![]() ![]() It’s not about mapping touchpoints and pathways, however it’s a blueprint for the future, incorporating all the customer-centered enhancements that will deliver the desired experience. Think of this as an aspirational customer journey map. Identify the touchpoints, processes, training, and systems gaps your organization needs to create or improve to deliver the upgraded CX vision.This vision becomes your motivator for a future state: the sheet music for all the cross-functional teams, technology, processes, and policies in your customer-centered symphony. With a current-state assessment complete, define and articulate what a vision for best-in-class CX should look and feel like.Now, we’re looking for pain points all the time and asking the question, ‘Well, what happens if we resolve that?’ When you can resolve pain points at scale, it will unlock revenue streams and make it easier for internal stakeholders to understand the size of the prize.” We evolved from focusing on the business case dollars and cents to instead focusing on pain points. “It totally changed my perspective on how to justify a program. Rob Birse, head of global B2B ecommerce at Kellogg’s, admits everything changed after sitting down with retail customers in the field to learn their pain points. A current state assessment is a critical enabler of transformation that tells you where you are so you can chart a course of action. What separates today’s experiences from tomorrow’s improvements starts with assessing current state customer experiences and how they’re supported across your business.Organizations can make five changes to better position customers at the center of their operations and innovation cycle: The goal is to enable better, more relevant experiences for customers by connecting their way, understanding their needs and desired outcomes, and promoting cohesive internal operations. Don’t create a Service Blueprint because it’s a part of the service design process.If you picture a customer-centered company, you might visualize a hub-and-spoke model with customers and everything we know about them at the center, surrounded by supporting business functions. So, it can’t be a goal in and of itself – it should be a way to create a better customer experience. But a Service Blueprint is still just a tool and a way to structure your thoughts and visualise them. Resulting in more satisfied customers and more business. It’ll show you the problems in your service and processes – and solve them one by one. A fool with a tool is still a foolĪ Service Blueprint focuses on the contact your organisation has with customers. In a successful solution, both need to come together and fit together seamlessly. This reminds us to not just look at the solution from the organisation’s perspective, but also from the user’s perspective. Improve your current services or develop something entirely new.Īt iO, we use the Service Blueprint for the development of products that facilitate a service but also for customer experience optimisation in the broader sense. ![]() The goal of making a Service Blueprint is the creation of a customer-centric roadmap to analyse everything that supports your organisation’s touchpoints. But there are loads of processes going on behind the scenes to allow you to watch the show and have a pleasant (customer) experience. It seems so simple: buy a ticket to a show and watch it. It gives you a better idea of which processes and services could use some improvements. In other words, the customer experience takes centre stage. It’s a tool that gives insight into how internal processes are experienced by the customer. What does the contact with the customer look like?īased on these aspects, a Service Blueprint gives you a complete overview of all your organisation’s processes, touchpoints, actions and channels in relation to customer contact. A Service Blueprint takes this as a starting point and looks into the processes that make different touchpoints work: All these small processes need to melt together into a well-oiled machine. From placing an order, payment and processing, to creating an invoice, assembling the parcel and delivering it to a pick-up point or a home address. ![]() But not so simple behind the scenes – there are so many complex processes that make this simple thing possible. With just a couple of clicks, you can order a parcel from a webshop that will be delivered the next day. ![]()
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