Some secondary elements you can include in a service blueprint are, A single arrow indicates a one-way exchange, and a double arrow indicates the need for agreement from both parties or codependence. 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. 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.
#Hotel service blueprint upgrade#
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. You can start blueprinting your own service process right away with the templates provided.
#Hotel service blueprint how to#
In this guide, we’ll be taking a deep dive into the topic of service blueprints at the end of it, you’ll know what is a service blueprint, how to create one as well as how to read one. It was first introduced by Lynn Shostack, a banking executive in 1982 in the Harvard Business Review. Over the last few decades, service blueprints have evolved as a useful method to address the many challenges in service design and innovation.
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