Service Blueprint
TL;DR - a Service Blueprint combines a user journey (‘front-stage’) with information about how that journey will be provided (‘backstage”):
Creates a high-fidelity picture of how a service works, and what will make it successful
Often includes technical and operational systems that support the user journey, as well as metrics to track success at each interaction
Can be used to plan a future idea or improve an existing product/service
CASE STUDY: TOP US PHARMACEUTICAL COMPANY
“How might we improve the severe asthma treatment journey for patients & providers?”
Key points:
Performed detailed ethnographic research with dozens of patients and providers
Articulated current patient and provider journeys, pain points and opportunities
Produced a combined provider-patient future blueprint with services to improve their journeys, used as a guide for years of implementation
Deliverables:
Strategic Research Report; current journeys, insights and pain points for patients and providers
Service Blueprint; future interactions, services, systems, metrics
HOW WE DO THIS
We start with the current journey and envision a future journey & how it will be implemented.
Understand the current journey, and where there are opportunities to improve it
Research and develop systems to implement the new journey
Determine metrics for success at every step
WHAT YOU GET
A detailed picture of how your service will work. A vision of the future.
Service Blueprints define the target state for a product or service when it is fully functioning. Thus, it’s a critical piece of infrastructure for guiding and aligning product teams towards the same goals. By updating it together, teams produce more coherent outcomes.
In one session, we can help you understand what type of PM is the right fit to make a Service Blueprint for you. We do this for free, because we want to get to know our clients and support the product community.