A service design workshop focuses on understanding and improving the business processes, people interactions, and resources that affect an employee's and customer's experience with a company or service. A service blueprint is the visualization of the workshop details and helps to identify areas of weakness and opportunities for improvement in the current experience. Service design delves into areas such as customer phases and their journey, their direct (front-stage) interactions with the business, the back-stage actions and activities responding directly to the customers, and the supporting processes behind the scenes.
Example
This example includes a few pictures from a Service Blueprint Workshop I planned and facilitated with key stakeholders for a Two Rivers Marketing web application. During the workshop, we discussed the applicable personas to focus on, what their front-stage interactions and activities look like, what employee processes look like to directly support those interactions, and what the new web application should support. We also discussed problems/pain points, opportunities, and contextual information.
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Example
Service Design Workshop
A service blueprint workshop can last from a single half-day to multiple days, depending upon the size of the project and initial scope.
Discovery and Pre-Work Session
Service Design Workshop
Service Blueprint (Digital Output)
