The Value Proposition Canvas and Service Blueprint templates come preset under the Value Refinement phase and describe what value a solution brings to its customers. The Value Proposition Canvas captures what customers need and how the solution answers it. The Service Blueprint maps the processes and systems that deliver it.
For an overview of all templates and phases, see Solution Design Templates.
Prerequisites
You have access to the project either as Project Owner or Project contributor. Refer to Roles and Permissions for Solution Design for information on what each role can do.
For the Service Blueprint: the Business Service, Business Process, and Application Service object definitions are available in your repository.
Open a View
From the Basic workflow package:
Create a project with the Basic workflow. See Create a New Project.
On the right side of a deliverable in the Value Refinement phase, click the
to create or connect a View.Click Create view
For detailed instructions on connecting a view, refer to Connect a View to a Deliverable.
Value Proposition Canvas
The Value Proposition Canvas has two components: the Customer Segment and the Value Proposition. Fill it in with FreeShapes; structured repository data is not needed yet.
NOTE: The canvas applies to a Change originating from an Idea, so the Idea must exist before you start.
Open the Value Proposition Canvas template.
To edit, click the pencil
icon in the top-right corner. Refer to Add Objects to Architecture Views for instructions on adding and editing objects in the view.On the right side, under Customer Segment, list Customer Jobs: the tasks the customer is trying to get done in the area this change addresses.
On the left side, under Value Proposition, add Product & Services: the current products and services the customer uses to address the customer's jobs.
Under Customer Segment, document Gains and Pains: the gains and the pains expected for the customer.
Under Value Proposition, define Gain Creators and Pain Relievers: the improvements that create gains or relieve pain.
The canvas now shows how the solution's value proposition matches the customer segment.
TIP: Annotate the canvas and add graphics or iconography to keep it readable for stakeholders.
Service Blueprint
The blueprint maps a business service from the customer's perspective and creates the first structured objects of the design. Each swimlane takes its own content type:
Open the Service Blueprint template.
To edit, click the pencil
icon in the top-right corner. Refer to Add Objects to Architecture Views for instructions on adding and editing objects in the view.In the Customer actions lane, map the customer's journey step by step with FreeShapes, from first need to final result (for example, from requesting support to receiving an answer). The customer can be internal or external.
In the Evidence lane, add the tangible items the customer encounters at each step, such as a form or a ticket, with FreeShapes.
Everything below the line of interaction is your organization's side of the journey.In the Front-of-stage interactions lane, add the services the customer interacts with directly, using Business Service objects.
In the Back-of-stage interactions lane, add work the customer does not see, with FreeShapes. This lane can remain empty if all the work is done in processes and systems.
In the Supporting processes lane, add the internal processes that deliver the service, using Business Process objects.
In the Supporting systems lane, add the IT services those processes use, using Application Service objects.
The blueprint now connects the customer journey to structured objects that carry through the rest of the design.
TIP: Update the blueprint regularly as the service evolves.