Steve Hamilton

Service blueprints are powerful tools for visualizing the entire service experience—frontstage and backstage. This session will explore how service blueprints help teams align around a shared understanding of how services are delivered, uncover pain points, and identify opportunities for improvement. You'll learn the key components of a blueprint, including customer actions, touchpoints, support processes, and systems. Through real-world examples and practical tips, discover how to use service blueprints to bridge silos, drive better cross-functional collaboration, and create seamless experiences for both customers and employees. Whether you're in design, operations, product, or strategy, this session will give you the tools to: 

• Understand the key elements of a service blueprint that align frontstage and backstage operations  
• Map and visualize complex service interactions to identify gaps and inefficiencies in the customer experience 
• Facilitate better collaboration across teams by creating a shared understanding of the service delivery process 
• Address pain points in both the customer journey and internal processes to improve customer and employee satisfaction