Como você equilibra o nível de detalhes e complexidade em seus planos de serviço?

Knowing the purpose and audience is crucial before crafting a service blueprint. To add to that, I see service blueprinting as an empathetic act. It's one of the primary ways we tell the customer's story. So, I ask myself, "how can we best showcase the customer's experience?" While defining the purpose and audience, we guarantee the customer remains central to the discussion.

Conectado ao tema "conhecer o público" eu gosto de considerar alguns temas. O primeiro deles é um entendimento dos diferentes públicos: 1. quem irá utilizar a informação; 2. quem será impactado pela informação; 3. quem precisa ser informado com relação aos elementos e conteúdos apresentados no blueprint. Outro ponto importante com relação a estes perfis diz respeito à maturidade de cada público com o entendimento e uso da ferramenta. Ter clareza destes perfis e dos seus níveis de maturidade ajuda a equipe com informações de como granular, detalhar ou formatar o conteúdo de forma mais efetiva e integrada ao contexto, aumentando as chances de impacto e utilização da informação na medida adequada e suficientemente boa para o próximo passo.

To help define the purpose and audience for your blueprint, try to understand who are we helping, and why. Remember it's not actually about creating a service blueprint but solving a real need. Service Design is about simplifying complexity and removing ambiguity. Try to ask yourself how the blueprint will aid in doing those two things.

Conocer el propósito y la audiencia es fundamental al crear un plan de servicio. Define claramente el objetivo y los usuarios principales. Esto determinará el alcance, nivel de detalle y formato del blueprint. Por ejemplo, para el lanzamiento de un producto nuevo, se requieren más detalles que para una mejora de servicio existente. Ajusta el plan según las necesidades específicas para garantizar su efectividad.

Service blueprints can shift granularity within the lifecycle of a project, too! In discovery, I zoom in on details, capturing every nuance, variation, and "gotcha." This deep dive, with core stakeholders, builds empathy for the customer journey. Later, when the blueprint stabilizes and we engage a wider audience, I switch to a storytelling approach. It's all about clear communication, showing what's happening, changing, and why. Granularity shifts with audience, yes, but framing it around project phases adds another layer of understanding.

When choosing the right level of granularity remember to involve the right stakeholders based on your purpose and audience. Think about how you would make your information actionable without adding any complexity. A blueprint is supposed to reduce complexity and ambiguity so it's okay to not map every single thing.

Al elegir el nivel de granularidad en el plan de servicio, es crucial considerar el propósito, la audiencia y la complejidad del servicio. Busque un equilibrio que brinde información suficiente sin abrumar. Use diferentes niveles de granularidad según la importancia y relevancia de cada sección del blueprint. Adaptarse a la variedad de usuarios y partes interesadas garantizará la efectividad del plan.

Determine your audience and zoom levels in the early stage of drafting. For complicated journeys, consider to provide supportive mini-journeys or story map if further explanation is needed. Keep in mind that do not overwhelm your stakeholders who are not familiar with serviceblueprint. Otherwise, it's quite easy to lose their attention and drop the idea to use service-blueprinting.

While a consistent and clear structure is important, it's okay to break the rules when it makes sense. Remember that any template is just a recommendation based on something that worked for a very specific context. Feel free to define your own structure for what's right for your context. This might mean adding additional swimlanes or data to add more value to your blueprint.

Yes, a service blueprint typically consists of the five layers listed in the prompt, but I also add the customer's/user's feelings at each interaction or stage of the service. Visually showing their emotional journey across the blueprint would clearly communicate friction points and areas where stakeholders should focus on.

Al crear un blueprint de servicio, es esencial mantener una estructura coherente y clara. Utilice las cinco capas estándar: acciones del cliente, frontstage, backstage, procesos de soporte y evidencia. Organice visualmente el plano utilizando carriles horizontales, columnas verticales u otras técnicas para una comprensión fácil. Emplee etiquetas, iconos, colores y símbolos para diferenciar y resaltar componentes clave. Esta estructura facilita la lectura y comprensión del blueprint para todas las partes interesadas.

When collecting feedback on your blueprint, remember to use the right metrics of measurement to assess your blueprint. Some right questions to ask yourself are - Does it still hold true to its purpose? - How is it actually being used? - Who is actually looking at it? Blueprints are a great tool and often receive lots of positive feedback however sometimes they become something people like looking at but do not actually need.

Validating a service blueprint is crucial for organizational alignment. People close to the work will naturally have different perspectives on the service and solutions. Understanding these gaps and how to bridge them is vital in making the blueprint relevant. During a service design transformation project, keeping the team aligned with the blueprint is equally important. It's a powerful tool for grounding and unifying everyone. Having the most up-to-date information, including varying levels of detail, ensures the blueprint is not only accurate, but also continually helpful.

Validar e iterar el blueprint del servicio es fundamental para su eficacia. Solicite opiniones y sugerencias de usuarios, partes interesadas y expertos para refinarlo. Pruebe el blueprint y recopile datos para identificar áreas de mejora. Actualícelo regularmente para reflejar cambios en la prestación del servicio. Este enfoque garantiza que el blueprint sea preciso, relevante y útil a lo largo del tiempo.

Remember that your blueprint is not the only thing trying to bring clarity to the project, there are often additional project artifacts that could overlap with the intent behind the blueprint. Your blueprint needs to work with them instead of trying to replace them. Eg, avoid repeating information that's already captured in another tool and instead add a link to it in the blueprint.

My best service blueprint exposed a crucial misalignment within the team regarding our transformation expectations. I created two swim lanes: one for the current state and one for the target state. Seeing these states juxtaposed clearly revealed the magnitude of the change and the flaw in our plan. Sequence, a core service design principle, was missing in the target state. We would have caught this later, after building the solution into the service and technology. But thanks to the blueprint, we identified it early in the project timeline, allowing us to revamp the experience and achieve broad alignment.

Además de lo mencionado, la flexibilidad es crucial. El blueprint debe adaptarse rápidamente a cambios en el entorno y necesidades de los clientes. Fomentar una cultura organizacional centrada en el servicio promueve un enfoque colaborativo y mejora continua. Involucrar a todo el equipo garantiza la relevancia y eficacia a largo plazo.

Pairing service blueprints with requirements documents offers a comprehensive approach to designing and implementing services. Requirements documents detail specific functionalities, features, and technical specifications needed to fulfill user needs and business objectives. They guide the implementation of the service, so typically your engineering stakeholders. By combining service blueprints with requirements documents, organizations can ensure alignment between the intended service experience and the technical implementation. This pairing enhances communication and collaboration between design, business, and technical teams, leading to more successful service delivery and improved user experiences.