Service Blueprint Deep Dive

What participants gain

• Participants will be able to analyze a service blueprint to identify key areas for improvement.
• Participants will be able to identify pain points and bottlenecks in the service delivery process.
• Participants will be able to generate recommendations for optimizing the customer and employee experience.
• Participants will be able to prioritize actions based on impact and feasibility.

Materials needed

• Printed copies of the service blueprint (A3 size)
• Colored markers or sticky notes
• Whiteboard or flip chart
• Timer app
• Pens/Pencils

How to run Service Blueprint Deep Dive, step by step

1. 1. Introduce the purpose of the session and the objectives of the Service Blueprint Deep Dive (5 minutes).
2. 2. Provide a brief overview of the service blueprint notation and terminology (10 minutes).
3. 3. Divide participants into small groups (3-4 people per group).
4. 4. Assign each group a specific section of the service blueprint to analyze (10 minutes).
5. 5. Each group identifies pain points, bottlenecks, and areas for improvement within their assigned section (10 minutes).
6. 6. Groups share their findings with the larger group (5 minutes per group).
7. 7. Facilitate a discussion to prioritize recommendations for optimizing the customer and employee experience (10 minutes).

Facilitator tips

• Encourage participants to share specific examples and anecdotes from their experiences.
• Use visual aids, such as colored markers or sticky notes, to highlight key areas of the blueprint.
• Ensure that all participants have a clear understanding of the service blueprint notation and terminology.

Common challenges

• Participants may struggle to understand the service blueprint - Provide a brief overview and explain key elements.
• Discussion may become unfocused - Use a structured agenda and time limits to maintain focus.
• Participants may be hesitant to criticize the existing blueprint - Encourage constructive feedback and focus on improvement.

Running it virtually

Utilize a digital whiteboard platform like Miro or Mural to display the service blueprint. Use breakout rooms for smaller group discussions and annotation.

Expected results

A comprehensive list of pain points, bottlenecks, and areas for improvement identified within the service blueprint. Prioritized recommendations for optimizing the customer and employee experience.

Build a session around Service Blueprint Deep Dive

METODIC drops Service Blueprint Deep Dive into a complete session plan with timing, materials, worksheets, and a facilitator guide — for any workshop, meeting, or team session.

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