Analysis · intermediate · 30 min

Blueprint Walkthrough & Feedback

Participants review the service blueprint in detail, focusing on each touchpoint and process step. They provide feedback on the clarity, accuracy, and completeness of the blueprint, identifying areas for improvement and potential gaps. This method ensures a shared understanding of the blueprint and identifies actionable steps for refinement.

What participants gain

  • Review a service blueprint in detail.
  • Identify areas for improvement in the service blueprint.
  • Provide specific and actionable feedback on the blueprint.
  • Develop a shared understanding of the blueprint.
  • Refine the blueprint based on feedback.

Materials needed

  • A copy of the service blueprint (physical or digital).
  • Annotation tools (e.g., virtual whiteboard, sticky notes).
  • Timer to keep the walkthrough on schedule.
  • A designated note-taker to capture feedback.

How to run Blueprint Walkthrough & Feedback, step by step

  1. Introduce the blueprint walkthrough activity (2 mins).
  2. Explain the objectives of the activity and the types of feedback being sought (3 mins).
  3. Walk through the service blueprint, step by step, asking participants to provide feedback on each touchpoint and process step (20 mins).
  4. Capture all feedback in a central location (3 mins).
  5. Summarize the key areas for improvement identified during the walkthrough (2 mins).
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Facilitator tips

  • Encourage participants to provide specific and constructive feedback.
  • Use a structured approach to guide the walkthrough, focusing on different aspects of the blueprint in turn.
  • Capture all feedback in a central location, such as a virtual whiteboard or shared document.
  • Ensure all participants have an opportunity to contribute their thoughts and ideas.
  • Remind participants to focus on the customer perspective when providing feedback.

Common challenges

  • Participants may get bogged down in minor details. - Remind participants to focus on the overall flow and key touchpoints.
  • Some participants may be hesitant to provide critical feedback. - Create a safe and supportive environment where all feedback is valued.
  • Disagreements may arise about the accuracy of the blueprint. - Encourage participants to provide evidence or examples to support their claims.
  • Time constraints may limit the amount of feedback that can be gathered. - Prioritize the most important areas of the blueprint for review.

Running it virtually

Use a shared screen to display the service blueprint. Enable annotation tools so participants can add comments and suggestions directly onto the blueprint. Use breakout rooms for smaller group discussions.

Expected results

Participants will identify areas for improvement in the service blueprint. They will provide specific and actionable feedback on the clarity, accuracy, and completeness of the blueprint.

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