Service blueprints are diagrams that visualize organizational processes in order to optimize how a business delivers a user experience. They are the primary tool used in service design.
Similar to journey mapping, service blueprinting should be the result of a collaborative process informed by well-defined goals and built on research. Successful service blueprints drive alignment and organizational action.
Effective service blueprinting follows five key high-level steps:
Find support: Build a core crossdisciplinary team and establish stakeholder support.
Define the goal: Define the scope and align on the goal of the blueprinting initiative.
Gather research: Gather research from customers, employees, and stakeholders using a variety of methods.
Use a slider only when the precise value won’t matter to the user, but rather only the approximate range. Make sure that the users can select that range correctly without having to struggle too much to hit a precise value. In addition, any slider labels must be displayed above or beside the
UnitedHealthcare’s mobile app provides a feature called Build a Better Me. At first glance, it’s unclear what this feature does. Upon inspection, it appears to be a health-and-fitness tracker — something that most people would not expect to do here unless there are strong customer benefits
In the examples below (Pinkberry and Nordstrom), the Sign In and Place Order buttons need to be pressed after the user has filled in the form. Placing these buttons at the top of the screen is against the natural flow of filling in the form: once done with all the fields of the form, users find
How Blockchain Can Solve Major Problems for Gig Economy Freelancers
The modern workplace includes a ridiculous number of freelancers and third-party service providers. Despite this prevalence, a survey by the Freelancers Union shows that 50 percent of freelancers have trouble getting paid for their work. Delayed payments are the main issue, though one-third of
Businesses Broke Ground on Blockchain. What Can Civic Groups Learn?
With a proven track record of driving social actions for its brand partners, Sweet, a social marketplace and loyalty platform that currently uses internally driven blockchain technology to reward users with a digital token called “Sugar,” may be the solution. Earlier this month, Sweet announced
When Will You Be Able to Use Cryptocurrency to Buy a Pack of Gum?
On the flip side, Nano’s differentiator is its ability to process transactions instantaneously with no real capacity limits per second. But “instant” applies to everything. That means that even if you’re buying a house, the payment will go through instantly. In contrast, Ethereum focuses on
Empathy Mapping: The First Step in Design Thinking
Some of these quadrants may seem ambiguous or overlapping — for example, it may be difficult to distinguish between Thinks and Feels. Do not focus too much on being precise: if an item may fit into multiple quadrants, just pick one. The 4 quadrants exist only to push our knowledge about users and
moments 5 steps to service blueprinting blueprint
Branding an Intranet
This kind of cagey intranet name doesn’t come easily. If you want to try one, test it out with employees before implementing it. And think about whether the name can last for years to come. Getting people to call the intranet by a different name is difficult. They will still refer to the intranet
Browser and GUI Chrome
What do we mean when talking about the "chrome" in a user interface design? An attendee asked this question during a recent course on Visual Design for Mobile and Tablet. Whenever someone asks us a basic question, I assume that many more people want the answer as well — and thus, this article on
Wizards: Definition and Design Recommendations
The Microsoft page below also changes the information displayed on the screen as the user enters information — but, in this example, the fields stay the same, while inline error messages or explanations appear as the user progresses. Technically, this page is a form and not a wizard — the steps
Teenager’s UX: Designing for Teens
Help teens learn and stay focused by choosing your words wisely. Use words that teens understand. Write in short sentences and paragraphs. Format key points or steps of a process using bullet points. Teens generally have poorer reading and comprehension skills than adults. If your site targets a
Designing Effective Infographics
Statisticians and information designers have debated the details of scaling in charts for decades. One topic of particular contention is the starting point of the y-axis. Darrell Huff cautioned readers to beware of any chart that does not begin the y-axis with 0 in his 1954 book How to Lie with
Eartracking: A New UX-Research Method
Currently, only 4 computers in the world are fast enough to do eartracking: 2 in the U.S. and 2 in China. Luckily, this distribution allowed us to continue our tradition of testing with both American and Chinese users. After all, we’ve previously found that Chinese users and Western users differ
useful 5 steps to service blueprinting sheets
Portfolios for UX Researchers: Top 10 Recommendations
Research professionals are often required to sign a nondisclosure agreement (NDA) before beginning a project. Compiling a portfolio is difficult when you are legally forbidden from sharing past work. However, sometimes it is possible to “sanitize” research documents to the extent that nobody
Optimizing for Context in the Omnichannel User Experience
A participant in one of our studies was considering purchasing a Nest Protect smoke-and-carbon-monoxide alarm. He visited the Nest website on his laptop to research the product and had this to say about his experience: “I was trying to research Nest’s voice interaction, and see all the ways the
StudioPress Theme Spotlight: Academy Pro Theme
Academy Pro will help you showcase your authority as an educator and content creator. For site owners who might not be as technically inclined, Academy Pro is a great option to easily customize your website. Even if you are curious about enabling a certain feature of creation, as a StudioPress
Genesis Framework and StudioPress Themes Now Available for WP Engine Customers .
