A visual representation of the user's end-to-end experience with a product or service, highlighting pain points, opportunities, and emotional states throughout the process.

Customer Journey Map

A visual representation of all stakeholders involved in the service delivery process, categorizing them based on their roles, responsibilities, and influence on the user experience.

Stakeholder Map

A list of all actions, touchpoints, or interactions between the users and the service that are directly visible or experienced by the users.

Frontstage Actions

A list of all actions or processes that occur behind the scenes, which are not directly visible or experienced by the users, but support the overall service delivery.

Backstage Actions

Identification and detail of the underlying processes that enable both frontstage and backstage actions, such as IT systems, logistics, and employee training.

Support Processes

Identification of key areas or stages in the service delivery process where improvements can be made to enhance the overall user experience or resolve user pain points.

Opportunity Areas

A comprehensive document that captures all the components listed above, establishing a blueprint for the service, which can be used for communication, reference, and future improvements.

Service Blueprint Documentation

A plan that outlines the steps, resources, and timeline needed to implement the improvements identified in the service blueprint, along with a prioritization of tasks and initiatives based on impact and feasibility.

Implementation Plan

A set of quantifiable metrics and key performance indicators (KPIs) to track and evaluate the success of service improvements, along with a plan for regular data collection, analysis, and benchmarking.

Metrics and Evaluation Plan

A visual diagram that provides a detailed description of a service or part of it, focusing on both the user experience perspective and the internal processes perspective.

This service blueprint focuses on the experience users have when they contact customer support.

![The blueprint is divided into different layers, such as physical evidence, customer actions, frontstage, backstage, and support processes](https://miro.medium.com/max/1400/1*8ilpIAbYXLzDkZwAblZnsQ.png).

Lanes in blueprint include Physical Evidence, Customer Actions, Frontstage, Backstage, and Support Processes. The interaction flow starts from customers having an issue, exploring help documentation, contacting support via chat, being assisted by the support agent who accesses internal tools, and finally providing a resolution. Potential pain points and opportunities are identified for each step.

Customer Support Experience

This service blueprint illustrates the process of new users creating an account and setting up their profile in a banking mobile app.

![The blueprint is divided into different lanes, such as customer actions, touchpoints, frontstage, backstage, and support processes](https://www.smartsheet.com/sites/default/files/styles/wide_left/public/Service%20blueprint_screen_v2.png).

Lanes in blueprint include Customer Actions, Touchpoints, Frontstage, Backstage, and Support Processes. Steps in the user journey include downloading the app, registering an account, connecting a bank account, verifying identity, and logging in. Touchpoints show the corresponding interactions within the app, while frontstage and backstage show the actions taken by staff and systems to facilitate a smooth user experience.

Banking Mobile App Onboarding

This service blueprint examines the steps customers take to complete their purchase on an e-commerce website, and the supporting processes needed.

![The blueprint includes lanes for physical evidence, user journey, frontstage, backstage, and support processes](https://cms-assets.tutsplus.com/uploads/users/1251/posts/32430/image/service-blueprint-example2.png).

Lanes in blueprint include Physical Evidence, User Journey, Frontstage, Backstage, and Support Processes. Customer touchpoints include browsing products, adding to cart, reviewing cart, entering shipping information, providing payment details, and receiving a confirmation. Frontstage actions involve user interface updates, while backstage actions consist of inventory checks, fraud detection, and order processing.

E-commerce Checkout Process

Determine the specific service you want to analyze and improve. This could be an entire service, a specific process, or a particular touchpoint within the service. Make sure to involve relevant stakeholders when narrowing it down.

Identify the Service

Collect all the materials, processes, and data relevant to the service that you are examining, including customer interactions, marketing materials, and process documentation. Analyze user feedback, satisfaction level, and pain points to get insight into the service's current state.

Gather Information

Outline the steps customers go through when engaging with the service. This is known as the customer journey map, which showcases the multiple touchpoints involved. Include information such as actions, emotions, and expectations that users have throughout their journey.

Create Customer Journey Map

Map out the visible actions and interactions between the service provider and the customer. These are the frontstage processes that directly impact the customer's experience, like customer service interactions, purchasing process, or touchpoints on a digital platform.

Outline Frontstage Processes

Document the internal operations and processes that the customer doesn't see but helps to deliver the service effectively. Examples include inventory management, supplier communication, or employee training, which ultimately impact the frontstage processes.

