In our full-day workshop on服务蓝图(提供在我们的UX会议),与会者让实践经验服务设计和蓝图。在测试各种工具和权衡虚拟服务蓝图的不同考虑因素(可访问性,熟悉度,成本和有效性)之后,我们创建了我们在本文中共享的自己的模板。(我们还发表了一个补充journey-mapping template here。)

Aservice blueprintis a diagram that visualizes the relationships between different service components — people, props (physical or digital evidence), and processes — that are directly tied to touchpoints in a specific customer journey. Service blueprints often act as the next step after客户旅程地图。

无论您是自己制作服务蓝图,首次进行物理服务蓝图,还是进行远程蓝图研讨会,此电子表格可以充当一个起点。

如何使用此模板

  1. 访问模板。复制Google Spreadsheet template在你自己的驱动器上(File > Make a copy). Note, you must be logged into your Google account in order make a copy. Alternatively, there are also downloadable Excel and Numbers versions at the bottom of this article.
服务蓝图Spreadsheet Template
此服务蓝图模板仅为一个起点。根据需要添加其他阶段(列)和游泳通道(行),以便准确地表示您的组织如何提供客户的体验。
  1. 设置蓝图。在您自己的模板副本中,使用标题,日期和版本号(行3-5行)向蓝图添加上下文。识别一个情景(您的范围)及其相应的客户(通常是用户或persona). Decide how granular the blueprint will be, as well as which direct business goal it will address. While a current-state blueprint gives insight into an existing service, a future-state blueprint offers the opportunity to explore services that do not currently exist.
  2. 地图客户行动(行12-16)。这些是客户在与服务交互时执行的步骤,选择,活动和互动,以达到特定目标。它们应该来自研究(使用像这样的定性方法实地研究,语境询问,和diary studies) or previously completed customer-journey map. Because the blueprint’s focus is the employee experience, not the customer’s experience, this portion does not need to be a fully baked customer-journey map — rather, you can include only the user touchpoints and parallel actions.
  3. 地图员工的前台和后台动作(rows 17–26). This step is the core of service-blueprint mapping. Similar to customer actions, frontstage and backstage inputs should be pulled from real employee accounts and validated through internal research. (Remember the old lesson from field research: how things are supposed to be done is rarely how they’re done. You need to discover and document the latter.)

    Feel comfortable adding rows to the template if needed —include all the internal actions that employees take (even if they feel redundant). Doing so can identify redundancies and breakdowns. It is easiest to start with frontstage actions and then move downward to backstage actions.

  1. Map support processes and evidence(行27-31)。添加员工依赖于有效与客户互动的过程。这些流程是涉及公司内部所有员工的活动,包括那些通常不会与客户进行互动的人。在每个客户行动的证据中通过每个列和层工作。问问自己沿途遇到的道具和地方。
  2. Analyze the blueprint and capture opportunities.使用该工具的功能标记像疼痛点,时间和真理的时刻一样的见解。考虑在红色的红色中着色,其中员工之间未达到期望或不必要的互动(并在右键的键中记录您的特定符号)。捕获机会(行32-36):优化该过程的细胞可以减少总数interaction cost(适用于用户和员工)。问你自己:
    • 是否有任何步骤,以便简化员工流程?
    • Did we miss something at the beginning of the process that might bring efficiency later?
    • 导致麻烦斑点的触发因素是什么?
    • 过程需要多长时间?这些时间适合吗?
    • 什么是制造或破坏的时刻?
    • Where are the positive thoughts and emotions expressed and why?
  3. 精炼和分发。蓝图本身只是一种传达您对内部组织流程的理解的工具。该你的蓝图的保真度应该镜像在哪里以及你想要实现的目标。对于许多,这种媒体保真度,电子表格格式足够好。但是,如果您将在许多人中将蓝图传播到利益相关者(对高保真工件做出更好的反应),您的下一步将创建电子表格蓝图的抛光表示。这可以使用Lucid图表(图工具),素描或图形(设计师到开发者工具),Adobe Illustrator或Indesign(设计软件)来完成。在这个阶段,你会想要的添加辅助组件,如时间,箭头,指标和规定.

与不合作hers in This Template

一种最富有成效的方式,即蓝图是使用的偏离和融合技术步骤3 - 6。该diverge stage should involve participants individually reading, reflecting on the data, and adding to the map. The converge stage consists of aggregating individual contributions, clustering duplicate additions, and having a group discussion as you streamline and organize inputs in the spreadsheet. This process repeats, diverging-and-converging until the blueprint is filled out and each swim lane has been discussed by the group.

使用此协作方法构建蓝图有两个好处。首先,用于构建地图的过程与地图本身同样重要。蓝图倡议的成功在很大程度上与人们相信和使用伪影有多少。通过邀请团队成员,来自其他部门的同行,以及利益相关者参与创建您的蓝图,您将增加他们的洞察力和行动项目的买入和所有权。

其次,蓝图创建研讨会作为一个研究机会,因为蓝图中的前台和后台演员是观众的一部分。它们将确保您创建的伪像代表现实,而不是假设。(这个想法类似于邀请最终用户进入旅程映射研讨会,以通知或验证团队的见解。)

When to Use This Template

该re are severalremote resources远程工作坊工具适用于UX.映射活动. Your needs (accessibility, capabilities, data protection, familiarity, and cost) should dictate the best tool for digital blueprinting. This spreadsheet is an efficient, effective choice for your team if:

  • Your organization has strict software policiesdue to data-protection issues. Most remote whiteboarding tools (often used for mapping activities like blueprinting) store their data in the cloud and are thus off-limits for many financial, healthcare, or government-based businesses. This spreadsheet can be downloaded (in both Numbers and Excel) then uploaded to an organization’s internal, approved spreadsheet tool.
  • 你的蓝图团队是跨学科。Unlike other drag-and-drop tools or design-oriented tools, spreadsheets are widely used across many different domains.使用别人熟悉的工具有两个主要好处。不需要技术奴役​​。团队成员不需要创建一个帐户或了解工具在贡献之前的工作原理。
  • 你做了一个物理蓝图,想要数字化。电子表格蓝图适用于数字化在研讨会期间创建的粘滞便笺蓝图的第一步。可以轻松调整电子表格的列和行以适应服务蓝图的结构。排列到蓝图的四个主要游泳通道:客户行动,前台动作,后台动作,支持;列与客户旅程的阶段对齐。这种网格结构的简单性允许任何人覆盖到数字形式的蓝图。电子表格格式是一个高保真的伟大前兆,如果您仍然收集投入,事情可能会更改。
  • 你已经努力保持过去的蓝图。服务蓝图需要更新以保持相关和可靠。为了容易维护,蓝图必须生活在一个工具中,每个工具都可以轻松访问。如果需要编辑,任何人都可以返回原始工件并轻松更新它。In contrast, if the artifact is hosted in dedicated, highly specialized software, people may not know how to edit it (even if they did that initial onboarding, chances are they’ll forget how to use the software if they don’t use it regularly) and the responsibility to keep the artifact up to date will fall solely on those few people who are familiar with the program (e.g., a designer).

请记住在蓝图电子表格中包含版本号和上次更新日期,以便其他人理解此工件可能会发生变化。

我们最初开发了在课程中用于小组练习的这个模板服务蓝图当我们拿走了UX会议虚拟。从下面的链接下载我们的模板,并随时在您自己的项目中使用它。(我们也有一个全天的课程远程UX工作。)