Elevate your employee experience with the Service Design Blueprint

Emma Bridger

Minutes
16 July 2024
Employee Experience
Human-centred
EX Design
Service Design
We recently had the privilege of hosting the brilliant Lisa Morris on our EX Space webinar, where she shared valuable insights about ‘Service Design Blueprints’. The service blueprint is a strategic visual tool that depicts how a service is delivered. It allows you to detail the connections between various service components, including people, touchpoints (both physical and digital), and processes, ensuring the service is designed to meet employee needs and business objectives effectively.
This blueprint offers an intricate depiction of a service’s delivery, capturing both the visible service experiences and the behind-the-scenes activities that support them. It usually consists of several layers:

  • Employee activities: The actions taken by employees as they engage with the service.
  • Frontstage (visible) interactions: Direct interactions between employees and the service provider, involving physical environments, digital interfaces, and communications.
  • Backstage (invisible) interactions: Internal actions and processes that support the frontstage activities, unseen by employees.
  • Supporting processes: Additional processes and third-party services that facilitate the main service delivery. 
  • Physical evidence: Tangible items that employees encounter during their service experience.
It’s a tool we love using at The EX Space, and the benefits of using a Service Design Blueprint include:

  • Holistic Insight: It offers a complete view of the employee experience, helping to understand each touchpoint from their perspective.
  • Spotting Gaps: By mapping out each phase of the service process, it becomes easier to identify gaps or pain points in the employee journey.
  • Enhanced Coordination: It aligns all parts of the organisation to work together, ensuring a seamless employee experience. 
  • Encourages Innovation: By visualizing the entire service ecosystem, it stimulates creative solutions and improvements in the employee experience.

Using a service design blueprint as part of your journey mapping process adds valuable context and depth to the experiences you are designing.

If you want to learn how to use this tool and see a practical example for an onboarding process, join The EX Space today (it's free!) for instant access (or sign in if you're already a member!).

And if you want to further develop your expertise and skills in EX Design then why not sign up for our world-leading accredited training.

Any questions? Just drop us a line, we’d love to hear from you.

Using a service design blueprint as part of your journey mapping process adds valuable context and depth to the experiences you are designing.

If you want to learn how to use service design, then you can access the new 'Service Design Blueprint Guide' in our tools section, regardless of your membership level, and you'll also see a practical example for an onboarding process.

Or if you want to further develop your expertise and skills in EX Design then why not sign up for our world-leading accredited training?

Any questions? Just drop us a line, we’d love to hear from you.