Service Blueprinting

Use service design to create processes that are core to your digital experience and everything that supports it

Services rarely get the same attention as products. Even in the world of computer provided services, our resources (time, budget, man-power) are spent on customer-facing outputs, while overlooking the experience of the employees and/or service providers.

Services create intangible value through exchanges between people and either other people or props, where the “props” can be software, objects, collateral, or other carriers of a user experience. Service design is the design of those exchanges.

In this course, you’ll bridge the gap between customers and service providers through service blueprinting. Learn how to create an experience that is useful and desirable to the customer, while efficient and effective to the provider.

This course will teach you how to use service blueprinting to:

  • Broaden your understanding of your product or service
  • Align “frontstage” user needs with “backstage” employee experiences and/or processes
  • Create value for the customer that extends beyond the traditional touchpoints  
  • Link customer pain points to organizational shortcomings or redundancies
  • Identify opportunities for improvement
"One of the best courses I've had, and I've had a lot of good ones. It features everything you need to practice service blueprinting. I feel empowered to create change through blueprinting."

Maxime Delavergne
Cisco

Who Should Attend

Topics Covered

Format

UX Certification Credit

Participant Comments

Instructors


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