Service Blueprint by Hyperact
A service blueprint is a diagram that shows the sequence of interactions between customers and service providers, as well as the underlying processes and resources that support those interactions.
A service blueprint is a diagram that shows the sequence of interactions between customers and service providers, as well as the underlying processes and resources that support those interactions.
They can be applied to two use cases:
Documenting how something works today,
Defining how you want something to work in the future
They are equally useful to documenting services as they are to products and platforms, so don’t be fooled by the name.
The following template is a simple, opinionated variation of a traditional service blueprint template.
What it helps you achieve
Service blueprints, and the process of creating them, are great for:
👀 Visualising how existing products, services, platforms, and process work
🤝 Strengthening relationships and creating a shared understanding between stakeholders
💊 Identifying improvements
🌄 Describing a vision for a future version of a product or service
🧀 Identifying steps that will move you towards your vision
👍 Getting stakeholder buy-in
Who would benefit from it most
Service blueprints are most useful to UX/UI designers, service designers, and product managers. But really, it’s a simple enough technique, and anyone who wants to drive improvements to their services, products, and platforms can use it.
How to use it
Arrange a workshop with key stakeholders of the product, service, platform, or process you’re either looking to document or define.
Begin by horizontally plotting out everyone’s understanding of the user’s or customer’s journey, end-to-end, as a set of sequential steps.
Move down to the employee actions, followed by the back-stage actions, and finally, the system or third-party actions.
Identify which parts need more research and understanding, and conduct research and analysis to help you refine the service blueprint.
Once you’re confident in your service blueprint, you can then start analyzing it, layering on additional data and insights, sharing it, and using it as the foundation on which to create a to-be version and, ultimately, create new value for your users.
This template was created by Hyperact.
Get started with this template right now.
User Story Map Template
Works best for:
Marketing, Desk Research, Mapping
Popularized by Jeff Patton in 2005, the user story mapping technique is an agile way to manage product backlogs. Whether you’re working alone or with a product team, you can leverage user story mapping to plan product releases. User story maps help teams stay focused on the business value and release features that customers care about. The framework helps to get a shared understanding for the cross-functional team of what needs to be done to satisfy customers' needs.
AHA! Moment Flowchart
Works best for:
Mapping, Flowcharts
The AHA! Moment Flowchart template offers a visual tool for mapping out the journey of users or customers and identifying key moments of realization or insight (AHA moments). It provides a structured framework for documenting user interactions, emotions, and pain points throughout their journey. This template enables teams to understand user experiences, identify opportunities for improvement, and enhance product or service offerings. By promoting empathy and customer-centric design, the AHA! Moment Flowchart empowers organizations to create meaningful and impactful user experiences effectively.
Communications Plan Template
Works best for:
Marketing, Project Management, Project Planning
You saw the opportunity. You developed the product. Now comes an important step: Find your audience and speak to them in a way that’s clear, memorable, and inspiring. You need a communications plan—a strategy for controlling your narrative at every stage of your business—and this template will help you create a good one. No need to build a new strategy every time you have something to communicate. Here, you can simplify the process, streamline your messaging, and empower you to communicate in ways that grow with your business.
Cynefin Framework Template
Works best for:
Leadership, Decision Making, Prioritization
Companies face a range of complex problems. At times, these problems leave the decision makers unsure where to even begin or what questions to ask. The Cynefin Framework, developed by Dave Snowden at IBM in 1999, can help you navigate those problems and find the appropriate response. Many organizations use this powerful, flexible framework to aid them during product development, marketing plans, and organizational strategy, or when faced with a crisis. This template is also ideal for training new hires on how to react to such an event.
Prioritized Product Roadmap
Works best for:
Roadmap, Mapping, Planning
The Prioritized Product Roadmap template enables teams to focus on delivering the most valuable features to customers. By prioritizing initiatives based on impact and effort, teams can maximize the return on investment and drive business value. This template fosters collaboration and alignment, ensuring that development efforts are aligned with strategic objectives and customer needs.
A3 Report Template
Works best for:
Product, Strategy and Planning
The A3 report template is a carefully designed tool that provides teams with a structured and visual methodology to tackle challenges. It divides the problem-solving process into background, current context, data analysis, and implementation plans, ensuring a comprehensive approach to each issue. One of the major advantages of this template is its "Data Analysis" section, which enables teams to delve deeply into concrete insights and trends. This data-driven approach ensures that all recommendations and actions are based on real, tangible evidence rather than just intuition, leading to more effective and strategic decision-making.