When and Why UX Practitioners Use Service BlueprintsYouTube↗  IA↗(long shot)
Science & Technology  2.8K views 53 likes 1 dislikes   08 May 2020
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I surveyed over 90 UX professionals
Encuesté a más de 90 profesionales de UX
on when and why they use service blueprints.
sobre cuándo y por qué usan planos de servicio.
And just to be clear,
Y, solo para ser aclarar,
a service blueprint maps out the relationship
un plano de servicio traza la relación
between various service components.
entre varios componentes de servicio:
Those people, processes, and props and customer touchpoints.
Las personas, procesos y soportes, y contactos con clientes.
Practitioners mentioned using
Los profesionales mencionaron el uso
hypothesized service blueprints
de planos de servicio hipotéticos
when defining their research plan
al definir su plan de investigación
to identify gaps in their current knowledge.
para identificar los vacíos en sus conocimientos actuales.
This usage of blueprinting reduces the likelihood
Este uso de planos reduce la probabilidad
of spending significant time and resources,
de gastar mucho tiempo y recursos
gathering research that's already known.
al realizar investigaciones de información que ya se conoce.
Additionally, these blueprints educate stakeholders
Además, estos planos educan a las partes interesadas
of their resources and bandwidth needed
con respecto a sus recursos y el ancho de banda necesario
to conduct the necessary research.
para llevar a cabo la investigación necesaria.
Now, once a service blueprint,
Bueno, una vez que un plan de servicio,
albeit a low-fidelity one, is created,
aunque uno de baja fidelidad, es creado;
it can be used to evaluate the holistic service
puede utilizarse para evaluar el servicio holístico
and identify gaps, redundancies, or friction points.
e identificar vacíos, redundancias o puntos de fricción.
These gaps can then be prioritized for redesign
Estos vacíos pueden ser priorizados para su rediseño,
based on the opportunity they present to the organization.
con base en la oportunidad que presentan a la organización.
Service blueprints are also used later
Los planos de servicio también se utilizan después
in the product design life cycle
en el ciclo de vida del diseño del producto
to help inform project planning, tracking success,
para informar la planificación del proyecto, dar seguimiento al éxito,
and informing strategic decisions.
e informar las decisiones estratégicas.
For practitioners in these cases,
Para los profesionales en estos casos,
the artifact acted as a shared visualization
el artefacto actuó como una visualización compartida
used to communicate future work, align priorities,
usada para comunicar el trabajo futuro, alinear prioridades,
and inform ideal future-state service models.
e informar modelos ideales de servicio del estado futuro.
In terms of benefits,
En términos de beneficios,
the most frequently mentioned benefit
el beneficio mencionado con mayor frecuencia
of using a service blueprint was
de usar un plano de servicio fue
a shared language and understanding.
un lenguaje y comprensión compartidos.
Service blueprints help departments
Los planos de servicio ayudan a los departamentos
align behind a common goal,
a alinearse detrás de un objetivo común,
empower team members,
empodedar a los miembros del equipo,
and educate stakeholders
y educar a las partes interesados
about the experience as it exists today.
sobre la experiencia tal y como existe hoy.
Service blueprints make invisible service components visible
Los planos de servicio dan visibilidad a los componentes de servicio invisibles
and help put products in context.
y ayudar a poner los productos en su contexto.
Refocusing on the bigger picture,
Renfocarse en el panorama general,
instead of products or departments as silos,
en lugar de productos o departamentos de forma aislada,
can lead to consistency across channels
puede generar consistencia a través de los canales
and a positive experience
y una experiencia positiva
for both end users and employees.
tanto para los usuarios finales como para los empleados.
So whether your goal is to discover service weaknesses,
Entonces, si su objetivo es descubrir las debilidades del servicio,
reduce redundancies, converge silos
reducir los despidos, converger las disparidades
or anything in-between,
o alguna cosa intermedia,
service blueprints help visualize
los planos de servicio ayudan a visualizar
all of the intangible aspects
todos los aspectos intangibles
of the experiences we provide.
de las experiencias que proporcionamos. Suscríbase a nuestro canal Aprenda más en nngroup.com
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