Engaging in service blueprinting allows comparison between the experience users have with a healthcare product, service, or experience, and the underlying operational processes that substantiate those experiences.

Service blueprinting includes visual depictions of various users and their actions, as well as interactions within a service, helping to identify where internal processes may fall short in creating an impactful experience.

Use service blueprinting to think critically about the experience of users and what happens below the surface—and how those actions and interactions enhance (or, more importantly, hinder) the quality of the experience patients have when they engage with your services. 

We recommend conducting the appropriate user research prior to engaging in this exercise. This activity requires a deep knowledge of patient-facing experience and operational process.

Be cognizant of your organization’s policies and procedures when conducting research.

HOW to Get started

  1. Build a high level framework for your blueprint. Consider and select a product, service, or experience to analyze from the perspective of the user and the healthcare organization.
  2. Brainstorm and identify all users involved in the experience—including patient-facing and ‘behind the scenes’ support staff. Keep in mind the range of users involved— from the patient and their system of support to both clinical and non-clinical staff. Determine key qualities, characteristics, and contexts that are important to consider when interacting with your product, service, or experience.
  3. Create low-level personas— fictitious personalities reflective of a user group. Next, select a persona to "bring to life." List out who they are and what they care about. Think about how you would describe a close friend or family member—their values, beliefs, motivations, and personality. Give them a name, a face, and a story.
  4. Map out the step-by-step experience intended by the organization—including the behind-the-scenes support to deliver on the experience.
  5. "Walk through" the experience from the vantage point of your user and identify all issues and opportunities to enhance their experience. Consider what goes on behind the line of direct interaction with the user.
  6. Use these insights to focus on, and prioritize within, your topic of exploration. Share findings with your team in order to fuel action that will support enhancing both the process and experience.

Service blueprinting is an in-depth exercise requiring substantial time to complete effectively. Determine the level of depth at the start. It is helpful to narrow your focus to a specific interaction—such as transferring patient medical records. Have a clear purpose in mind when engaging in this exercise and be sure to involve the necessary team players to develop an accurate and up-to-date blueprint.