Service Blueprints: Mapping Employee Experiences

Eight working sessions to map internal processes behind six “sub-journeys” and prioritize work across the customer experience.

Problem:

Now that the cross-functional Customer Satisfaction team has a comprehensive map from the customer perspective, how do we leverage employee knowledge to address the most painful parts?

Methods:

• 8 workshop sessions with multidisciplinary stakeholders who were responsible for delivering sub-journey (ex. bill pay) improvements

• ~5 interviews per sub-journey with SMEs to build out a draft of the service blueprint (I personally conducted >20).

Deliverables:

• Identification of “design criteria” to inform later ideation

• “Swim-lane”, service blueprint-style maps of select sub-journeys

• Action plans to address opportunities in each sub-journey

• Consolidated action plans

Outcomes:

Sub-journey leaders left the final session with…

• A clear understanding of which experience improvements they were going to own in 2024, and how that work fit into the bigger picture

• A neatly packaged Mural file including all of their specific opportunity areas, relevant employee/customer sub-journeys, and guiding design principles