It doesn’t matter how exceptional your service is.
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Making them more efficient might free up resources to further develop the whole service.Optimizing them might make the whole experience better.Mapping these actions is critical because: These could include things like checking to prepare the meal of users or delivering the food to customers. Now that you mapped what happens in front of the user, you need to map out the things that happen backstage.īackstage actions focus on work done by employees that’s not visible to end-users, yet still impacts their experience. Interactions with app UI to make a reservation.
What are the visible parts of your service? These are all interactions with users and other activities visible to users that need to happen to provide extraordinary service.įor example, in the case of a restaurant visitor, it could include: Then you can build your service around this journey and its pain points. Understand the problem your service is supposed to solve and what steps users naturally take to try to solve the problem. A good service is built based off of the journey the user has to take to achieve their objectives and fulfill their needs: It usually splits into five distinct sections: The service blueprint visualizes the whole service by mapping everything that’s happening. It’s especially critical if you are working on a product that’s part of a bigger service, such as: However, digital product managers can also benefit seeing from how their product fits the bigger picture. Service is often considered a physical interaction, such as going to a restaurant or getting a haircut. It’s a visualization of both the whole user journey and all the background processes that happen during the service. What is a service blueprintĪ service blueprint is one of the main tools used for service design. While product design is all about optimizing an encapsulated experience within one touchpoint, a service design considers the holistic experience, both from a user perspective (what happens before and after using the product), as well as a business perspective (what happens in the background to make that experience happen). There are many actions that happen in the background, such as the rider-side interactions, the algorithm working on finding the driver, the billing service that counts the fare. The service includes the whole pickup process, interaction with the driver, and even a confirmation email you get after the ride.Īlso, not everything is visible to the user. The experience continues even without using the app.
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Then, they move to the app description and decide to download the app and order a ride. They might then google options and have a touchpoint with Uber advertisements in Google. It starts when a user decides they need a ride. The actual service doesn’t start with the product. Service design, on the other hand, zooms out and considers the experience as a whole.įirst of all, it considers all touchpoints a user has with the service, not just the particular product. Product design ensures the application is user-friendly and efficient. Users use it to achieve their objectives, which in turn drives business outcomes. A service, on the other hand, is a type of activity that a customer purchases for their benefit. What is the difference between a product and a service?īefore jumping into the service blueprint, let’s briefly discuss the difference between product and service design.Ī product is a tangible object that a customer can usually take possession of.
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Bart Krawczyk Follow Learning how to build beautiful products without burning myself out (again).
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