From the course: UX Deep Dive: Mapping
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What is a service blueprint?
- Another common map is known as a service blueprint, which is really just the counterpart of a customer journey, documenting internal processes and employee actions that support that journey. Service blueprints describe the complicated processes and players involved with providing all the components of a service. Both those that are visible to the end users and the backend actions. Let's think of the example of a hotel. There are many moving parts that go into providing a unified service. At a minimum, there will be a system for creating and keeping track of reservations, staff that needs to help guests check-in and out, staff that needs to clean and service rooms, a system that keeps track of additional costs incurred during the stay, and various touchpoints for employees, hotel guests, and the systems to interact. The process for building a service blueprint is much the same as that for journey maps. You'll need to…
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