Expanded Service Blueprint
It uses Miro's table widget so that you can easily reorder columns and merge cells across columns (as the example shows).
This has standard swim lanes, but adds:
Touchpoints, Channels - where or how is the customer interacting with us?
Aspects of Larry Marine's Task Analysis approach, including what I'm calling his Task Detractors - 3 swim lanes for tools, knowledge, workarounds; questions, issues, blockers; manually intensive, error-prone, and cognitive load. Looking at these details surfaces way opportunities to improve the flow and experience.
Metrics - how did we measure this or what numbers/data did we see related to this step? For the future state, what will we measure and how (success criteria)?
Risks, Policies, Considerations - I believe companies don't document current/potential risk enough. This might include laws and regulations we should consider.
Opportunities, Recommendations - Early insights and suggestions, step by step.
When would I use this?
Service design and service blueprinting.
After qualitative CX or UX research such as observations studies, contextual inquiry, interviews, and IDIs.
In the workshop to finalize your current or future state service blueprint.
Because your customer journey map isn't telling enough of the story.
Why doesn't this show emotions, feelings, or quotes?
It's already rather tall!
You can add emojis to the Customer Actions line if you'd like to summarize or show how they are likely to feel during that step.
This isn't a CJM. The focus is more on experiences and the interplay with our Onstage and Backstage people, processes, props, and systems.
This template was created by Debbie Levitt.
Get started with this template right now.
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Agile
The Service Blueprinting Workshop template helps teams visualize and improve service processes. It includes ice breakers, context canvas, empathy maps, and action plans for service transitions. Use it to align teams, identify opportunities, and prototype service delivery from a macro to microscopic level, ensuring a comprehensive understanding of service orchestration and seamless collaboration. Ideal for remote and dispersed teams.
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Service Blueprint by Sahar Naderi
Works best for:
Research & Design
Designed with usability in mind, this template features an intuitive layout that makes it easy to map out your service process from start to finish.
Empathy Map by Pino de Francesco
Works best for:
Research & Design, Market Research
The Empathy Map template helps you understand your users' needs, behaviors, and experiences. By visualizing what users think, feel, see, hear, and do, you can gain deep insights into their motivations and pain points. This template is essential for creating user-centered designs and improving customer experiences.