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Designing Seamless and Delightful Experience. 

In a complex organisation, multi-layered processes that involve a lot of people, technologies, and domains together. We need to be able to visualise, showcase, and understand what improves user and employee satisfaction. 

The service customers and the service providers, what’s the ecosystem between them.

A service blueprint is a framework that displays the entire process of service delivery, by listing all the activities that happen at each stage (touchpoints), performed by the different roles involved. 

Service blueprint, was first introduced by Lynn Shostack, a banking executive in 1982 in the Harvard Business Review. 

How are we providing the right information at the right time?

How are we optimising services along the customer-journey?

This give the company a holistic understanding of its product and services, the resources they need, the process, and the interaction that makes the entire ecosystem connected – Strategic advantage for the business.

  1. Discover weaknesses – the root cause of a systemic issue
  2. Create opportunities – potential improvements and results.
  3. Align cross-function – give insights for entire ecosystem.

Key elements of the Service Design:

1. Customer Action

What customers do during the service experience. Step by step action the user have to take to accomplish a goal.

For example: Customer who wants to order food from restaurant / food delivery services have to, select menu, check the order, waiting to be served, etc.

2. Frontstage actions

What customers see and who they interact with. Actions that visible directly in view of the customer. 

For example: The one who serves the customers, taking notes, preserving orders and more.

3. Backstage actions

What’s occur behind the scene. All other actions, works, or responsibilities customers don’t see but that make the service possible.

For example: Those who are in the kitchen as chef, cook, food cutter, and many more that makes the frontstage possible.

4. Processes

Steps and interaction for delivering the services. Internal steps, and interactions that support the employees in delivering the service.

For example: The interaction between chef, waitress, and customers. Such as ordering, selecting, recommending, etc.

Whether it is a direct service or indirect experience, service design blueprint focusing on providing the best services at any given moment.

By providing the best service, and experience, customers will love you and competitors will imitate you. 

You can also add time, emotion, metrics into the customer journey, journey maps visualise the customer experience across every touchpoint with what they are doing, thinking, and feeling. 

And… service design blueprints take a look at the employee / service delivery that enables the customer journey at the forefront.

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