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In this video, Ill be answering the most common questions practitioners ask me about blueprinting. From the research you need, to who youre including, to how much time its going to take. Question one, whats the difference between service blueprint and customer journey map? My answer is this: think of service blueprints as a sequel to journey maps. The focus of a journey map is a customer and the user. Youre using journey maps to understand what the customer is doing, thinking and feeling over time. Now, if I extend that journey map to look at what the business is doing in parallel, it would be a service blueprint. So remember, the focus of a journey map is the customer, and the focus of a blueprint is the organization. In both journey maps and service blueprints, youre using the customer user swim lane actions as your baseline. Question two, whats the primary goal of blueprinting? My answer is this: it depends on where you are in the process, and what youre trying to achieve.
