How can I use a Service Blueprint for research synthesis?

Transcript

1. HOW CAN I USE A SERVICE BLUEPRINT FOR SYNTHESIS?
2. What is a service Blueprint? It gives you not just the end-to-end view of the experience, but also exposes the “behind-the-scenes” work that goes into creating and delivering that experience Helps you see the experience a customer has with your service from a holistic viewpoint Exposes the behind the scenes Holistic viewpoint.
3. long enough to cover the essence Short enough to engage make the blueprint “just right”!
4. Grid CX on top, touchpoints below
5. Flow Mother of blueprints CX on top, flow below
6. Kanban CX on top, cards for details below
7. Service Blueprint mistakes: Creating too complex Service Blueprints Creating just one Service Blueprint. Stopping at the Blueprint. 1 2 3
8. Tip: Create a “light” version—remove unnecessary details and compare it with the original. Share the simplified version for clarity and impact A Service Blueprint should be a concise summary, not an exhaustive manual. Creating too complex Service Blueprints
9. Tip: Design at least three distinct versions to present multiple perspectives and foster collaboration. A single blueprint limits exploration. Creating just one Service Blueprint.
10. Tip: Use it to identify changes, implement new experiences, and evolve the service based on insights A blueprint is a diagnostic or prototype, not the destination. Stopping at the Blueprint.
11. When Blueprinting work When you need a holistic approach to uncover the root problems “wicked” problems Experiences that are cross channel
12. Map out the current state Use research data to map the customer journeys To identify all high impact scenarios in the space identify supporting tools or systems customer journeys front and backstage supporting tools
13. Cluster Insights Look for patterns across customer actions and service layers. Synthesize insights by grouping related pain points, inefficiencies, or system constraints. Understand how elements influence one another (e.g., a backstage bottleneck affecting frontstage actions) Patterns Synthesize insights Elements influence one another
14. Identify Independencies front and backstage activities teams or departments manual and automated processes uncover relationships look for missalignments
15. Define Opportunities identify bottlenecks or inefficiencies high effort low impact opportunities for improvement or immovation Use it to
16. Service Blueprint Resources smaply.com https://www.custellence.com/ https://www.theydo.com/ also Notion,Trello, Miro, Mural https://store.swissinnovation. academy/service-blueprint