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Nielsen Norman Group

Service Blueprinting

via Nielsen Norman Group

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Overview

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Service design involves intentionally designing how we deliver a product or service to our customers. It includes orchestrating the internal processes to create the final holistic experience.

Syllabus

What you will learn

Use service blueprinting

  • Broaden your understanding of your product or service
  • Align “frontstage” user needs with “backstage” employee experiences and/or processes
  • Create value for the customer that extends beyond the traditional touchpoints
  • Link customer pain points to organizational shortcomings or redundancies
  • Identify opportunities for improvement

Understand service design and service blueprints

  • Service design compared to user and experience design
  • Front-stage needs and back-stage processes
  • The 5 principles of service design

Develop and deliver service blueprints

  • Service blueprints vs. experience mapping vs. journey mapping
  • The 6 phases of service blueprinting
  • Aligning business models to service design
  • The service lifecycle
  • Facilitating blueprinting workshops

Taught by

Therese Fessenden, Alita Kendrick, Tim Neusesser

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