Blueprint Roleplay: 'Walk the Service'

What participants gain

• Participants will be able to empathize with different roles within the service blueprint.
• Participants will be able to identify pain points in the customer and employee experience.
• Participants will be able to generate ideas for improving the service blueprint.

Materials needed

• Service blueprint (digital or printed)
• Role cards (customer, frontline employee, back-end employee, etc.)
• Props (optional)
• Timer

How to run Blueprint Roleplay: 'Walk the Service', step by step

1. Divide participants into small groups (4-5 people). (2 min)
2. Assign each participant a role within the service blueprint (customer, frontline employee, back-end employee, etc.). (3 min)
3. Have each group walk through a specific section of the service blueprint, with participants acting out their assigned roles. (10 min)
4. Encourage participants to exaggerate their actions and emotions to highlight pain points and opportunities. (2 min)
5. Facilitate a debriefing session to capture key insights and learnings. (5 min)
6. Document the key insights.
7. Encourage participants to share their feelings.
8. Ask the audience the questions they would like to ask.

Facilitator tips

• Encourage participants to fully embody their roles and exaggerate their actions.
• Remind participants that the goal is to have fun and explore different perspectives.
• Provide clear instructions and assign roles before the activity begins.
• Create a safe space for participants to experiment and make mistakes.
• Facilitate a debriefing session after the roleplay to capture key insights.

Common challenges

• Participants are hesitant to act out their roles: Encourage them to embrace the improv nature of the activity and have fun.
• Participants struggle to stay in character: Remind them to focus on their role's perspective and motivations.
• Participants get stuck on one part of the service: Encourage them to move through the service flow as quickly as possible.
• Participants are unsure of their roles: Provide clear instructions and assign roles before the activity begins.

Running it virtually

Use breakout rooms in Zoom or Teams to facilitate the roleplay. Encourage participants to use virtual backgrounds and props to enhance their roles.

Expected results

Participants will gain a deeper understanding of the customer and employee experience, identify pain points, and generate ideas for improvement.

Build a session around Blueprint Roleplay: 'Walk the Service'

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