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Service Design
Service Blueprinting
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Service Blueprinting

Deliver a consistent, comprehensive service experience through service blueprinting.

Ensuring customers have a great experience across every interaction, front and backstage. Experiences are complex, but a service blueprint guides the way. We’ll work with your team to implement this invaluable innovation technique and design for success.

EXPERIENCES defined
  • Identify the service experience and where it can be improved
  • Capture all elements to deliver on the intended experience
  • Close gaps between current and future experiences
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HOW WE DO IT

  1. 1

    Consult with your stakeholders to understand your vision, your customers, and goals for the service blueprint.

  2. 2

    Conduct a comprehensive front and backstage audit of the current service experience, including operational (people, systems) and experiential (customer-user-member-employee) perspectives.

  3. 3

    Conduct people research and service research to validate internal assumptions and deeply understand the service experience journeys.

  4. 4

    Develop a comprehensive service blueprint in the formats that fit your team and business process needs.

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WHAT YOU GET

We're focused on all aspects of the service experience resulting in a comprehensive service blueprint that includes:

  • A detailed capture of the service journeys and pathways, and how that experience aligns with your service delivery
  • A visually engaging service blueprint report that is easily understood and shared throughout the organization.
  • Clarity on all aspects of the intended service, both frontstage and backstage aspects, including the people, systems, interactions, and dependencies required.
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Our foundation
Experience thinking perspective

Experience Thinking underpins every project we undertake. It recognizes users and stakeholders as critical contributors to the design cycle. The result is powerful insights and intuitive design solutions that meet real users' and customers' needs.

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