![]() Then there is the customer journey - from enquiry through to sales completion all the way to sign-up and delivery. The next is evidence, whether physical or virtual, for instance, a website, an in-store discussion, a sales call, etc. The top layer involves time and scale – showing how long an action typically takes to complete. Their website includes many useful UX tools, including this service blueprint example: ![]() “A service blueprint is 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.” This definition comes from the Nielsen Norman Group, the founders of which are often credited with leading the field of user experience design (UX). Service is often the thing that drives customers to and/or from a product. Service design has been a disruptive force over the last twenty years with many companies such as Apple, Starbucks, P&G and Nike building their companies around its principles. Service blueprints are a critical part of the service design experience, aimed at putting the customer experience first through understanding the process by which a product is made and how an organization produces it. At Section, we are increasingly embedding them into our workflows to help create more clarity, transparency, and cohesion. Service Blueprints are a tool used to harmonize business and technical processes, particularly those that involve complex interactions. ![]()
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