The Service Automation Blueprint is one of the seven techniques of the Service Automation Framework. It most frequently used as a tool in order to visualise how a service is delivered by a service provider. In order to automate a service, it is necessary to exactly understand how a service ‘flows’ through an organisation, and where the interactions and interfaces with the Users are.
Drawing a Service Automation Blueprint is one of the first steps towards service automation. In this post, we will therefore briefly explain the key layers and elements of the blueprint. We hope that after reading this post, you can start to draw the first blue prints by yourself.
The Service Automation Blueprint consists of seven main design elements, each with a specific focus and key characteristics. Each of the design elements is equally important in terms of determining the overall user experience (UX). A ‘blank’ Service Automation Blueprint is depicted in the figure below:
The five layers of the Service Automation Blueprint can be defined in the following way:
Now that you are familiar with the key concepts of the Service Automation Blueprint, you can start to draw your own. In order to make this as easy as possible, we have composed a free A0 version of the Service Automation Blueprint that you can download to get started:Download the Service Automation Blueprint Template
The best way to fill out the Service Automation Blueprint Poster is in a collaborative group discussion (the infamous pizza-sessions) in which teams discuss the ‘ultimate user experience’ of a service in a step-by-step approach
The Service Automation Blueprint is now complete! The Blueprint should now give a comprehensive overview of how a specific service could be delivered automatically and what the (technological) requirements would be. Based on this overview, it is now possible to start optimizing parts of the Blueprint in order to enhance the User Experience and deliver long lasting value in a systematic and methodical way.
A completed Service Automation Blueprint might look something like this:
Service Automation Blueprinting challenges organizations to determine how their services are built and what elements are necessary to achieve Service Automation. The aim of this technique is to illustrate graphically how service providers deliver value to Users and what the key interactions and interfaces in their service delivery model are. Although canvasses and blueprints remain abstract models, they can greatly help to simplify complex processes and focus the attention to the place where it should be: the overall User Experience.
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