10:45 - 11:30
A Service Blueprint is a type of Experience Map that gives a deeper look at the organisational response to the User/Customer Journey.
This “big picture” not only helps examine and understand the experience people have with a product or service, but also how the company’s internal processes and departments are structured to realise this experience. More than that, through its workshop setting it helps externalise, discuss, and align different mindsets and goals of various departments – simply put – it gets them on the same page, resulting in a more optimised and streamlined prioritisation, implementation, and optimisation of the corresponding service/product.
The method is suitable when there isn’t much actual User Research to start with and especially when parallel teams are working on similar projects and have a lack of joined effort and strategy.