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UX - Blueprint

By Fabricio Teixeira for UXdesign

Introduction

What A map that displays all the touchpoints of the consumer with your brand as they interact with products and services, as well as the key internal processes involved in it. Why Useful to visualize the path followed by consumers across multiple channels, how all the pieces connect and how you could improve the flow.

Fabricio Teixeira — Experience Design Director @ R/GA NY

4 Service blueprint

The service blueprint is a technique used for service innovation, but has also found applications in diagnosing problems with operational efficiency and can be used to conceptualise structural change (i.e. repositioning). The technique was first described by Lynn Shostack, a bank executive, in the Harvard Business Review in 1982.

5 Blueprint | Service Design Tools

The blueprint is an operational tool that describes the nature and the characteristics of the service interaction in enough detail to verify, implement and maintain it. It is based on a graphical technique that displays the process functions above and below the line of visibility to the customer: all the touchpoints and the back-stage processes are documented and aligned to

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