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Service Blueprints – Communicating the Design of Services

Service blueprints were first described by Lynn Shostack, a banking executive, back in 1982 in the Harvard Business Review. They’ve become popularized over the last few years as service design has grown as a profession. In addition to being useful in service design they are often used by operational management to gauge the efficiency of work within an organization.A service blueprint is, in essence, an extension of a customer journey map. A customer journey map specifies all the interactions that a customer will have with an organization throughout their customer lifecycle – the service blueprint goes a bit deeper and

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