Service Blueprint
Map the entire service delivery process, including customer-facing touchpoints and behind-the-scenes operations.
Research Classification
Research Type
Attitudinal Behavioral
Behavioral: Focuses on what people do: their actual behaviors and actions.
Data Type
Qualitative Quantitative
Qualitative: Collects non-numerical data like observations, interviews, and open-ended responses.
Requirements
Budget
mediumModerate investment needed
Timeline
medium2-4 weeks
Team Size
smallWorks with 2-3 people
Research Goals
exploratory evaluation
Pros & Cons
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
Use Cases
Example Scenario
Mapping the entire hotel guest experience from booking to checkout, including both guest-facing touchpoints and behind-the-scenes operations.
Additional Applications
- • Service delivery optimization
- • Cross-channel experience mapping
- • Organizational alignment
- • Process improvement