Sunday, August 9, 2009
I ran across an article while performing research for SD2, it talked about how service blueprinting is a key to service innovation. The article talks about how service blueprinting offers a surprisingly flexible means of helping companies understand how well, or not, they are serving their customers. Service blueprinting focuses primary on customer experience. The idea behind service blueprinting is simple. Companies put themselves in their customers’ shoes to find out what’s working, what’s not, and what needs to be changed. The article goes on to discuss the uniqueness of this technique as compared to other process techniques. The customer is the center and focus for service improvement and innovation. Companies that create blueprints first quickly identify the specific service process to b e explored and can identify the customers that the service targets. Blueprinting is flexible, because most businesses are services at some level. Blueprinting has been used by companies across all industries, and the researchers expect the years to come to bring more widespread adoption of the technique. As that occurs, users will offer their own innovations to the process, making it all the more effective in the long run.