{"id":10597,"date":"2022-05-28T19:00:27","date_gmt":"2022-05-28T22:00:27","guid":{"rendered":"http:\/\/homadesign.co\/?p=10597"},"modified":"2024-09-18T15:18:26","modified_gmt":"2024-09-18T18:18:26","slug":"blueprint-de-servicos","status":"publish","type":"post","link":"https:\/\/homadesign.co\/en\/blueprint-de-servicos\/","title":{"rendered":"Blueprint de servi\u00e7o: entenda o que \u00e9 e por que utilizar essa ferramenta"},"content":{"rendered":"

H\u00e1 muitos termos e conceitos conectados ao Design de Servi\u00e7o (Service Design<\/a>) e, consequentemente \u00e0 inova\u00e7\u00e3o. Um deles \u00e9 o blueprint de servi\u00e7o, uma ferramenta bastante interessante para explorar todas as etapas de cria\u00e7\u00e3o e gerenciamento de um servi\u00e7o. Com ele, \u00e9 poss\u00edvel visualizar todas as fases da jornada do cliente, suas a\u00e7\u00f5es e rea\u00e7\u00f5es, al\u00e9m do que ocorre nos \u201cbastidores\u201d, ou seja, dentro da sua empresa.<\/span><\/p>\n\n\n\n

Desta forma, \u00e9 poss\u00edvel identificar exatamente o que est\u00e1 dando certo e o que \u00e9 preciso aprimorar nos processos de uma empresa.<\/strong> Enxergar o todo sob o olhar do cliente \u00e9 a op\u00e7\u00e3o mais inteligente para avaliar os servi\u00e7os de uma organiza\u00e7\u00e3o, e o blueprint de servi\u00e7o \u00e9 uma das metodologias utilizadas para esse prop\u00f3sito.<\/span><\/p>\n\n\n\n

O que \u00e9 blueprint de servi\u00e7o? Como nasceu o conceito?<\/span><\/h2>\n\n\n\n

Em 1984, a autora G. Lynn Shostack escreveu um artigo na revista Harvard Business Review, denominado \u201c<\/span>Designing Services That Deliver<\/span><\/a>\u201d, algo como \u201cProjetando Servi\u00e7os que Entregam\u201d, em tradu\u00e7\u00e3o livre. Neste artigo, Shostack, que, na \u00e9poca era executiva do setor banc\u00e1rio, aborda o qu\u00e3o pouco se falava na \u00e9poca sobre metodologias de avalia\u00e7\u00e3o de servi\u00e7os (quando as de produto j\u00e1 eram bastante comuns).<\/span><\/p>\n\n\n\n

Ela tamb\u00e9m descreve como os chamados <\/span>blueprint<\/span>s, projetos de arquitetura e constru\u00e7\u00e3o (assim denominados, pois eram geralmente desenhados em um papel de fundo azul, com linhas brancas), poderiam ser um modelo a ser utilizado para a an\u00e1lise de servi\u00e7os. <\/span><\/p>\n\n\n\n

O artigo aborda como <\/span>o uso do blueprint pode ajudar a<\/b> identificar problemas antes que eles aconte\u00e7am e tamb\u00e9m visualizar oportunidades<\/b>. Ou seja, o blueprint de servi\u00e7o \u00e9 \u00fatil n\u00e3o somente para desenvolver um novo servi\u00e7o, como tamb\u00e9m para analisar um servi\u00e7o em uso.<\/span><\/p>\n\n\n\n

Como construir um blueprint? <\/span><\/h2>\n\n\n\n

Basicamente, o modelo proposto por Shostack \u00e9 o seguinte (descri\u00e7\u00f5es de cada etapa abaixo):<\/span><\/p>\n\n\n\n

\"Service<\/figure>\n\n\n\n

1. Momentos da jornada<\/span><\/h3>\n\n\n\n

Aqui \u00e9 preciso preencher com todas as a\u00e7\u00f5es realizadas pelo usu\u00e1rio, desde quando ele descobriu o produto, at\u00e9 seu primeiro uso, depois o uso cont\u00ednuo, a percep\u00e7\u00e3o de alguma falha e o abandono, por exemplo. <\/span><\/p>\n\n\n\n

2. Pontos de contato\/Canais<\/span><\/h3>\n\n\n\n

Essa regi\u00e3o deve ser preenchida com os locais (website, loja, SAC, aplicativo, casa do cliente, etc.) onde ocorreram as a\u00e7\u00f5es do cliente, que devem ser descritas na interse\u00e7\u00e3o entre os momentos da jornada e canais de contato.<\/span><\/p>\n\n\n\n

