The process of creating the service blueprint is just as important as the final artefact itself. They can see the wider consequence of removing a team from a piece of work.
It can also help isolated or siloed senior stakeholders, managing projects across different programmes, to quickly understand the plan of what the service will look like and what the teams are working on. In these cases, a service blueprint can help isolated teams have a common understanding of what they are building, understand where they fit, and what others are doing to solve a part of the same wider problem. This makes it very easy for the respective teams working on parts of the service to lose track of the end-to-end offering they are providing to users. These teams often work in isolation and more often than not, are not even in the same organisation. Services, as users see them, like starting a business or coming to the UK, may be built by several teams, each working on a specific part of the service. Understand what different teams are working on If you keep the old versions of the blueprint you will have documentations of the project decisions throughout the project and you can see how the service blueprint has evolved over time. The blueprint will ultimately give the decision-makers more information when making decisions and help the service team set-up their project for success.Īs the service takes shape, the blueprint can be further refined and iterated, enabling the project team to easily onboard new people or build awareness of the service. It helps stakeholders grasp how a change to a detail of the service might have an impact on other parts of the service, when they can see how everything is connected, as well as what blockers they might need to remove for the team.Īs you can see, in addition to creating an understanding of the service, a blueprint can be used as a guide for planning, cost estimation, technology decisions and service team makeup. This makes it easier for the stakeholders to understand the magnitude of the work needed to deliver the service. It also gives stakeholders a zoomed-out view of all things needed to come together before starting to improve parts of the service. Having the service overview in the blueprint is important, because it can help teams communicate the project to decision-makers higher up in the organisation before they start building or changing the service. It is a powerful tool that simultaneously provides a high-level view of the user experience and a detailed view of what is going on below the surface. Create a shared understanding of the bigger pictureĪ service blueprint gives a complete picture of how the service and related experience is delivered, end to end, front to back and across channels.
In this post, I discuss the benefits of blueprints. It could act as a draft proposal in the beginning and as you prototype ideas you can add more detailed layers to it. Before you build or redesign a service it is worth spending time creating a service blueprint to capture the front stage user experience and the backstage activities the organisation needs to deliver to create the new service.
There are countless ways of mapping a service and each is more or less useful, depending on what you’re trying to explore or explain.
0 kommentar(er)
