Service Blueprint for Customer Onboarding
Creating a service blueprint diagram for the onboarding process in order to improve the initial user experience.
Problem statement
Numerous customers expressed dissatisfaction with the initial user experience on the platform. New users within customer organizations conveyed a sense of confusion, while expert users found the onboarding process in the user interface to be disjointed and unclear.
Solution
A service blueprint diagram outlining the customer onboarding process helped identify inefficiencies that lead to poor experience for both new and expert users.
Early draft of the full service blueprint diagram.
Example of customer journey step diagram created based on the service blueprint.
Mapping persona to onboarding journey steps.
Intended audience
Product team
Customer Success team
Customer Implementation team
Lead product designer
My responsibilities
Defining the approach to create the service blueprint diagram.
Developing the initial draft of the blueprint.
Iterating on the draft through collaboration with Product Design and Customer Success.
Tailoring the blueprint to address specific use cases for the product team.
Project constrains
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Frequent changes in customer integration methods.
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Difficulty in meeting diverse customer customization needs.
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Poor communication between sales, customer success, and product teams.
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Challenges in understanding the customer's organizational structure.
Design process
To develop the first version of the customer onboarding service blueprint, I undertook the following steps:
Conducted interviews with sales engineers.
Analyzed documentation of the onboarding process.
Collaborated in brainstorming sessions with Product leadership.
After completing the initial draft, I worked closely with the product design team to experiment with various diagram formats. This effort was aimed at enhancing the blueprint's effectiveness and clarity. Subsequently, I created several iterations of the service blueprint, each tailored to different platform use cases. This approach proved beneficial for the Product team, enabling them to gain a clearer understanding of team objectives and to identify potential areas for collaboration with other departments, including Customer Success and Sales.
The service blueprint diagram serves as a dynamic and evolving tool. It is consistently updated to reflect the changing needs of the data management platform.
Outcomes
The onboarding service blueprint diagram has been instrumental in several key areas:
Unified team goals: aligning product team objectives.
Shared vocabulary: establishing a common understanding of onboarding.
Cohesive operations: boosting team effectiveness.
Efficient new member onboarding: streamlining new member integration.