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.
Roadmap Mountain
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Presentation Template
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Service Blueprint by Daily Creations
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Research & Design
Enhance your service design with the Service Blueprint template. This tool maps out the customer journey and backstage processes, helping you visualize and improve service delivery. It's perfect for aligning teams, identifying inefficiencies, and ensuring a seamless customer experience. Use this template to create a detailed roadmap of your service processes, fostering collaboration and strategic improvements in service design.
Service Experience Observation Sheet
Works best for:
Research & Design
The Expanded Service Blueprint provides a detailed view of your service processes and interactions. This template is ideal for comprehensive service analysis and improvement. Use it to align teams, visualize the customer journey, and identify opportunities for optimization. It's perfect for enhancing service delivery, fostering collaboration, and ensuring a seamless and efficient service experience for your customers.
Job Map Template
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Design, Desk Research, Mapping
Want to truly understand your consumers’ mindset? Take a look at things from their perspective — by identifying the “jobs” they need to accomplish and exploring what would make them “hire” or “fire” a product or service like yours. Ideal for UX researchers, job mapping is a staged process that gives you that POV by breaking the “jobs” down step by step, so you can ultimately offer something unique, useful, and different from your competitors. This template makes it easy to create a detailed, comprehensive job map.
Salesforce Implementation Plan
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Roadmap, Planning, Mapping
The Salesforce Implementation Plan template offers a structured framework for planning and executing Salesforce deployment projects. By outlining key milestones, tasks, and dependencies, teams can ensure a smooth transition to the Salesforce platform. This template facilitates collaboration between IT and business teams, ensuring that implementation efforts are aligned with strategic objectives and deliver value to stakeholders.