Service Blueprint
Map the entire service delivery process, including customer-facing touchpoints and behind-the-scenes operations.
Budget
mediumTimeline
mediumTeam Size
smallGoals
exploratory evaluation
Pros
- ✓ Visualizes end-to-end service delivery
- ✓ Connects customer experience to backend processes
- ✓ Identifies operational inefficiencies
- ✓ Facilitates cross-functional collaboration
Cons
- × Complex for large organizations
- × Requires input from multiple departments
- × Can be difficult to maintain as processes change
- × May reveal organizational challenges
Example Use Case
Mapping the entire hotel guest experience from booking to checkout, including both guest-facing touchpoints and behind-the-scenes operations.
Additional Use Cases
- • Service delivery optimization
- • Cross-channel experience mapping
- • Organizational alignment
- • Process improvement