Service Blueprint is an approach that aims at mapping the iterations of service provision, with a focus on standardization and also on finding out insights that can generate values which are appealing to the market. It is a Design Thinking tool.
In short, we can say that Blueprint is a visual representation of the iterations that a customer has at the moment when the service is being provided. It is important for this visualization to be simple and intuitive, so that insights can easily appear.
Do you want to know more about how service Blueprint can contribute to innovation in your company? Keep reading!
How does Service Blueprint contribute to innovation?
Innovation is directly linked to the capacity a company has of solving problems which have not yet been diagnosed by other corporations. It is clear that no-one needs to reinvent the wheel, because innovation is not a synonym for invention.
Innovation is the action of innovating, in other words, modifying habits, fads, processes, among other tabus; effect of a renovation or creation of something new. Service provision offers a much faster feedback, which gives companies the opportunity to deliver improvements that will facilitate the lives of their customers. But, for that to happen, it is necessary to go through this mapping process.
Startups see Design Thinking as an opportunity to connect to their public
Nowadays we have great startups controlling services that are part of people’s day-to-day lives since before the internet, such as Uber and iFood, for instance. These companies have not reached this level by chance.
There was a significant improvement in their traditional process of service provision, delivering more power to the customer – the consumer stops being passive, just a receiver, and starts being one of the agents of the service, which includes giving real-time feedback. All of this is a result of the Design Thinking approach that uses Blueprint as a tool and identifies the desires of the target public with regards to the services.
The same happens to digital banks, such as Banco Original and Next, for example. They have simplified something that has always been considered bureaucratic and time consuming:
- solving bank problems;
- investing;
- opening an account;
- asking for a credit card, etc.
When should you use Service Blueprint?
A company must use service Blueprint whenever it feels the need to understand how customers are reacting to their interactions to the services, mapping their experiences and level of loyalty.
After mapping these things, it is possible to better identify which points should be improved and innovated, and also what the failures are. In this scenario, the creative team has the possibility of changing, creating new strategies and tactics that can reconnect the brand to its customers’ desires.
Besides using Blueprint for improving service provision, a company can use this tool in order to understand the flaws of their competitors and to deliver to customers what these competitors cannot. Thus, it is possible to conquer a new market.
Service Blueprint is here to enhance the innovation capacity of companies, putting the customer as the main focus when developing new products and services. The goal is not to create a new service, but to maximize the potential your company has of delivering more and more value to customers, improving their experience and increasing their loyalty.
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