![]() What communication channels, tools, or systems does frontline staff use? You may need to add new steps between the end users’ steps to describe what happens when a frontline person receives information or requests from end users. How does frontline staff respond to each of the end users’ steps? How does frontline staff know that the end user has done something? Note any communication channels, tools, or systems frontline staff uses. Map staff and management’s experience Frontline staffĪdd each step frontline staff takes to help provide this service. How do end users know that they can move on to the next step? How is information about the end user’s steps saved or communicated to frontline staff and/or management? What communication channels are available to the end user? Examples include website, phone, mail, and in-person interactions. Communication channels and notificationsĪs they progress through a service, end users may interact through multiple communication channels. ![]() But for now, it’s okay to note if you’re unsure or making assumptions about a step. Later, you should plan to validate this information with end users. What information do they need to successfully complete each step?Īre there common mistakes or challenges they might encounter?Īre there specific deadlines or timelines end users must adhere to? What tools, both digital and non-digital, might they use to complete each step? What kinds of decisions do end users make to progress from one step to the next? How do end users learn about this service? Also note the tools they may use to accomplish each step. Note each step an end user will take, from first learning about the service to reaching their goal. Examples of a service goal might be getting a driver’s license, enrolling in health insurance, or mailing a letter.Īll service blueprints build on what you and your team already know about the actions an end user takes to accomplish their goal. This will help you know exactly what your blueprint should capture. What are your end users ultimately trying to accomplish? Your answer is your service goal. Adjust the columns and rows to suit your own needs.ĭefine the service goal of the service you’re blueprinting But service blueprints are as unique as the services they document. This is a basic example to help you structure your own service blueprint. Identify any open questions, assumptions, or gaps and who you need to consult with next. Map staff and management’s steps and tools. Someone with insight into the entire end user experience, like a program supervisorĭefine the goal of the service you’re blueprinting. The first time you blueprint a service, invite: It will be a tangible and visible diagram that you can share with other people on other teams to build consensus and gather more information. This will give you a baseline understanding of the service from the end-user’s perspective and what happens behind-the-scenes to deliver that service. ![]() Validate the service blueprint with key users and stakeholders.Įngage other teams to add details about technology, policy, or operations.Īpply what you’ve discovered to align teams and improve services.Ĭreate a first draft of your service blueprint with a small team. Workshop a first draft of the service blueprint with a small team. Here’s a brief outline of the steps you’ll take to create a service blueprint: Service goal: what end users are trying to accomplishįor example, the USPS is a service. Service blueprint: a map or diagram of all the people, processes, systems, and dependencies involved in delivering a service Service: a utility or system that helps end users (the general public or civil servants) achieve a goal Here are a few useful definitions:Įnd users: the people who use a service to accomplish a goal ![]() It shows how all of the people, processes, systems, and dependencies work together to provide the service for end users.īefore you get started, it’s important that you and your team align on some terms so that you all share a common language as you’re creating a service blueprint. Identify opportunities for improvement, for both end users and the people who provide the service.Ī map or diagram that visualizes a service.Discover critical moments, inefficiencies, and pain points.Align interdepartmental teams by establishing a shared understanding of the service. ![]()
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