Setting the stage for your workshop means reinforcing the goals, sharing the scopes of each blueprint, and getting everyone comfortable with the process.
- Your workshop is about to start. You have all sorts of people in the room from different areas of your company, including a few who might outrank you. No pressure, right? Here's what I've learned. For your service blueprinting workshop to lead to the kinds of insights, ideas and solutions you want, you need a group of highly energized, engaged and open-minded people. And it's all about setting the right expectations. I suggest three steps to set the stage for a successful event.
First, you need to share why you're all there. Whatever the reason, it's important, sell it! For our retail store, Jeanie's Gems, we're there to make things easier for our customers to do business with us. Reinforce the goals of blueprinting in general. Like, how it helps us see the big picture view of the customer's experience. And, how it's a visualization to help us align all our teams and actions. You want everyone there to understand you're rolling up your sleeves and doing what needs to be done to create a better experience for your customers, your employees and your organization.
And why should everyone there care? Because happier customers lead to more loyalty, more retention, more revenue, better results for your business. Next, describe what your specific goals are for the workshop. Maybe you have four challenges to solve or you want to create ideas for the future customer journey. Share those goals up front with your attendees. You'll want to introduce the specific scope of each blueprint you'll be working on in the workshop. I like to paint the picture of not just the challenges but also what the solutions can do for our customers and our organizations.
For example, I might say, today we're focusing on how to make it easier for Jeanie's Gems customers, who order online and pick up in the store. Our goal is to make this as seamless as possible for our customers and to create better processes for our employees. You can be a big part of making it easier for everyone. Finally, share the agenda for the day. I recommend you start with one scope to walk through together as a group. That way, everyone gets hands on experience with the blueprinting process.
After that first round, your big group will be separated into smaller groups of three to five people ideally. Each group will work on one scope you've identified. You'll end the day, by sharing your ideas with the larger group, creating a list of winning ideas. This will ultimately give you an action plan for your service experience. This workshop should lead to big ideas, problems solved and new questions for the future. The way to get there is to encourage your attendees to challenge the status quo on behalf of your customers.
Taking it one step at a time, with thoughtful preparation will lead to the successful outcomes you're looking for.