If you’ve been involved in user experience or researched some of its methods and best practices, then you’re probably well aware of Nielsen Norman Group. They’re a consulting agency best known for their research, reports and training highlighting what’s been proven to work in usability and showcasing examples of interfaces that utilize best practices and those that don’t.
As with most UX practitioners, they are making their way into the area of design thinking and have recently released the following video highlighting the key components of service blueprints, one of our favourite tools to use when designing great experiences, particularly in more complex service environments.
If you need to explain to a stakeholder group what a service blueprint is, this video might help. Adding to what NN/g is highligthing in the video, we’d also be sure to include ‘pain points’, ‘opportunities’ and even ‘platform’ or ‘system’ to ensure you can assess the efficiency of the service you’re delivering in a given environment.