Copyright terms and licence: CC BY-NC-SA 2.0 Service blueprints enable great service and as Kate Zabrieskie, the world leading customer service trainer says “Although your customers won’t love you if you give bad service, your competitors will.”Īuthor/Copyright holder: erik roscam abbing.
The blueprint is usually represented in a diagram based on swim lanes (each lane being assigned to a specific category) with interactions linked between lanes (using arrows to represent the flow of work).
A customer journey map specifies all the interactions that a customer will have with an organization throughout their customer lifecycle – the service blueprint goes a bit deeper and looks at all the interactions both physical and digital that support those customer interactions and adds a little more detail to the mix. What Is a Service Blueprint?Ī service blueprint is, in essence, an extension of a customer journey map. In addition to being useful in service design they are often used by operational management to gauge the efficiency of work within an organization. They’ve become popularized over the last few years as service design has grown as a profession. Service blueprints were first described by Lynn Shostack, a banking executive, back in 1982 in the Harvard Business Review.
