1. 9/14/2015 5:29 PM 6029-09_CSC 1 Personal Exercise : Preparation for your participation in a forthcoming Services Blueprinting workshop Howard Smith CSC Office of Innovation

2. Collective Intelligence 9/14/2015 5:29 PM 6029-09_CSC 2 Context and background You are going to attend a Services Blueprinting workshop in the near future This will be a first for you, and potentially for your unit We will all be learning, including the facilitator To prepare for this important workshop it is vital that you attempt the exercise described in this slide deck Bear in mind: –Service Blueprinting is not done to you by a fancy consultant –Service Blueprints are something that you and your colleagues create and use on a regular basis Others who have done this exercise confirm it saved considerable time at the workshop itself

3. Collective Intelligence 9/14/2015 5:29 PM 6029-09_CSC 3 Why service blueprints? Supports services innovation A shared tool between a client and a service provider and delivery partners From napkin models to sophisticated analysis Widely applicable - design of a customer site visit, consulting engagement, repeated services, multi- year complex transformational engagement Used in both new service development and service improvement Clarifies roles for everyone in delivering the total customer experience Drives a clearer organizational vision Fosters a culture of caring for the customer throughout the organization Can reveal interdependencies between blueprints that impact the customer experience positively or negativity Effect ‘workshop’ tool for customer-led improvement initiatives Helps designers make explicit decisions about the required ‘moments of truth’ in client or internal interactions Service gap analysis can clarity competitive positioning Bottom up or top down approach – decompose or add detail Can be input to systems design to support high quality customer experiences

4. Collective Intelligence 9/14/2015 5:29 PM 6029-09_CSC 4 Service blueprint concept Backstage - invisible Front of stage - visible

5. Collective Intelligence 9/14/2015 5:29 PM 6029-09_CSC 5 What you will need for the exercise Not much One or more large sheet of paper e.g. from a flip chart pad Some post-it notes or equivalent A normal pen A thick black marker pen You will bring your completed blueprint to the workshop, where colleagues will share theirs with you

6. Collective Intelligence 9/14/2015 5:29 PM 6029-09_CSC 6 What you will do now, before the workshop Select any every day customer experience in your life where you or your family are the customer and there is a service or service provider Create a clear service blueprint of your experience - on the sheet of paper and using post-it notes - encompassing the both the customer point of view and actions and those of the service provider Tidy up the blueprint in any way you like to bring to the workshop so that you can show it to others Aim for: - Clarity - Completeness - A blueprint of the end to end experience - On one A3 sheet if possible but more if necessary

7. Collective Intelligence 9/14/2015 5:29 PM 6029-09_CSC 7 Steps 1. Choose your subject 2. Mark out the 5 swim lanes required for a standard service blueprint using the thick black marker 3. Use post-it notes to model the customer actions, the service provider “onstage” actions, the service provider “backstage” actions, the support systems/actions and the crucial “evidence” 4. Place the post-it notes in the corresponding swim lanes and left to right (time flows to the right) 5. Pair up actions to create the customer “moments of truth” 6. Ensure there is adequate “evidence” for each moment of truth 7. Add in arrows between the post-it notes to indicate who is responsible for the proactive step to the next action, e.g. customer, provider, etc. 8. Tidy up and complete your blueprint – keep it safe

8. Collective Intelligence 9/14/2015 5:29 PM 6029-09_CSC 8 How to draw a services blueprint – basic form Horizontal swim lanes - chronologically left to right –Customer actions – the steps that customer takes (in this exercise you) as part of the service interaction –Onstage actions – the steps that the service provider takes as part of the service interaction and which are visible to the customer (you) –Backstage actions – the steps that the service provider takes in support of the onstage actions but which are invisible to the customer (you) –Support actions – carried out by other functions – service provider employees & systems - necessary for the service to be delivered to the customer (you) –Evidence (upper swim lane) – for each customer action corresponding to an onstage action where does it takes place and what is produced/consumed/changed – i.e. The evidence that an interaction occurred Every time a line of visibility is crossed a moment of truth has occurred –Line of interaction between customer actions (you) and onstage employee actions –Line of visibility for the customer between onstage and backstage employee actions –Line of internal interaction between support processes and backstage actions in support of visible actions

9. Collective Intelligence 9/14/2015 5:29 PM 6029-09_CSC 9 The basic service blueprint

10. Collective Intelligence 9/14/2015 5:29 PM 6029-09_CSC 10 Get inspired! Visit Google and find Google Image search Search for “services blueprint” Take a look at a few examples You will note there is no standard way to approach this For this exercise, do what you think is right fyi –CSC is developing a standard for Services Blueprinting which is being included in Catalyst –You will learn more about this at the forthcoming workshop

11. Collective Intelligence 9/14/2015 5:29 PM 6029-09_CSC 11 A simple style blank service blueprint to help you to get started One or more A3 sheets Post-It notes

12. Collective Intelligence 9/14/2015 5:29 PM 6029-09_CSC 12 FAQ Q: How much time should I spend on this exercise A: Not more than two evenings Q: What will happen to my blueprint at the workshop A: It will be discussed, in sub-groups, during a short period of group learning in order to ‘kick start’ the workshop

13. Collective Intelligence 9/14/2015 5:29 PM 6029-09_CSC 13 Further reading Service blueprinting can be simple or sophisticated depending on need For your personal exercise here you will need only basic knowledge If you are stuck, or wish to read more, visit our C3 to view/read the presentations in the “Featured Content” area (top center of page) of the Services Blueprinting group https://c3.csc.com/groups/services-blueprinting

14. 9/14/2015 5:29 PM 6029-09_CSC 14 hsmith23@csc.com