Learn about the features and benefits of Service Blueprints.

Understanding your internal processes will make you understand your customers better, and vice versa. The important thing in this sense is to realize that it is not the final product or service, nor the interaction between seller and buyer, the only thing that will determine the degree of satisfaction of the latter.

Thanks to new technologies and the fact that the customer is a more knowledgeable and aware character, there are already several points of contact in the life cycle of the purchase process, which does not necessarily end with the money transaction. And those touchpoints can be direct or indirect, visible or invisible.

For this reason, we speak of a technique whose purpose is to visualize the steps that are carried out during the service. This technique is called: Service Blueprints.

Service Blueprints is a technique that aims to visualize the steps that are carried out during the purchase process of a customer.

To start it up, it is essential to be clear about your target audience and what are the steps you must follow to acquire the product or service you offer. At this point, then, it is essential that you recognize how many possibilities exist in your company. That is, it will not be the same customer interaction to buy a product X, as the interaction that must be made to get the service Y.

Another example: if your brand is about accessories, the experiences will vary depending on whether the purchase is face-to-face or virtual, if it is through a physical or virtual catalog, or if they come to your store to buy or have it delivered to their home. You must take these aspects into account.

The Service Blueprints will help you democratize information within your work team and establish a context. You manage to understand the resources that make the service possible and you can design points of contact with customers. Also, it is very useful to clarify roles because with it you determine where the processes begin and end. This makes it easier for the personnel in charge to know how to promptly recognize their work and reduce inefficiency.

In the same way, they are a good resource to compare yourself with your competition. If you want to differentiate yourself in how you offer your product or service, making a strategy with this tool will be essential. Or also, if you feel that you may be failing at some point in the service, with the Service Blueprint you can more quickly recognize the cause in order to correct it.

This technique will be very useful in these scenarios:

• You want to coordinate a service in which many actors are involved.

• You are designing a new service, where customer interactions take place in the physical and digital world.

• You have been offering a certain service in a certain way for a long time, and you notice wear and tear on your team.

As for the benefits it gives to your Customer Experience, this tool allows you to build an approach focused on them, where you reduce the margin of error and effectively manage the resources you have to offer your product or service. In addition, you innovate, streamline internal operations, improve your offers and create new sources of income.

• It is important that you take these notions into account in order to fully understand what Service Blueprints is all about.

• Line of interaction: points where the client is related to the service.

• Line of sight: the customer cannot see what is being done to provide the service.

• Line of internal interaction: the business itself stops and partners or partners come into play.

• Touchpoints: places that the customer is along the service journey and uses to interact directly with the brand.

• Client actions: steps that the client performs to access the service.

• Frontstage: activities, people and physical evidence that the client can see during the service journey.

• Backstage: activities that are carried out to produce the service or product, but that the client does not perceive.

• Support processes: systems, processes and actions that support the service, and that the customer does not see either.

---

At Vocé, we create Experience Measurement and Management Models with our clients. We help you to obtain the correct vision, obtaining the implicit and explicit insights at the right moment, to be able to act and make strategic decisions.

---