Creating a service map can be helpful in planning out, how your product will be used and what your organisation might need to do, to make sure that your product works as planned. You might realise that you'll need some time or budget to ensure you have staff to operate your product, or to be trained in how to use it. Exercise:
What you need
- Flipchart paper
A service map or blueprint is a document detailing all the moving parts including technology, infrastructure, back-office systems and human effort required to support a fully functioning service.
Start by writing down the different touchpoints that your user will have when using your new product or service, one per post-it. These will all be 'front stage' interactions.
Then start thinking about what needs to happen behind the scenes for those 'front stage' touchpoints to work. This could be staff actions, like replying to someone on an online chat, or it could be a piece of technology, like for example a confirmation email being sent after someone signs up for your service. These are all known as 'back stage' interactions.
What is the customer experience and journey through this service?
What needs to happen to provide a seamless experience for the user?
What support systems are needed?
Who is involved through the process?
Visualising this can really make your service come to life, and is a great way to communicate to everyone what it will and won't do. The blueprint should also help you notice any gaps in staff knowledge or resource, specific tasks that need to be assigned, as well as any dependencies you may have missed until now.