It’s also a collective empathy tool,” says Kimberly Richards, a senior service designer in the Customer Service Department of the New South Wales Government. It can also act as a way to bring people and teams across your entire organization together. Service blueprints can be a time-consuming and expensive process, but when planned out, they can transform your relationship with your customers. When an organization is transitioning from a high-touch service to a low-touch service (e.g., when you want to design a new cost-effective model with lower audience volume). When a service is changing or needs to be re-designed. When a service improvement is needed to improve the customer experience. When a company would like to check whether its key processes are sufficiently human-centered. When many departments contribute to a single customer service experience. But when should you make one? Here are the most popular use cases for a service blueprint: When to make a service blueprintĪ service blueprint is a useful tool for teams to create together. You’ll know a service blueprint is doing its job when it creates a shared understanding in cross-functional teams who develop products and services for their customers. The backstage processes, across different stakeholders and actions. The channel-based touchpoints, one by one. The step-by-step of a specific customer journey