Service Blueprint: The Wiring Diagram Behind User Journeys
A service blueprint X-rays the hidden machinery behind a customer journey. Use it for omnichannel services crossing departments. The footgun is producing generic diagrams untethered from a specific business goal like reducing redundancy.
A service blueprint is an X-ray of the organization behind a customer journey, mapping the employees, physical or digital props, and processes that power each touchpoint. It is indispensable for complex omnichannel experiences that require coordination across siloed departments, because it reveals hidden dependencies and root causes that individual touchpoint audits miss. The common footgun is creating a beautiful but generic diagram without anchoring it to a specific business goal like eliminating redundancy or converging fractured processes.
Read the original → nngroup.com
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- #ux research
- #customer journey
- #cross-functional
- #omnichannel
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