3. A\u00e7\u00f5es da equipe<\/span><\/h3>\n\n\n\n

Aqui descreve-se tudo que \u00e9 realizado nos bastidores, ou seja, que n\u00e3o \u00e9 visualizado pelo cliente, em cada situa\u00e7\u00e3o. Por exemplo, quando o cliente liga para o SAC para fazer uma reclama\u00e7\u00e3o, como \u00e9 organizada essa situa\u00e7\u00e3o internamente, como ele \u00e9 atendido, o que se prop\u00f5e naquela situa\u00e7\u00e3o, etc.<\/span><\/p>\n\n\n\n

4. Outras informa\u00e7\u00f5es<\/span><\/h3>\n\n\n\n

O blueprint de servi\u00e7o n\u00e3o \u00e9 um modelo fechado e, portanto, cada organiza\u00e7\u00e3o o realiza da forma que melhor lhe servir, incluindo ou excluindo determinadas informa\u00e7\u00f5es. \u00c9 importante, no entanto, encontrar um equil\u00edbrio para que o blueprint n\u00e3o seja uma grande estrutura gen\u00e9rica, na qual n\u00e3o consegue se visualizar a jornada do cliente de maneira concreta, e nem um grande emaranhado de informa\u00e7\u00f5es desnecess\u00e1rias, tornando essa visualiza\u00e7\u00e3o do todo bastante dif\u00edcil. O segredo de um blueprint eficiente est\u00e1 na personaliza\u00e7\u00e3o de acordo com o objetivo de cada neg\u00f3cio. <\/span><\/p>\n\n\n\n

Quando usar o b<\/strong>lueprint de servi\u00e7o? Quais os passos depois de aplicar a ferramenta?<\/h2>\n\n\n\n

Agora que voc\u00ea tem uma vis\u00e3o completa da jornada de seu cliente<\/a>, \u00e9 preciso analis\u00e1-la. E isso depende do objetivo do seu blueprint. Se voc\u00ea est\u00e1 utilizando a ferramenta para abrir uma empresa, \u00e9 hora de vislumbrar poss\u00edveis falhas, quantas pessoas ser\u00e1 necess\u00e1rio contratar, quanto tempo levar\u00e1 para oferecer cada servi\u00e7o, quais os processos necess\u00e1rios, etc. <\/span><\/p>\n\n\n\n

J\u00e1 quando voc\u00ea est\u00e1 desenvolvendo o blueprint com o neg\u00f3cio funcionando, a an\u00e1lise ser\u00e1 feita para avaliar seu servi\u00e7o. A partir disso \u00e9 poss\u00edvel identificar onde est\u00e3o acontecendo erros e como mudar essas situa\u00e7\u00f5es. Preciso contratar mais gente? Preciso <\/span>treinar minha equipe<\/span><\/a>? Preciso adicionar algum ponto de contato? Preciso aprimorar algum processo devido a problemas? Com essas informa\u00e7\u00f5es, muitas decis\u00f5es estrat\u00e9gicas podem ser tomadas. <\/span><\/p>\n\n\n\n

O ideal para a realiza\u00e7\u00e3o do blueprint de servi\u00e7o \u00e9 a contrata\u00e7\u00e3o de uma consultoria especializada, como a <\/span>HOMA Design de Servi\u00e7o<\/span><\/a>, que vai conseguir transpor toda essa jornada do cliente a um modelo, e ajud\u00e1-lo a analisar as informa\u00e7\u00f5es. A HOMA tamb\u00e9m realiza a cocria\u00e7\u00e3o de estrat\u00e9gias, ou seja, junto aos seus colaboradores e lideran\u00e7as, elabora a\u00e7\u00f5es a serem testadas, testa as a\u00e7\u00f5es e, ao final, auxilia na sua implanta\u00e7\u00e3o.
<\/span>
Se quiser entender ainda mais sobre Bluperint de servi\u00e7o, acesse o material a seguir<\/a> e confira um template exclusive para aplicar no seu neg\u00f3cio. <\/strong><\/p>\n\n\n\n

\"blueprint<\/a><\/span><\/h2>","protected":false},"excerpt":{"rendered":"

