Service Blueprint Training
Course Description: In the modern business landscape centered around customers, it’s vital to excel in designing and delivering top-notch services. This Service Blueprint Training goes beyond the basics, teaching you how to refine your Service Design process for best results and create practical Service Blueprints that drive real-world success.
- Customer Journey Mapping, Service Safaris, and Ethnography: Gain useful insights by identifying pain points and moments of delight along the employee and customer touchpoint interactions with your service.
- Understanding touchpoints: Understand the core principles of value exchange between your business and customers. Learn how customer interactions and touchpoints shape their perception of your service. Explore techniques to create memorable and impactful front-stage experiences including intangible value.
Aligning Backstage, Middle, and Front Stage Actions: Explore the interconnectedness of backstage, middle, and front-stage operations. Learn to synchronize behind-the-scenes employee actions and processes with customer-facing actions. Improve flow between the different stages with a Policy Design lens to backend processes.
Building your Service Blueprint: Walk through a step-by-step blueprint creation process. Utilize real-life case studies, customer data, and business problems to create actionable solutions. Gain hands-on experience in designing Service Blueprints that are both strategic and practical.
Measure and manage Service Blueprints: Bring stakeholders into blueprint governance. Understand how to ensure your service design aligns with customer and employee expectations after roll-out.
Tips for implementing your Service Blueprint: Learn best practices for translating your blueprint into tangible actions. Overcome common implementation challenges through effective strategies. Learn to bring organizational impact or Service Transformation to your organization.
Course Format: The course combines a workshop format, peer collaboration, and learning by doing. Participants will engage in practical exercises that simulate real-world scenarios.