Service Blueprint

Collaborate with you team expand the user story by adding customer interactions, actors, visible actions, invisible activities, and risk, all along the users timeline. We can look at this as a detailed version of our digital story. The Service Blueprint gives us a common understanding of interactions and processes that impact customer satisfaction. Work in 3-6 team member groups to map out customer interactions to find ways to improve customer satisfaction. Discuss findings as a group and create key performance indicators.

Group Size: 3-6

Materials Needed: MVP, Service Blue Handout, Pens, Magazines, Post-Its

Duration: 120-140 mins

Service Blueprint

Collaborate with your team play your digital story create a detailed version of all customer interactions. The interactions will serve as a visual chronological representation of all the interactions and processes that may impact customer satisfaction, target achievement, and efficiency.

  • Develop a shared understanding of customer interactions.

    Improve upon customer satisfaction, target achievement, and efficiency.

    Collaborate to tackle critical issues in development.

    Create key performance indicators.

  • Work in 3-6 team member groups to map out customer interactions to find ways to improve customer satisfaction. Discuss findings as a group and create key performance indicators.

  • Step 1. Play your digital story. Expand on the customer's journey documenting all the details that work together to create a pleasurable experience.

    Step 2. Collaborate with your team to determine necessary actions, touchpoints, actors, visible actions, invisible actions, and risk all along the user timeline. Again, think about the user experience you will create at each stage.

    Step 3. Finally, work as a team to analyze document findings. Find all the ways you can improve your product and service to create a pleasurable user experience.

  • Perform this activity on a long wall and map out each aspect of the user story.

    Have a predetermined idea of what you wish to improve going into the service blueprint. (ex. time, cost, frustration, and customer service).

    Use the service Blue Print to put yourself in the customer's shoes.

    Take pictures of the map and or create a digital version.

Creating KPIs

Creating Key Performance Indicators (KPIs) involves a systematic process to define, measure, and track the performance of specific aspects of a business or project. KPIs help organizations evaluate their progress towards their goals and objectives. Here's a step-by-step guide to creating effective KPIs:

1. Define Your Goals and Objectives: Identify the overarching goals and objectives of your business or project. These could be related to revenue growth, customer satisfaction, operational efficiency, employee productivity, etc.

2. Identify Critical Success Factors (CSFs): CSFs are the areas that are crucial for the success of your goals. These will help you focus on the most important aspects of your business that directly contribute to achieving your objectives.

3. Select Key Performance Indicators (KPIs): Based on your CSFs, choose a set of specific metrics that will provide meaningful insights into the progress of your objectives. Each KPI should be specific, measurable, achievable, relevant, and time-bound (SMART). Examples include revenue growth rate, customer retention rate, employee turnover rate, etc.

4. Set Targets and Benchmarks: Determine the target values or benchmarks you want to achieve for each KPI. These should be realistic and aligned with your goals. Benchmarks can be industry standards, historical performance, or the performance of competitors.

5. Define Data Sources and Collection Methods: Identify where you'll get the data to measure the KPIs. This might involve data from internal systems, surveys, customer feedback, etc. Ensure that your data sources are reliable and accurate.

6. Establish Reporting Frequency: Decide how often you will measure and report on the KPIs. Common reporting frequencies include daily, weekly, monthly, or quarterly. The frequency should be appropriate for the KPI and the pace of change in your business.

7. Create Data Visualization and Reporting: Develop clear and concise visualizations (charts, graphs, dashboards) to help stakeholders easily understand the performance trends and progress towards goals. Visualization tools can make it easier to interpret complex data.

8. Assign Responsibility: Assign ownership for each KPI to specific individuals or teams. This ensures accountability for monitoring, analyzing, and taking action based on KPI performance.

9. Implement Continuous Monitoring: Regularly track and analyze the KPIs against the targets you've set. If any KPI is consistently falling short, it may indicate a need for corrective action or strategy adjustments.

10. Review and Adjust: Regularly review your KPIs and their effectiveness in measuring progress towards your goals. As your business evolves, you might need to adjust or add new KPIs to align with changing priorities.

11. Communicate Results: Share the KPI results and insights with relevant stakeholders. Transparency in reporting builds trust and facilitates collaborative decision-making.

12. Iterate and Improve: Continuously refine your KPIs based on feedback, changing circumstances, and new insights. The goal is to have a set of KPIs that provide the most relevant and actionable information.

Remember that the choice of KPIs will depend on your industry, company goals, and specific areas you want to measure. It's important to strike a balance between having enough KPIs to track progress and not overwhelming yourself with too many metrics.