At StrongStart, we believe every service should deliver clarity and results—not complexity. One of the biggest challenges in designing and delivering exceptional services is breaking down the journey into actionable, repeatable steps. This is where service blueprinting shines. However, traditional approaches can feel daunting, especially when dealing with diverse customer types and needs.
We’ve developed a 5W+H Framework to simplify service blueprinting, making it accessible, scalable, and aligned with StrongStart’s values. This approach breaks every interaction into six critical questions: Who, What, When, Where, Why, and How. Let’s dive in.
What is the 5W+H Framework?
The 6W+H Framework structures service blueprinting into actionable components that answer the most fundamental questions about your service process:
- WHO: The stakeholders involved at each stage.
- WHAT: The actions or tasks being performed.
- WHEN: The timing or sequence of events.
- WHERE: The context or location of the interaction.
- WHY: The purpose and outcomes of each step.
- HOW: The processes and methods that make it happen.
This method creates a clear roadmap for every stage of your service, ensuring that no detail is left unexamined.
Why Use the 5W+H Framework?
- Clarity for All Stakeholders: It ensures everyone—your team, customers, and partners—knows their role and what to expect.
- Scalability: Whether you’re blueprinting for one customer type or twenty, this framework adapts easily.
- Customer-Centric: By focusing on the customer’s perspective (Why and What), it keeps their needs front and center.
- Simplicity and Efficiency: Modular, repeatable components reduce overwhelm and focus on the most impactful parts of your service.
How to Apply the Framework
Step 1: Break the Service into Key Stages
Identify the main stages of your service delivery. For example:
– Onboarding
– Delivery
– Support
– Follow-up
Step 2: Answer the 5W+H for Each Stage
For each stage, answer these questions:
– WHO: Who are the stakeholders (customer, team, partners)?
– WHAT: What is being done or delivered?
– WHEN: When does this interaction happen? What are the deadlines?
– WHERE: Where does this step occur (physical, virtual, system)?
– WHY: Why is this step important, and what is the outcome?
– HOW: How is it executed (process, tools, systems)?
Step 3: Map It Out
Use a simple table or diagram to map each stage. For example:
| WHO | WHAT | WHEN | WHERE | WHY | HOW |
|---|---|---|---|---|---|
| Client PM | Complete onboarding form | Within 2 days | Client Portal | Prepares data for dashboard setup | Automated email with form link |
| StrongStart PM | Build initial dashboard | Within 48 hours | Internal CRM + Portal | Gives client visibility into progress | Use dashboard template; assign tasks |
| Support | Answer setup questions | During onboarding | Email or Zoom | Ensures smooth transition | Weekly Q&A via Zoom or chatbot |
Step 4: Iterate and Improve
Once the blueprint is in place, review it with your team and customers. Use feedback to refine and improve processes over time.
An Example: Onboarding with StrongStart
Let’s apply the framework to a key stage: onboarding.
- WHO: The client’s project manager (PM) and StrongStart’s onboarding team.
- WHAT: The client fills out an onboarding form; the team builds the initial dashboard.
- WHEN: Form completed within 2 days; dashboard ready in 48 hours.
- WHERE: Client portal for form submission; internal CRM for dashboard setup.
- WHY: The onboarding form ensures all necessary data is collected upfront, preventing delays.
- HOW: An automated email links to the form; completed forms trigger internal task assignments.
By answering these six questions, we simplify the process while ensuring every stakeholder understands their role.
The StrongStart Difference
At StrongStart, we focus on more than just processes—we focus on people. The 5W+H Framework isn’t just a tool; it’s a mindset. It ensures our services are as intentional, adaptable, and customer-focused as the solutions we deliver.
Ready to simplify your service delivery? Start by asking the right questions: Who, What, When, Where, Why, and How.
Next Steps
- Want to learn more? Check out our latest projects on MODAL or contact us to discuss how StrongStart can simplify your services.
- Need a template to get started? Reach out, and we’ll share our blueprinting tools!