Service Blueprint for a CX Company

Background

As the UX Strategist and Researcher at a CX company, I led the development of a comprehensive service blueprint for a crucial part of our service offerings. This case study outlines the process, methodologies, and outcomes of this project, highlighting the collaborative efforts of our multidisciplinary team.

Objective

The primary goal was to create a detailed service blueprint that maps the customer journey, frontstage, backstage and support processes to identify pain points, and to uncover financial opportunities and service strengths. The blueprint serves as a foundation for problem identification, ideation, and the implementation of solutions.

Outcomes

The service blueprint provided a clear, actionable framework for improving our service offerings. Key outcomes included:

• Identification of critical pain points and opportunities for financial growth.
• Development of innovative solutions to enhance customer experience and simplify internal processes.
• A strategic roadmap for implementing these solutions, ensuring alignment with our business goals.

Process

1. Team Selection and Workshop Preparation To ensure the success of the workshops, I carefully selected a team of 9-10 individuals, including stakeholders from various departments. This diverse group brought together different perspectives and expertise necessary for a holistic blueprint.

2. Workshop Facilitation and CJM Mapping I facilitated a series of workshops, each meticulously planned to achieve specific outcomes:

• Customer Journey Mapping (CJM): We began by mapping the customer journey, detailing each touchpoint and interaction from the customer's perspective.
• Frontstage and Evidence Mapping: Next, we mapped out the visible components of the service (frontstage) and the supporting evidence that customers interact with.
• Backstage and Support Processes: Finally, we identified and documented the behind-the-scenes processes and support structures that enable the frontstage interactions.

3. Identifying Pain Points and Opportunities Through collaborative analysis, we identified pain points, financial opportunities, and strengths within the service. This step involved in-depth discussions and analysis to ensure we captured all relevant insights.

4. Problem Statements and Growth Opportunities Facilitating additional workshops, we worked with the team to transform the identified pain points and opportunities into clear problem statements. We also explored growth opportunities and prioritized them based on their potential impact and feasibility.

5. Ideation and Solution Prioritization During ideation workshops, we brainstormed potential solutions for the prioritized problems. We used various ideation techniques to encourage creative thinking and collaboration. Once a pool of solutions was generated, we prioritized them based on factors such as cost, impact, and alignment with business goals.

6. Roadmap Creation The final step was creating a roadmap for implementing the solutions. This roadmap outlined the necessary steps for both service and product-driven processes, ensuring a clear path forward for execution.

Role and Responsibilities

As the UX Strategist and Researcher, I played a pivotal role in:

• Coordinating and leading the team throughout the entire process.
• Facilitating workshops and ensuring active participation from all team members.
• Conducting research to inform the blueprint and validate findings.
• Collaborating with Product Managers (PMs) to implement the solutions effectively.

Reflection

This project underscored the importance of collaboration and detailed planning in service design. The workshops fostered a sense of ownership and alignment among team members, driving the successful delivery of the service blueprint. Moving forward, this blueprint will serve as a valuable tool for ongoing service improvement and innovation.

Conclusion

The successful delivery of this service blueprint highlights the effectiveness of structured, collaborative processes in identifying and addressing service challenges. As a UX Strategist and Researcher, leading this project was a rewarding experience that showcased the power of cross-functional teamwork and strategic planning in achieving tangible business results.