Practice: Service Blueprint (updated content)

[amirkhan-2]

Summary

Service Blueprint

Areas to improve:

Why Determine the time it takes to deliver a service Highlight that improving the business needs also improves the customer’s journey Improve services grounded in the customer’s experience Measure and redesign the quality of a service Draft new market opportunities quickly Building a shared understanding of an existing process in a collaborative way

When Analyzing an existing service to isolate fail points, establish time frames, and analyze profitability Helping teams to understand knowledge gaps, reveal what the team doesn’t know Identifying the variations and pain points of the service to provide greater consistency

Agenda Needs diagrams of different blueprints at scale and measurements to take.

• Different types of blueprints
  • Measuring cost? Time? Fail points?
  • Scale of the blueprint (zoomed-in vs zoomed-out). Is it a specific interaction or a service offering?
• Sync vs Async process Test and iterate the service

Outcomes Identify service methods and alternative means of delivery Use evidence as opportunities to reinforce a personal experience Make sure all customer interactions are controlled to meet the service goal

Progress and Publication Status

• [ ] Already published on the Tanzu Developer Center.
• [ ] Published internally or elsewhere; needs review for Tanzu Developer Center publication
• [x] Partially written and/or draft in progress
• [ ] Not yet written https://docs.google.com/document/d/13AOIYhjmYHIoLCHB28utuuqLmpwWMGBnj6nXWc_yIPU/edit

Maturity of this Practice

• [ ] Very Mature: well established and widely used by our organization and others
• [x] Mature: have successfully used many times with many teams / projects
• [ ] Immature: have used several or many times but is evolving quite a bit with each usage
• [ ] Incubating: have used a few times, still rapidly evolving, has promise but unsure if generally applicable across many teams

Resources

https://hbr.org/1984/01/designing-services-that-deliver

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[joemoore]

Assigned to @amirkhan-2 and updated in the backlog.

[joemoore]

Thank you @BrianMMcClain!

[anthonyvetter]

Live link: https://tanzu.vmware.com/developer/practices/service-blueprint/