Identify Backstage Processes

List out the systems, tools, and resources that support both frontstage and backstage processes. These may include software systems, physical equipment, or third-party services that the service provider uses to ensure smooth execution.

Define Supporting Processes

Review the service blueprint as a whole, looking for any inefficiencies, pain points, or opportunities for improvement. Consider the users' perspective and all the internal processes, and identify areas of improvement in the service.

Analyze the Blueprint

Create a plan to implement the changes identified during the blueprint analysis. Outline the necessary steps, resources, and potential challenges, while seeking guidance from stakeholders and getting buy-in from team members.

Develop Improvement Strategies

Execute the improvement strategies according to your plan. Monitor your progress, gather feedback, and measure the impact of these changes on the overall customer experience and business success.

Implement Changes

Regularly review the service blueprint and update it as required. Continuously iterate and improve the service to provide the best possible customer experience and adapt to any changes in user needs, market, or technology.

Review and Iterate

Time

research data, blueprint template, post-its, pens, whiteboard

Tools

People

Service blueprints visualize organizational processes in order to optimize how a business delivers a user experience.

Service Blueprints: Definition

The structure and format of a collaborative spreadsheet makes it an effective tool for virtual service blueprinting.

Service Blueprinting: A Digital Template

Map out the entire process of service delivery, above and below the line of visibility

Service Blueprint

Service blueprint: what it is, why it’s useful, how do you create one, examples, templates and best practices.

Service Blueprint: Definition, Example & Templates

A service blueprint is, in essence, an extension of a customer journey map designed to assist with service design which in turn fits into the bigger picture of brand management.

Service Blueprint: Definition, Benefits & Examples

A visual representation using a diagrammatic format, depicting the relationships and interconnections between various elements within the system in focus.

System Relations Diagram

A written document capturing the scope, limitations, and boundaries of the system being studied, as well as identifying stakeholders and their roles.

Boundary Definition Document

A visual representation illustrating the hierarchical structure of the system, including various layers and their connections or dependencies on each other.

Hierarchical Layers Map

A textual description of the primary problems to be addressed within the context of the system and the specific goals or objectives of the giga-mapping exercise.

Problem Articulation and System Goals

A visual representation showing the historical development and key milestones of the system being examined, helping to provide context and understanding of its evolution over time.

Relevant Historical Timeline

A structured document or spreadsheet used to accumulate and organize relevant data and information gathered from various sources during the giga-mapping process.

Data Collection Sheet

A visual display or arrangement of synthesized information, identifying patterns, trends, and insights that have emerged through the giga-mapping process.

Synthesis Board

A set of potential future scenarios developed through the analysis of the giga-map, illustrating various possible outcomes and consequences based on the current understanding of the system.

Scenario Modeling

A consolidated report outlining key insights derived from the giga-mapping process and proposing an actionable plan to address identified problems or leverage opportunities within the system.

Insights Summary and Action Plan

A documented process for incorporating feedback and refining the giga-map, as well as the overall approach, to continuously improve understanding, accuracy, and effectiveness of the deliverables.

Iterative Feedback and Improvement

Giga-mapping is a comprehensive visualization method used for mapping complex problems, based on the principles of systemic design. It combines elements of mind maps, diagrams, user scenarios, and collages to provide a holistic understanding of the problem and its broader contexts.

This Giga-Map visually represents the complex relationships between the different modes of urban transportation (public, private, pedestrian, cycling, etc.). With interconnected elements such as infrastructure, user behaviors, environmental impact, policy, and more, this map aims to identify opportunities for improvements and innovation. It can help stakeholders understand and navigate the transportation ecosystem, fostering better decision-making processes.

Urban Transportation Giga-Map

This Giga-Map is an extensive visual representation of a country's healthcare system. It includes various aspects such as patient journey, service delivery, research, regulatory bodies, public health initiatives, and policies, among others. The visualization highlights different interdependencies and connections, allowing stakeholders and healthcare providers to better understand the entire system and identify areas for improvements and opportunities for collaboration.

Healthcare System Giga-Map

This Giga-Map captures the various components of sustainable agriculture. By incorporating factors like crop production, soil health, water management, biodiversity, social impact, and market systems, the map provides a holistic overview of the agricultural landscape. Stakeholders, policymakers, and industry professionals can use this Giga-Map to make informed decisions, identify opportunities for sustainable practices, and foster collaboration among different sectors and disciplines.

