Become a User Experience architect with Service Blueprints
Thibault Dubois, Manager in business consulting
Watch this class and thousands more
Watch this class and thousands more
Lessons in This Class
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1.
Welcome to the class!
3:08
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2.
An introduction to service blueprints
2:27
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3.
The benefits of service blueprints
5:40
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4.
The service blueprint building blocks
5:04
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5.
BPMN in service blueprint
12:16
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6.
How to create a service blueprint
7:36
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7.
Case in point
11:15
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8.
Key takeaways
2:23
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About This Class
Take the user experience of your offering to the next level with service design blueprints.
In today’s day and age, everything revolves around the user. A solid user experience almost guarantees companies to become successful in a sustainable manner. But how can companies ensure a good enough user experience? This is where service design comes in. Service design is a mindset, a process and a toolbox that will hack our brains into delivering high-value user experiences.
Service blueprints are a very powerfull tool within service design. They provide a high-level view of the user experience and a detailed view of what is going on under the hood of the service.
This course is an introduction to service design blueprints and doesn't require any prior knowledge.
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What will you learn?
- The 5 benefits of using service blueprints
- The service blueprint building blocks
- How to map processes using BPMN
- How to create a service blueprint from scratch in 6 easy steps
- Insights into a real-world use case
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Who is this course for?
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Recent graduates looking to start a position as a service designer, a business analyst, business consultant, product manager, product owner or even a UX designer.
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Junior service designers wanting to strengthen their knowledge.
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Senior service designers looking to brush up their skills.
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All professionals who are actively doing service design in their field of expertise and wanting to formalize their way of working.
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What else can I offer you?
You will have access to:
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The slides of the course which you can use at your own convenience
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A fun assignments to make things more tangible
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Handouts and templates to help you in your day-to-day service design activities
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Access to an industry expert. In case you have questions feel free to contact me and I will do my absolute best to guide you.
See attached resources in the project description.
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Check out my other courses:
Service design series:
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Service design: fundamentals & patterns (click here for more information)
- Service design: personas (click here for more information)
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Service design: prototypes (click here for more information)
- Service design: customer journey maps (click here for more information)
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Service design: service blueprints (you are here)
Business analysis series:
- Business analyst: the compact requirement elicitation guide. Want to know more about how to elicit requirements? Then I suggest that you definitely take a look at the course by clicking here!
Business consulting series:
- Business consulting: the core skills and how to land the job. Want to know more about what skills business consultants use to guide companies in their digital transformation? Then I suggest that you definitely take a look at the course by clicking here!
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Continuous improvements
The course is being upgraded on an incremental and iterative basis. Just like product increments in agile... ;)
Hands-on Class Project
Let the fun begin!
In this awesome assignment, you'll be unleashing your creativity and crafting your very own service blueprint. Remember those cool building blocks and creation steps we explored in our previous lectures? Well, it's time to put them to good use!
What can you expect after completing this project?
After this project, I can assure you that your co-workers and your boss will be thoroughly impressed with your deliverables.
How so? Well because you’ve now become the architect of the entire user experience.
People often tend to think that user experience is limited to nice visuals but nothing is further away from the truth. You’re now well aware that user experience is much more than that. It’s about offering customers or users an experience that is supported by all layers of the user interaction. The visuals, the processes, the systems, the channels and of course the product.
In order to control all these layers, we need a tool. And that’s exactly what the service blueprint is offering us. It’s a tool that helps us to visualize and manage all the layers of the user experience simultaneously.
So after this project you’ll be like the full stack developer but for the designs. You’ll be the full stack designer!
What do you need to do exactly?
Now, here's the lowdown on what you need to do:
- Step 1, pick a topic
You need to choose a topic for which you want to create a service blueprint. Let your imagination go wild! Not sure what to pick? Don’t worry, I have attached a document with many examples that you can choose from.
- Step 2, collect data
Try to collect as much data about the customer journey and the impacted internal processes as possible (user interviews, observation sessions, documentation review, etc.).
- Step 3, start with the customer
Define the customer journey first and work your way down next. Use the customer journey mapping tool if possible.
- Step 4, create your front stage
Conceptualize the interactions between the customer and your product or service (employee or technology).
- Step 5, create your back stage
Define the backstage steps that are needed for the frontstage to operate (data fetching and storage, process triggers, etc.).
- Step 6, draw your blueprint
Bring everything together with the service blueprint overview. Optionally, have a deeper level of detail for the internal processes using BPMN). Grab your favorite tool (MS PowerPoint, anyone?) and bring your service blueprint to life. I have added a template in the resource section that you can use to speed up your work.
- Step 7, validate your blueprint
Try to validate your service blueprint with friends, family or colleagues and capture their feedback. You want to test whether they understand the blueprint and whether they like the experience or not.
- Step 8, share your blueprint on the platform
Don’t forget to share your awesome designs by uploading them to the platform! Let the other students marvel at your genius and give you some valuable feedback on your masterpiece.
If you're feeling a bit unsure about how to kick things off, no problemo! I would suggest to rewatch the case in point lecture. It'll give you the necessary information and the confidence boost you need.
Ready set go!
You've got this! Good luck with the assignment, and remember to have a blast along the way. Let your imagination soar and create something truly remarkable. Can't wait to see what you come up with!
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