Vertical lines cutting across the line of internal interaction represent internal service encounters.Īrrows: These represent the relationships/ dependencies. This separates contact employee activities from other service support activities and people. The last is the internal line of interaction. All components that come above this line are visible to the customer while the ones that come below it are invisible. During these moments of truths, the customer judges the quality of the service and makes decisions about future purchases. First comes the line of interaction which represents direct interaction between the customer and the organization every time the line of interaction is crossed by a link from the customer to the contact employee, a moment of truth occurs. Lines: Each component of the service blueprint is separated by a line. For example, the physical evidence of a face-to-face meeting can be listed as office decor. They are typically listed above each point of contact. Physical evidence: this comes at the top of the diagram and represents the physical evidence of the service. Support processes: this includes all the actions, interactions, internal services carried out by individuals or units (not contact employees) within the company to support contact employees deliver the service. They include non-visible interactions with the customer such as telephone calls and other activities backstage contact employees carry out to support the onstage activities. These actions include what frontline contact employees do when they encounter customers face-to-face.īackstage/ invisible contact employee actions: this refers to the backstage or behind the scene actions taken by contact employees that are not visible to the customer. Onstage/ visible contact employee actions: this component appears on the diagram after customer actions, separated by the line of interaction. These actions are displayed chronologically across the top of the blueprint. It includes the steps, actions, choices, and interactions the customer performs while evaluating, purchasing or using the service delivery process. Click on the template to edit it onlineĬustomer actions: this component is central to the creation of the service blueprint and therefore is laid out first. The service blueprint distinguishes between onstage and backstage employee activities which are represented with its key components. The blueprint uses the customer journey as a starting point.Įffectively visualize your services to gain a more holistic perspective and better understand all of the moving parts with Creately. So the service blueprint offers more information on the internal processes and support systems that deliver the service to the customers more than the experience of the customer. On the other hand, service blueprints offer a detailed look at the service delivery process across the different touchpoints, including the onstage and backstage contact employee actions. It focuses more on the surface customer experience and reveals less service process details. Customer Journey MapĬustomer journey map and service blueprints are two complementary methods used in service/ product design.Ĭustomer journey maps visualize the customer experience across different touchpoints along with what they are doing, thinking, and feeling. They are usually represented with a diagram with swimlanes which represent the different categories of the service blueprint. and analyze the steps in the service process in detail. They are particularly used during the design stage of service development to break a service down to its logical components such as points of customer contacts, physical evidence, etc. It highlights the complexity and divergence of the service process and helps to upgrade the efficiency and effectiveness in customer service. Its purpose is to help understand the service delivery process from the customers’ perspective in order to assist the service design and improvement processes. It provides a clear picture of the service process to those who are involved in service production as well as service consumption. The service blueprint is a diagram/ map that visualizes a service offering accurately.
0 Comments
Leave a Reply. |
AuthorWrite something about yourself. No need to be fancy, just an overview. ArchivesCategories |