Service Blueprint

Objective

Visualise the business process that is tied to a user's end-to-end journey.

Workshop

Tasks:

1. Nominate a participant to draw a 'Blueprint' and scribe on it for the next step(s)
2. Group to capture what happens at each stage of the user journey, considering:
   • Evidence - things that are physical for user to see i.e. website
   • Customer Actions - things a user does to reach a particular goal i.e. visit website
   • Frontstage Actions - things that occur directly in view of the user i.e. supports chat
   • Backstage Actions - things that occur behind the scenes to support what a user is doing i.e. responds to chat questions
   • Support Processes - things that support delivering the service i.e. analytics logs visitor

Note: Create a blueprint for all relevant as-is workflows i.e. Quote & Issue; Claims; Renewals;

Blueprint:

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