A service blueprint is an operational tool that visualizes the relationships between different service components — people, props (physical or digital evidence), and processes — to optimize the service delivery. It details every step in the service delivery process, assigning actions to various roles and delineating what is visible to the customer (above the line of visibility) and what occurs behind the scenes (below the line of visibility). By organizing these elements across a two-dimensional grid, the service blueprint clarifies how multiple components and activities interconnect to create a holistic service experience.
Service Blueprint
Detailed mapping of all actions, actors, and touchpoints in the service delivery lifecycle.
What stage of the design process are you at?
Implementation
Who would you like to engage in the design process?
Stakeholders
What aspects of the service are you working on?
Experience
What types of representation you'd like to use?
Map
Use it to
- Map out the user journey and touchpoints within the service ecosystem.
- Identify all roles involved in service delivery and their interrelated actions.
- Visualize front-stage (customer-facing) and back-stage (operational) activities.
- Uncover inefficiencies and areas for improvement in service processes.
- Enhance coordination among different service delivery agents and departments.
- Analyze and re-engineer service workflows for greater efficacy and customer satisfaction.