Service Blueprint by Apto Digital Innovation
This canvas is designed for services provided mainly by digital platforms.
Objective:
In 90 minutes, the team should be able to map the first iteration of the service blueprint by portraying the ideal customer experience and which operating activities are necessary to make every stage happen.
When to use the Service Blueprint?
Think of the Service Blueprint as an extension of the Customer Journey, that allows you visualize both the customer and the company activities, identifying the contact points where their activities relate by ensuring the creation of an optimal service.
Key Concepts:
Time: average client's duration in each stage.
Stage: period in which the development of a process is divided.
Section: customer experience, operation and technology.
User Contact Points: main actions where the customer has contact with the company.
Activities: customer's main activities, when acquiring or interacting with your product or service.
Emotional Thermometer: emotions felt in each stage.
Operation Line: where the company's activities begin.
Visibility Line: where the actions meet technology.
Description: description of how the department interacts with the customer and makes the stage possible.
Roles & Responsibilities: define the commissioned and describe their main activities.
Type of Contact: describe if it is either a digital or a face-to-face contact point.
Systems: point out where an integration takes place.
Format & Time
Filling this canvas can be either an individual or a collaborative activity. In case that it is designed mainly by one person, the objective is to fill out every concept as described below.In case it is filled collaboratively, the activity should unfold in a timed brainstorm dynamic in the following order:
Each member chooses a colored post-it stacks.
Define the different stages of the Customer Journey.
Fill out with post-its every section of a stage in a short period of time.
Discuss the ideas with your team and cluster similar ideas.
Remark the main conclusions at the end of the dynamic.
Note: In case you are filling this with a client be sure to guide the dynamic.
This template was created by Apto Digital Innovation.
Get started with this template right now.
Research Template
Works best for:
Education, Desk Research, Product Management
Teams often need to document findings from usability testing sessions and customer interviews into a systematic, flexible user research template. Collecting everyone’s observations into a centralized location makes it easier to share insights company-wide and suggest new features based on user needs. Research templates can be used to record quantitative or qualitative data.. When it’s your job to ask questions, take notes, learn more about your user, and test iteratively, a Research Template can help you validate your assumptions, find similarities across different users, and articulate their mental models, needs, and goals.
Empathy Map Canvas by Jack León
Works best for:
Research & Design, Market Research
Empathy Map Canvas is an essential tool for capturing user insights. By visualizing what users think, feel, and experience, you can create more effective and user-friendly designs. This template is perfect for teams focused on user-centered design.
Lotus Diagram Template
Works best for:
UX Design, Ideation, Diagrams
Even creative thinkers occasionally need help getting their creative juices flowing. That's where a lotus diagram comes in. It'll empower you to run smoother, more effective brainstorming sessions. This creative-thinking technique explores ideas by putting the main idea at the diagram center and ancillary concepts in the surrounding boxes. This template gives you an easy way to create Lotus Diagrams for brainstorms, as well as an infinite canvas for the endless ideas generated.
User Empathy Map
Works best for:
Market Research, Research & Design
User Empathy Map template helps you visualize user experiences and needs. It’s an essential tool for teams looking to design products that resonate with their users. Use this template to build empathy and improve user satisfaction.
Service Blueprint to the Metaverse
Works best for:
Research & Design
Explore the future of service design with the Service Blueprint to the Metaverse. This template helps you map out service experiences within virtual environments. Use it to visualize interactions, identify opportunities, and plan seamless service delivery in the metaverse. Ideal for teams looking to innovate and expand their services into virtual and augmented reality spaces, enhancing customer engagement and satisfaction.
Darts Template
Works best for:
Design
It is a common mistake to assume that all ideas, tasks, or features are equally important. However, in order to achieve the best results and focus on the most critical elements, it is necessary to determine what takes priority. This approach allows you to prioritize and concentrate on what requires immediate attention while postponing the remaining aspects for later. The Darts Template is designed to limit the amount of content that can be placed in the center, forcing your team to consider priorities before taking any action.