WordPress is capable of powering strong eCommerce sites. You can run your entire business with the help of the Outfitter Pro Theme. This theme puts the focus directly on your products. With a brief description of your company at the top, the rest of the page is dedicated to showcasing what you’re
A First Look at WordCamp US .
People of all skill levels are welcome to join in contribution to WCUS 2018 Contributor Day. The event will be held Sunday, December 9th at the Music City Center in Exhibit Hall B. Teams include Accessibility, Community, Core. Design, Documentation, Gutenberg, Hosting, Marketing, Meta, Mobile
The Open Data Initiative’s Benefits Go Far Beyond Improved Customer Intelligence
This past September, Microsoft, SAP, and Adobe announced they’re taking on that unglamorous challenge with their Open Data Initiative. In what’s widely seen as a challenge to Salesforce’s dominance of the customer relationship management market, the three tech giants are partnering on a
Is Your Chief Security Officer Prepared for M&A?
So what happens when a company decides to acquire another company? Most acquisitions are based upon the purchase of IP or functionality that our organization deems important, or are propelled by client lists, sales, and economics. During that process (often driven by financial leadership), we must
A 60-Second Trailer of the 60-Day Report on Cybersecurity
She explained that the original design of the Internet was driven more by considerations of interoperability rather than security, and as a result we are now faced with almost insurmountable issues. Some examples include online criminals who steal our information, mass bandits who have the ability
How Technology and Training Fueled One Ad-Based Company’s Growth
Gain it he did: “Because we believe in teaching from example, I was running ad campaigns and analytics for the Golden State Warriors, MGM, Ashley Furniture, Social Media Examiner, and other big companies — then documenting the process step by step,” Young explains. “I remember one
the 5 steps to service blueprinting they
Steps to Building a Successful and Scalable Sales Process
Overcome that problem and reduce the risk by setting solid, objective sales goals for the next several months and years. Solid objectives give you a target at which you can aim, and you won’t have trouble deciding if you are still on the correct path. Having a realistic plan is one of the top
Yes, Entrepreneurs Can Thrive in Corporate Environments
Government-funded or private research facilities at universities or research institutes can provide some of the elements needed. Large companies are also well-suited to create a cross-functional, collaborative, win-together environment. Demonstrated support has been shown by innovation incubators
5 Steps to Service Blueprinting | Flat Design: Its Origins, Its Problems, and Why Flat 2.0 Is Better for Users
Flat Design: Its Origins, Its Problems, and Why Flat 2.0 Is Better for Users
For years, users had been exposed to traditional signifiers of clickability, such as blue, underlined links and 3D effects on buttons. As design trends shift and users are exposed to new patterns, the average user’s ability to intuitively identify linked elements has evolved. But just because
Iterative Design and Testing of Icon Usability
The second row shows our next round of attempts where a person was used to represent the developers. As you can see, we couldn't restrain ourselves from having a propellerhead despite the fact that we had rejected this aspect from the first iteration of the home page. The first developer icon was
Users Interleave Sites and Genres
In our example case, the user also integrated offline information sources. For example, none of the sites helped her figure out how many lumens were needed to show presentations to her target audience size. Luckily, our user was an experienced projector-buyer and owned a reference book with this