Sustainable Agriculture Giga-Map

The Educational Ecosystem Giga-Map showcases the interconnected relationships between various stakeholders within the education system; it includes elements such as governance, curriculum development, teaching methods, infrastructure, policy, funding, and technology. This comprehensive map helps policymakers, educators, and school administrators better understand the complex nature of the education system and identify areas for collaboration, improvement, and innovation.

Educational Ecosystem Giga-Map

Before starting the Giga-Mapping process, conduct preliminary research to understand the problem and its context. Gather information about the stakeholders, goals, and challenges involved. This step helps to form a clear understanding of the subject, which is essential for creating an effective Giga-Map.

Understand the problem and context

Define the extent of the Giga-Map by determining the boundaries and the scope. This includes identifying the elements and aspects that should be included, and those that are beyond the scope of the map. The scope should be broad enough to capture the complexity of the system, while also being manageable.

Determine the boundaries and scope

Collect relevant data and information related to the problem and its context. This may include quantitative data, qualitative insights, visual materials, previous research, and any other resources needed to understand the relationships and interconnections within the system. Assembling a diverse range of data sources is crucial to create a comprehensive Giga-Map.

Gather data and resources

Analyze the collected data and identify the critical elements and components within the system. Categorize these elements into groups or layers, which may be defined by a specific theme (e.g., stakeholders, resources, processes, infrastructure). This organizational structure will help when arranging and connecting the elements on the Giga-Map.

Identify and categorize elements

Begin creating the Giga-Map by placing elements and categories onto the layout. Use visual design principles to dictate the placement and overall visual balance of the components. Ensure that the elements are positioned logically and coherently, allowing for easy interpretation of the map.

Create a visual layout

Identify and explore the relationships, connections, and flows between the elements within the system. Connect the elements using lines, arrows, or other visual indicators that depict the nature of these interactions (e.g., hierarchical relationship, bidirectional flow). Capturing these connections will reveal patterns and interdependencies within the system.

Establish connections and relationships

Add notes, labels, and explanations to provide context and details, ensuring the map is informative and easy to understand. Continuously refine the Giga-Map by adjusting the layout, adding or removing elements, and reevaluating the connections. Iterate on the map until it accurately represents the complexity of the problem and its context.

Annotate and refine the Giga-Map

Share the Giga-Map with stakeholders, team members, and collaborators to gather feedback and insights. Engage in discussions about the map, identifying areas of interest, patterns, and potential solutions to the problem. The Giga-Map serves as a tool for facilitating dialogue and understanding, fostering a collaborative approach to problem-solving.

Share, analyze, and discuss

Utilize the Giga-Map in the decision-making process, identifying opportunities for intervention or improvement. Leveraging the comprehensive understanding of the system provided by the Giga-Map, propose and evaluate potential solutions, and develop a strategic plan for implementation.

Use Giga-Map to inform decision making

Systems Oriented Design | Gigamapping is super extensive mapping across multiple layers and scales with the goal of investigating relations

What is Gigamapping?

Systems Oriented Design | Rules of thumb for how to gigamap have emerged through years of experience producing gigamaps.

How to Gigamap

Giga-Mapping

A visual representation of all the touchpoints where users interact with a product or service, capturing the user's experience and emotions at each point.

Contact Points Map

An illustration of the user's journey, outlining the steps taken from their entry point till completion of an action or task.

User Flow Diagram

A list of problematic areas, obstacles, or frustrations experienced by users during their interaction with the product or service.

Pain Points Identification

A list of recommendations and potential solutions to address the identified pain points, enhancing the overall user experience.

Opportunities for Improvement

Fictional characters representing the different user groups, their needs, goals, and behaviors, offering insights to drive decision-making during the design process.

User Personas

A comprehensive understanding of the user's expectations and requirements at each contact point, allowing for a more empathetic and targeted design approach.

User Needs and Expectations

A diagram highlighting the relationships between various stakeholders involved in the user experience (e.g., internal teams, customer service, partners, etc.).

Key performance indicators (KPIs) defined to measure the success of implemented changes or improvements to the user experience.

Actionable Metrics

A comparison of the current experience with industry best practices and direct competitors, identifying areas of excellence and spaces for potential growth.

Benchmarking Report

A thorough evaluation of the user experience, detailing the findings from the contact points map analysis, identifying gaps or inconsistencies, and suggesting strategies for improvement.

UX Audit Report

Identify and visualize the service contact points to get a clear overview of the contact points and channels through which the service experience is formed.

