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Creating, managing, and improving services are challenging tasks.
But how do you create one?
It is easy to read the article until the end and try the tips and techniques suggested throughout.
It works like an SOP for the service industry.
You must already be using acustomer journey map.
It visually shows you all the customer-business interactions in a clients lifecycle.
A service blueprinting project breaks down the product or service delivery into some logical components.
Then, connect the dots between these logical components using lines and arrows.
The process also divides each layer into swimming lanes or dashed lanes.
What Does It Map Out?
Companies use this flowchart to train their internal workforce.
Such a visual design ensures that the front and back end work collaboratively and follow appropriate quality guidelines.
Once located, you’ve got the option to manipulate the step and resolve customers pain points.
However, the manager of the customer service team reports that the reps are following up regularly.
Then, where is the issue?
you’ve got the option to review existing service blueprints to explore potential new services.
For instance, customers complain on social media about missing the extended warranty option.
It only promotes this option to a customer who has previously bought a product.
you might simply upgrade the buying process and offer extended warranty upfront.
Further, check out the essential components of the service blueprint diagram.
This swim lane is mainly the customer journey map.
It should outline all the steps a customer must take before receiving your services.
Your business clients and consumers see these actions.
For example, a traveler buying a bus ticket from a physical counter is an onstage or front-line contact.
Another example could be human-to-machine interaction in ATMs, vending machines, etc.
Consumers do not see these interactions and tasks.
For example, money counted inside an ATM and packaging of online orders at fulfillment centers is backstage actions.
These are the workforce and interactions that stay hidden always.
However, these actions and the workforce are important for the businesss survival.
Key Lines
In a service process, a customer may not see all the actions.
The Line of Visibility shows you the actions visible to the clients and those that are not visible.
You must place visible actions above the Line of Visibility.
On the other hand, all the invisible tasks will stay below the Line of Visibility.
This line mainly segregates the employees who get in direct contact with the customers and those who do not.
You may use dashed lines between two swim lanes to denote this line.
It is the front-line touchpoint where the consumer interacts with business reps directly.
Single-headed arrows mean simple movement of the process from one step to the other.
Contrarily, double-headed arrows mean both steps must agree with each other before the process progression.
Now, lets check out the use cases of the service blueprint concept.
Use Cases
G. Lynn Shostack used this example to propose the early theory of service blueprinting.
It is also the cleanest and easiest format of service flowchart for Corner Shoeshine businesses.
It only contains two sections.
Other blueprint components are Customer Actions, Onstage Contact Actions, Backstage Contact Actions, and Support processes.
The flowchart shows some dependencies or relations between actions using arrows and lines.
The template is available via free and paid subscriptions to Miro.
MURAL
Want to offer the best in class services to your customers or business clients?
Want to find the service issues before it damages your business revenue?
And most importantly, want to do all of that via team collaboration?
The template is suitable for any big or small-scale commercial service planning.
Unlike other templates, it does not spoon-feed you the content.
Whiteboards.io
ThisWhiteboards.iotemplate of service blueprint covers a customer journey to buying products from an eCommerce website.
Now, other behind the scene and frontline customer touchpoints have been covered by this flowchart.
you might also use it for brick-and-mortar stores.
You just need to customize the service blueprint components with the appropriate content.
The diagram is shareable and editable from a trial account.
But you could enjoy professional benefits if you get a paid plan.
Lucidspark
ThisLucidchartservice blueprint format is a blank template suitable for most service-facing businesses.
The second one provides more guidance on how to customize the template on Lucidspark.
The report also says that the above figure is 76.89% of the US GDP in 2022.
However, you must always review your businesss service offerings using the latest operations management tools.
Else, the business might take a downward trend.
Next, you’re able to check out the best website annotation tools.
