Systems and technology required to move the customer to the next step.Tasks employees need to complete behind the scenes.What happens behind the scenes? Consider: Here’s a tip that will save you time: When mapping your front stage actions, use existing resources - like your customer journey map or Net Promoter Score (NPS) feedback - as points of reference for your blueprint. It’s helpful to track these interactions, and we can do so with a line of interaction, a literal line drawn on our service blueprint that helps us track where these interactions occur. An account manager reaching out after a sale to follow up with a customer.A sales associate manually processing a customer payment.Customer support providing direct customer service to the customer.Ordering directly from an app, like in our example aboveīut many customer and employee actions will have multiple points of interaction.Some customer actions are independent of employee actions. Employee Actions - those actions that employees take to directly engage the customer.Customer Actions - those actions the customer takes along their journey.We can think of Frontstage actions as having two components: This includes experiences like ordering on the app, like in our example. Map the Frontstage Actionsįrontstage actions are all about what the customer sees and interacts with along the journey. Image from Customer Experience: Service Blueprinting online course by Jeannie Walters and Linkedin Learning. There are several steps to building a service blueprint, and the best ones include nuance and an understanding of the entire end-to-end journey:įor the purposes of this article, let’s focus on the three key steps toward building and using a service blueprint. The groceries must be selected by a human shopper, who requires scheduling and other layers of communication and payment options.Īnd on and on it goes! How to build a Service Blueprint.The payment process requires layers of security and banking technology.The app requires backend technology and processes to ensure the information the customer submits is saved.But those groceries don’t show up magically, do they?Ī service blueprint considers the customer experience, then drills down to the “backstage” events. The customer sees this as a success!Ī customer journey map would show the experience your customer has or the experience you’d like to design. They might receive confirmation communications and updates on their delivery.They pay with a credit card and schedule a delivery date.They see their selections in their shopping cart.They make selections based on what they see is offered there, checking boxes.The customer visits the app on their mobile device.The service blueprint conveys what people, processes, systems, and communications are required to deliver on the best experience for your customer.Īs an example, consider how a customer orders groceries using an app. A service blueprint builds on that outside-in perspective and considers the inside-out requirements.A customer journey map is from the customer’s perspective, and focused on their actions, feelings, thoughts, and needs.This might sound like a customer journey map, but there are a few distinctions. Service blueprints are designed to map out the future experience for customers as well as the backend processes and systems to make the experience happen. What is a Service Blueprint? How Does it Differ From a Customer Journey Map? Experience leaders can use this same philosophy and approach with service blueprints. Most workplaces weren’t designed to consider a pandemic and customer experiences weren’t designed with hyper consciousness around health and safety from an invisible virus.Īrchitects rely on blueprints to understand structures and determine critical choices like where to bust down a wall. It’s no small task and it’s really a new experience for everyone. Organizations are planning for a phase of reopening including determining how customers can safely make purchases to how many employees can really come back to certain workplaces. How can leaders best prepare for the next normal? Service blueprinting may be the answer. Not a member? Try it free for a month here. My course on Customer Service Blueprinting is available FREE for Linkedin Learning Subscribers. The following article, Service Blueprinting and the Next Normal, originally appeared on.
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