journey based on service blueprint methodology by Lynn Shostack
what it is
a journey based on the service blueprint methodology, a structured tool to map all interactions and processes involved in a service, providing a clear view of how the customer relates to the company by analyzing both the physical and digital aspects of this process.
the service blueprint methodology was published in 1982 by Lynn Shostack at the Harvard Business Review.
why to use
a strategic transformation journey based on the service blueprint enables an accurate diagnosis of the entire cycle of interaction between the client and the organization. it identifies cause-and-effect relationships throughout the cycle, helping to enhance its processes through adjustments and improvements in the service offered.
when to use
the journey can be used in various circumstances, both when creating a service or product, when it is necessary to perform tests and prototypes before launching it on the market, and on occasions where it is necessary to make improvements in some that already exist, identifying weaknesses and improving the quality of delivery.
how to use
the strategic transformation journey based on the service blueprint methodology has six points of divergence that must be applied with the team to define each of the topics proposed by Lynn Shostack in its original methodology. for each topic of the original methodology we set up a divergence kit on strateegia.digital with questions to help the team to collaboratively define the decisions necessary for the project.
what are the steps
each block of Lynn Shostack’s original methodology was converted into a divergence kit, generating the six kits from the list below:
- the evidence
- customer´s actions
- the frontstage
- the backstage
- supporting actions
- the metrics