Boost customer experience while enhancing internal efficiency

Transition to the elite 8% with service blueprints 

Imagine a company as a patient visiting a hospital. To treat the patient effectively, a doctor must first diagnose the underlying issue. This diagnostic process often involves various scans such as X-rays, MRIs and CT scans, each offering unique insights into the patient’s condition. 

Similarly, in a business context, a service blueprint acts as a comprehensive diagnostic tool, examining the complex interactions between legislation, customer, business operations and IT requirements. 

Just as different scans reveal different layers of the patient’s health, the service blueprint visualises the multiple layers of the organisation’s processes, interactions and touchpoints. It supports identifying inefficiencies, misalignments and areas requiring improvement by providing a holistic view of the customer journey, business processes and IT landscape. This methodology ensures that the root causes of issues are addressed rather than merely treating the symptoms. 

The service blueprint helps align different departments and stakeholders, similar to how multidisciplinary team meetings in healthcare provide a holistic 360-degree patient assessment. 

By establishing a common language and shared understanding, service blueprint bridges the gap between customer, business and IT, ensuring that all efforts are aligned towards enhancing the overall customer experience.

Is service blueprinting right for you?

Consider service blueprinting if:

• You manage services with both digital and physical touchpoints.
• You are implementing a new IT system or doing major upgrades.
• You face complex issues requiring comprehensive root-cause analysis, e.g. regulatory.
• Your customers report low satisfaction with your service.