Service Blueprint 6pt20

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Introduction It is a method used in service design to describe and analyze a proposed service. A picture map that visually portrays the service system – Process of delivery Role of customers & employees Visible elements of the service

It breaks down a service into logical components & easily definable tasks & steps. 2

Major steps in Service Blueprinting  Establish boundaries for the service and decide on the level of details needed.  Identify and determine the sequence of customer and service actions and interactions.  Develop time estimates for each phase of the process, as well as time variability.  Identify potential failure points and develop a plan to prevent or minimize them, as well as plan to respond to service errors. 3

Service Blueprint for making a saving deposit using a teller Customer action

Arrive

Approach

Submit the filled form with the amount

Receives a stamped receipt

Gives book

Receives the updated book

Teller

Teller takes the form updates the amount in the customer

Teller stamps the filled form, retain the bank’s part and returns the customer’s part back to the customer

Receives the book , updates it

Gives the updated book back to the customer

(line of information) person (line of visibility)



Banking software, Cashier

Printer

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Service Blueprint for applying for a home-loan equity Customer action

Submit online/call

persons

Backstage s

s & sign the authorization form

Send document

Schedule meeting

Submit Documents

Loan is funded

Calls back to confirm

Verifies the form details

Meets the customer

Verifies the documents

On approval loan is funded

Online

Postal service

Auditor

Bank

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