Service Blueprinting: Transforming the Student Experience.

The article discusses how service blueprinting can help higher education institutions in the U.S. in redesigning and reinventing their educational offerings and services based on students' experience. By transforming the student experience, institutions can create value for all stakeholders. Service blueprinting is a service design technique which can aid in innovating the student experience. In service blueprinting, higher education is viewed as a service or a service system. Some of the components of a service blueprint include physical evidence, customer actions, technology actions and contact employee actions.