Understand the experience
Conversations and observation trace real tasks from beginning to end, including the people delivering the work and those relying on its results.
Service Design & Mapping
Make it easier for customers to get what they need and for your team to deliver it.
Talk about your goalsMake every handoff count.
A customer may have to repeat information, wait for an approval, or chase an update. Behind the scenes, staff often spend just as much time working around the same gaps.
The whole service is visible, from the people using it to the staff, systems, and suppliers behind it. Improvements address the source of delays and errors, with responsibilities clear across each handoff.
What changes in practice.
Find what causes the problem
A service blueprint connects each step to the people, systems, policies, and suppliers behind it. It makes delays and the wider effects of a change visible.
Test a better way to work
A focused trial puts proposed changes in the hands of the people who will use them. Evidence from that trial determines what is ready for wider adoption.
Ready to put to use.
- A shared service blueprint linking customer needs to staff, software, data, and suppliers
- A proposed process showing responsibilities and how work passes between teams
- A small-scale trial with measures for waiting time, errors, or completion
Making it work in your world.
Watch how customers and staff experience the service
Find the causes of delays and repeated work
Test a better process before expanding it
Explore a complex
service launch.
Explore a service launch across product, data, operations, and marketing. Inspect the decisions and see what changes when a dependency fails or requirements change.
Explore the workflowCommon questions
What is a service blueprint?
It is a map of what a customer experiences alongside the work needed to deliver it. For example, it can show why a customer is waiting and which internal approval or system causes the delay.
Do we need to map the whole business?
No. We can start with one important task, such as becoming a customer or getting a support issue resolved. We expand the work when it helps explain or fix the problem.
Talk about your goals.
Tell us what you want to achieve and what is getting in the way. That gives the conversation a useful starting point.