Assessing the Service Process and Effectiveness of the Blueprinting Method

ABSTRACT

This paper examines service blueprinting as a tool for mapping out the service provision process. While pursuing cost reductions and higher efficiency through visualization of the business process is common practice, attempting to improve services by mapping out the process experienced by customers is not. The value of a service, however, is assessed by users, and it is therefore difficult to improve without consideration of the customer process. Blueprinting places the typical customer experience as its axis and strives to understand the service structure along a time-line. By adding assessment elements and so on, it becomes a highly useful tool for service design and quality control.