H\u00e1 muitos termos e conceitos conectados ao Design de Servi\u00e7o (Service Design) e, consequentemente \u00e0 inova\u00e7\u00e3o. Um deles \u00e9 o blueprint de servi\u00e7o, uma ferramenta bastante interessante para explorar todas as etapas de cria\u00e7\u00e3o e gerenciamento de um servi\u00e7o. Com ele, \u00e9 poss\u00edvel visualizar todas as fases da jornada do cliente, suas a\u00e7\u00f5es e rea\u00e7\u00f5es, […]<\/p>\n","protected":false},"author":6,"featured_media":10839,"comment_status":"open","ping_status":"open","sticky":false,"template":"","format":"standard","meta":{"footnotes":""},"categories":[50],"tags":[],"class_list":["post-10597","post","type-post","status-publish","format-standard","has-post-thumbnail","hentry","category-conceitos"],"yoast_head":"\nBlueprint de servi\u00e7o: o que \u00e9 e por que utilizar essa ferramenta<\/title>\n<meta name=\"description\" content=\"O blueprint de servi\u00e7o \u00e9 uma ferramenta completa para mapear a jornada e experi\u00eacia dos clientes. 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Saiba como aplicar e ganhe um template!\" \/>\n<meta property=\"og:url\" content=\"https:\/\/homadesign.co\/en\/blueprint-de-servicos\/\" \/>\n<meta property=\"og:site_name\" content=\"HOMA\" \/>\n<meta property=\"article:published_time\" content=\"2022-05-28T22:00:27+00:00\" \/>\n<meta property=\"article:modified_time\" content=\"2024-09-18T18:18:26+00:00\" \/>\n<meta property=\"og:image\" content=\"https:\/\/homadesign.co\/wp-content\/uploads\/2019\/10\/blueprint-de-servicos-1024x683-1.jpg\" \/>\n\t<meta property=\"og:image:width\" content=\"1024\" \/>\n\t<meta property=\"og:image:height\" content=\"683\" \/>\n\t<meta property=\"og:image:type\" content=\"image\/jpeg\" \/>\n<meta name=\"author\" content=\"Maria Fernanda Belatto\" \/>\n<meta name=\"twitter:card\" content=\"summary_large_image\" \/>\n<meta name=\"twitter:label1\" content=\"Written by\" \/>\n\t<meta name=\"twitter:data1\" content=\"Maria Fernanda Belatto\" \/>\n\t<meta name=\"twitter:label2\" content=\"Est. reading time\" \/>\n\t<meta name=\"twitter:data2\" content=\"4 minutes\" \/>\n<script type=\"application\/ld+json\" class=\"yoast-schema-graph\">{\"@context\":\"https:\\\/\\\/schema.org\",\"@graph\":[{\"@type\":\"Article\",\"@id\":\"https:\\\/\\\/homadesign.co\\\/blueprint-de-servicos\\\/#article\",\"isPartOf\":{\"@id\":\"https:\\\/\\\/homadesign.co\\\/blueprint-de-servicos\\\/\"},\"author\":{\"name\":\"Maria Fernanda Belatto\",\"@id\":\"https:\\\/\\\/homadesign.co\\\/#\\\/schema\\\/person\\\/ed3d20d2b27d5a30520f3d0b05e2a015\"},\"headline\":\"Blueprint de servi\u00e7o: entenda o que \u00e9 e por que utilizar essa ferramenta\",\"datePublished\":\"2022-05-28T22:00:27+00:00\",\"dateModified\":\"2024-09-18T18:18:26+00:00\",\"mainEntityOfPage\":{\"@id\":\"https:\\\/\\\/homadesign.co\\\/blueprint-de-servicos\\\/\"},\"wordCount\":838,\"commentCount\":0,\"publisher\":{\"@id\":\"https:\\\/\\\/homadesign.co\\\/#organization\"},\"image\":{\"@id\":\"https:\\\/\\\/homadesign.co\\\/blueprint-de-servicos\\\/#primaryimage\"},\"thumbnailUrl\":\"https:\\\/\\\/homadesign.co\\\/wp-content\\\/uploads\\\/2019\\\/10\\\/blueprint-de-servicos-1024x683-1.jpg\",\"articleSection\":[\"Conceitos\"],\"inLanguage\":\"en-US\",\"potentialAction\":[{\"@type\":\"CommentAction\",\"name\":\"Comment\",\"target\":[\"https:\\\/\\\/homadesign.co\\\/blueprint-de-servicos\\\/#respond\"]}]},{\"@type\":\"WebPage\",\"@id\":\"https:\\\/\\\/homadesign.co\\\/blueprint-de-servicos\\\/\",\"url\":\"https:\\\/\\\/homadesign.co\\\/blueprint-de-servicos\\\/\",\"name\":\"Blueprint de servi\u00e7o: o que \u00e9 e por que utilizar essa ferramenta\",\"isPartOf\":{\"@id\":\"https:\\\/\\\/homadesign.co\\\/#website\"},\"primaryImageOfPage\":{\"@id\":\"https:\\\/\\\/homadesign.co\\\/blueprint-de-servicos\\\/#primaryimage\"},\"image\":{\"@id\":\"https:\\\/\\\/homadesign.co\\\/blueprint-de-servicos\\\/#primaryimage\"},\"thumbnailUrl\":\"https:\\\/\\\/homadesign.co\\\/wp-content\\\/uploads\\\/2019\\\/10\\\/blueprint-de-servicos-1024x683-1.jpg\",\"datePublished\":\"2022-05-28T22:00:27+00:00\",\"dateModified\":\"2024-09-18T18:18:26+00:00\",\"description\":\"O blueprint de servi\u00e7o \u00e9 uma ferramenta completa para mapear a jornada e experi\u00eacia dos clientes. 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