Service Blueprinting Workshop
The focus of the board is to help your team build service blueprints together at varied depths of detail.
What is a blueprint?
A blueprint is an operational tool that visualizes the components of a service in enough detail to analyze, implement, and improve it. Blueprints show the orchestration of people, touchpoints, processes, and technology both frontstage (what customers see) and backstage (what is behind the scenes).
We have built this template to help remote and dispersed teams build a picture of their current state or to be services. At Xero we have used this series of templates for over 180 hours of workshops in many countries with over 100 people participating - so we think it works well!
Included in this board are ice breaker activities, a context canvas, an empathy map, action plans (a concept we created to capture the service transitions needed to change from current state, to to-be state) and a workshop feedback matrix. We’ve included two bespoke service blueprint templates, one simplified and one more detailed so pick the template that best works for you!
Key reasons to use a blueprint
Visual and transparent - Visualising services through blueprints helps us to understand all the moving parts —their interconnections, dependencies and relationships to products. Visually communicating this knowledge to collaborators and stakeholders takes what was an abstract concept and make it tangible and easier for you to tell that story
Aligning end to end working cross-functionally - blueprints provide a common understanding of how your services are functioning. This is particularly valuable when teams, working groups (locally and globally) come together to deliver on a service vision. Blueprints help ensure that, once built the pieces of experience correctly fit together as intended.
Identifying opportunities - by having visibility of the people, processes and technology, it's very easy to identify what’s working well and what’s not. Blueprints can easily enable us to map how internal processes and procedures are causing pain to the customer and internally. By having this view, blueprints create a single roadmap across go-to-market streams to operate in experiences, not silos or departments.
Prototyping - Service blueprinting is a great process for quickly prototyping service delivery in low fidelity. Service blueprints can be used as canvases to capture insights and explore business feasibility and operational viability for different solutions. Blueprints can also be used as scripts to facilitate and visualise the customer flow and architecture of the service experience.
Level of zoom: helicopter to microscope
The blueprints are designed to be read at different levels of zoom– from a macro level, ‘helicopter’ view to a microscopic, detailed, view.
The helicopter view is enough information to outline the audience group, episode and steps they need to take to complete actions.The most-detailed, microscopic, view is at a touchpoint level. At this stage you can see specifically how a customer interacts with your product or service, the teams or people involved with that interaction and where it sits among the wider objective that the customer is trying to achieve.
The blueprints are living documents in Miro, they are digital in order to remain accurate. It's your responsibility to keep them this way so that they remain useful to us now and into the future.
This template was created by Xero.
Get started with this template right now.
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.
Empathy Mapping for Impact
Works best for:
Market Research, Research & Design
Empathy Mapping For Impact template is designed to help you capture and understand user experiences deeply. By focusing on what users think, feel, and do, you can create impactful and meaningful products. Perfect for UX designers and researchers.
Service Blueprint Canvas
Works best for:
Research & Design
The IASA Service Blueprint Canvas helps visualize service interactions and processes in detail. This template is perfect for analyzing and improving service delivery. Use it to align teams, identify pain points, and enhance customer experiences. It's ideal for creating a shared understanding of service dynamics and fostering collaboration among stakeholders, ensuring a seamless and efficient service delivery process.
Data Flow Diagram Template
Works best for:
Flowcharts, Software Development, Diagrams
Any process can get pretty complex, especially when it has multiple components. Get a better grasp of your process through a data flow diagram (DFD). DFDs create a simple visual representation of all components in the flow of data and requirements in an entire system. They’re most often used by growth teams, data analysts, and product teams, and they’re created with one of three levels of complexity—0, 1, or 2. This template will help you easily build the best DFD for your process.
Executive Summary Template
Works best for:
Leadership, Project Management, Documentation
Pique their curiosity. Get them excited. Inspire them to keep reading, diving further into your proposal details. That’s what a good executive summary has the power to do—and why it’s a crucial opening statement for business plans, project plans, investment proposals, and more. Use this template to create an executive summary that starts building belief, by answering high-level questions that include: What is your project? What are the goals? How will you bring your skills and resources to the project? And who can expect to benefit?
Co-design Storyboard
Works best for:
Storyboard, Planning, Design
Foster collaboration and innovation with the Co-design Storyboard template. Ideal for co-design workshops and team brainstorming sessions, this template allows multiple contributors to visualize and refine ideas together. It includes sections for user scenarios, design sketches, and feedback loops, promoting active participation and diverse input. Use this template to enhance team creativity, streamline design processes, and ensure that all voices are heard and integrated