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.
Niching Down: Online Course Persona Empathy Map
Works best for:
Market Research, Research & Design
Niching Down Online Course Persona Empathy Map helps you tailor online courses to specific personas. By understanding their needs and motivations, you can design more effective and engaging course content. Perfect for course developers and educators.
5 Whys Template
Works best for:
Design Thinking, Operations, Mapping
Ready to get to the root of the problem? There’s no simpler way to do it than the 5 Whys technique. You’ll start with a simple question: Why did the problem happen? Then you’ll keep asking, up to four more times, until the answer becomes clear and you can work toward a solution. And Miro’s features enhance the approach: You can ask team members questions in chat or @mention them in comments, and use color-coded sticky notes to call out issues that are central to the problem at hand.
Pass the Paper
Collaborative brainstorming is an excellent method to facilitate a group of individuals in generating a diverse range of innovative concepts related to a specific problem. By encouraging participants to build upon each other's ideas, the process allows for rapid evolution and unexpected transformations. This collaborative approach, known as Round Robin, emphasizes collective authorship, with each person contributing their unique perspective. The ultimate outcome is a collection of ideas that surpasses the imagination of any individual.
Service Blueprint by Slalom Philadelphia
Works best for:
Research & Design
The Service Blueprint by Slalom Philadelphia helps you map out service interactions and backstage processes. It's perfect for identifying service gaps and optimizing workflows. Use this template to align teams, improve customer experiences, and ensure seamless service delivery. It's ideal for fostering collaboration and strategic planning, making it a valuable tool for service design and improvement initiatives.
Fiction Storyboard
Works best for:
Storyboard, Planning, Design
Unleash your creativity with the Fiction Storyboard template. Perfect for writers and storytellers, this template helps you map out your fictional narratives, including plot points, character arcs, and scene transitions. It provides a structured framework to visualize your story's progression and ensure consistency. Use it to organize your ideas, explore different storylines, and create a compelling narrative that captivates your audience from start to finish.
Experience Mapping Template
Works best for:
Desk Research, Mapping
Plan your product according to your customer’s needs and desires with the Experience Map Template. Bring a customer-centric approach to product development and branding.