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.
Empathy Map by Pino de Francesco
Works best for:
Research & Design, Market Research
The Empathy Map template helps you understand your users' needs, behaviors, and experiences. By visualizing what users think, feel, see, hear, and do, you can gain deep insights into their motivations and pain points. This template is essential for creating user-centered designs and improving customer experiences.
Empathy Map Pro
Works best for:
Market Research, Research & Design
Empathy Map Pro helps you dive deeper into understanding your users. By exploring their thoughts, feelings, and experiences, you can create more effective solutions tailored to their needs. This advanced template is perfect for product development teams aiming to enhance user satisfaction and drive innovation.
Purple Sector Empathy Map
Works best for:
Market Research, Research & Design
Purple Sector Empathy Map is an innovative tool for exploring user experiences. By visualizing users' thoughts, feelings, and behaviors, you can create more engaging and user-friendly products. Ideal for teams focused on user experience.
Empathy Map Template
Works best for:
Market Research, User Experience, Mapping
Attracting new users, compelling them to try your product, and turning them into loyal customers—it all starts with understanding them. An empathy map is a tool that leads to that understanding, by giving you space to articulate everything you know about your customers, including their needs, expectations, and decision-making drivers. That way you’ll be able to challenge your assumptions and identify the gaps in your knowledge. Our template lets you easily create an empathy map divided into four key squares—what your customers Say, Think, Do, and Feel.
Stakeholder Empathy Map by IASA
Works best for:
Market Research, Research & Design
Stakeholder Empathy Map Template is designed to understand the perspectives of stakeholders. It helps you capture their needs, concerns, and motivations, ensuring your projects align with stakeholder expectations and foster better collaboration.
Social Media Strategy Planning
Works best for:
Roadmap, Planning, Mapping
The Social Media Strategy Planning template provides a structured approach for developing and implementing social media strategies. By defining objectives, target audiences, and content plans, teams can maximize the impact of their social media efforts. This template fosters collaboration and alignment across teams, ensuring that social media initiatives are integrated with broader marketing goals and contribute to overall business objectives.