred. So, the only sensible thing for a UX designer is to learn how to deliver and use service blueprints in their work.
Oodles Studio combines the experiential knowledge of researchers from diverse fields with their UX research services. They work with the latest analytical tools and technologies to extract meaningful user insights.