Service Blueprinting

Service blueprints are diagrams that visualise organisational processes in order to optimise how a business delivers a user experience:

  • Through workshops, interviews and observation I gather and map the actual business and system processes and their customer contact points.
  • This is a wonderful way to make customers’ actual experiences transparent, and it is a vital step in the redesign of your processes.
  • The customer journey is shown in detail, with interactions with systems, written communications, front office and back office staff and processes.
  • Bottlenecks, loops, holes and duplication can easily be identified this way, and replaced with lean, smooth and/or automated processes for a better customer experience.
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