4 Key Components of Service BlueprintsYouTube↗  IA↗(long shot)
Science & Technology  15.2K views 147 likes 2 dislikes   25 May 2018
NNgroup 252K subscribers United States YouTube↗


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Service design is defined as the activity of planning and organizing a business' resources:
Design de serviço é definido como a atividade de planejar e organizar os recursos de uma empresa:
people, tools, processes-- in order to improve not just the customer experience, but even more:
pessoas, ferramentas, processos - a fim de melhorar não apenas a experiência do cliente, mas ainda mais:
the employees' experience.
a experiência dos funcionários.
Service blueprinting is the primary tool we use in this service design process.
O blueprint de serviços é a principal ferramenta usar neste processo de design de serviço.
So what is a service blueprint?
Então, o que é um blueprint de serviços?
It's a diagram that visualizes the relationships between different service components;
É um diagrama que visualiza as relações entre diferentes componentes do serviço
in other words: just a visual narrative that depicts how an organization is delivering the service.
em outras palavras: apenas uma narrativa visual que retrata como uma organização está entregando o serviço.
If you currently use customer journey maps, just think of service blueprints as that part II.
Se você constuma usar a o mapeamento da jornada do cliente, pense que no blueprint de serviços como a parte II.
There's four essential pieces of a service blueprint that all service blueprints must have.
Há quatro partes essenciais de um blueprint de serviços que todos os blueprints de serviço devem ter.
The first being customer actions; this is what drives your blueprint.
A primeira é a ação do cliente; isto é, o que impulsiona seu projeto.
If you already have a customer journey map, use that content.
Se você já tem um mapa de jornada do cliente, use esse conteúdo.
This is what your user is doing throughout your service.
Isso é o que seu usuário está fazendo em todo seu serviço.
Next are frontstage actions.
Em seguida, estão as ações de frontstage (ou linha de frente).
This is how your company interacts with your user.
É assim que a sua empresa interage com o seu usuário.
They can be human-to-human, like someone helping a customer in a store, or human-to-computer,
Elas podem ser humanos para humanos, como alguém ajudando um cliente em uma loja, ou de humano para computador,
someone helping a customer through maybe a chatbot on their website.
alguém ajudando um cliente através de talvez um chatbot em seu site.
Next we have backstage actions.
Em seguida, temos ações nos backstage.
This is what's occurring backstage behind the curtain of your organization in order
Isso é o que está ocorrendo nos bastidores, a cortina de sua organização,
to support those frontstage happenings.
para apoiar os acontecimentos da linha de frente.
And then, last, the foundation of your blueprints are the support processes: anything that must
E, finalmente, a base de seus projetos são os processos de suporte: qualquer coisa que precise
occur in order for all of the above to take place.
ocorrer para que todos os itens acima aconteçam.
After those four, you can add in other things: arrows that start to show dependencies,
Depois desses quatro, você pode adicionar outras coisas: setas que começam a mostrar dependências,
evidence: like pamphlets or email transcripts; metrics: what is success for your company?
evidência: como panfletos ou transcrições de e-mail; métricas: o que é sucesso para sua empresa?
Time: how fast is everything happening?
Tempo: quão rápido tudo está acontecendo?
As you begin to blueprint, my best advice is to just start small.
Quando você começa a planejar, meu melhor conselho é apenas começar pequeno.
Scope and work within your realm of responsibility.
Escopo e trabalho dentro da sua área de responsabilidade.
You can read more on my service blueprinting articles on nngroup.com.
Você pode ler mais nos meus artigos sobre blueprint de serviços em nngroup.com.
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