This contact points map helps visualize the various touchpoints users interact with during their online shopping experience. The map is divided into three main stages: pre-purchase, purchase, and post-purchase.

**Pre-purchase**:
1. Search Engine: Users discover the online store via search engines like Google.
2. Social Media: Users encounter the store's advertisement on platforms like Facebook and Instagram.
3. Email Marketing: Registered users receive newsletters promoting new products.

**Purchase**:
4. Homepage: Upon visiting the website, the user starts exploring products.
5. Product Page: Detailed information about the product, such as images, specifications, and reviews.
6. Cart: Users add items to their cart before proceeding to checkout.
7. Checkout: Customers enter their billing, shipping, and payment details to complete the purchase.

**Post-purchase**:
8. Confirmation Email: Users receive a confirmation email detailing their order.
9. Shipping Updates: Users are kept informed via email or SMS about the shipping status.
10. Product Delivery: The package arrives at the customer's doorsteps.
11. Return/Refund: If the user is not satisfied with the product, they can initiate a return or request a refund.
12. Review: Users are encouraged to leave reviews and feedback on the product page or social media platforms.

Online Shopping Contact Points Map

This contact points map represents various touchpoints users encounter during their mobile app onboarding journey. The map is segmented into three main stages: app discovery, app installation, and app usage.

**App Discovery**:
1. App Store/Google Play Store: Users discover the app during their search in the app store.
2. Social Media Ads: Users notice the app advertisement on social media platforms.
3. Word of Mouth: Friends or family members recommend the app.

**App Installation**:
4. Download: Users download and install the app on their device.
5. Sign-up: Users are prompted to create an account or log in using existing credentials.
6. Permissions: The app requests necessary permissions for functionality, such as location or contacts.

**App Usage**:
7. Walkthrough: A brief tutorial shows users how the app works and its main features.
8. Profile Setup: Users customize their profile information with personal details, preferences, or avatars.
9. Main Interface: The user starts accessing the app's core functionalities and features.
10. Push Notifications: Users receive timely updates and information from the app via push notifications.
11. Support/FAQ: Users can access help resources or contact customer support for assistance.
12. Feedback and Reviews: Users have an option to provide feedback or rate the app in the app store.

Mobile App Onboarding Contact Points Map

Clearly define the objective of the Contact Points Map method to understand the specific purposes of the study, the target audience, and the scope of the research.

Define the Objective

Break down the customer journey into different stages such as awareness, consideration, purchase, usage, and loyalty. The stages should be linear and well defined.

Identify the Customer Journey Stages

List all the contact points between the user and the brand, product, or service throughout the customer journey, including digital channels, physical locations or materials, and person-to-person interactions.

Identify Contact Points

Create a visual representation of the contact points by plotting them against the stages of the customer journey. This could be done using post-it notes or digital tools. Group similar contact points together and connect points that have a direct relationship.

Create the Map

Evaluate the effectiveness of each contact point based on metrics like user satisfaction, conversion rate or any other relevant indicators. Rate each contact point using a scale (e.g., 1-5) to determine which ones are most successful and which ones need improvement.

Rate the Contact Points

Analyze the rated contact points to find areas of opportunity for improvement and potential pain points for users. Consider gaps within the customer journey stages where better supporting contact points may be needed.

Identify Opportunities and Pain Points

Create actionable strategies to optimize contact points based on the identified opportunities and pain points. Brainstorm solutions to enhance user experience, address pain points, and better facilitate the customer journey.

Implement the improvement strategies, then re-evaluate the Contact Points Map to assess the effectiveness of the changes. Make any further adjustments as needed.

Iterate and Refine

Understand similarities and differences among empathy maps, customer journey maps, experience maps, and service blueprints.

UX Mapping Methods Compared: A Cheat Sheet

A collection of articles and resources for UX mapping methods (e.g., journey maps, service blueprints, UX roadmaps, empathy maps)

UX Mapping Methods: Study Guide

Customer journey mapping can increase customer satisfaction scores and improve the image of your IT or service department.

Map customer journey touchpoints for better UX

Simplify your UX design process by using our easy-to-follow UX mapping guide. Learn about different methods and create effective user-centric designs for your products.

Guide to UX Mapping Methods

This involves creating a visual representation of the interactions between various parts of a service, including customers, employees, processes, and touchpoints. It aids in understanding the overall service experience and identifying areas for improvement.

Mapping Complex Service Interactions

Service Blueprint

Giga-Mapping

Contact Points Map

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