Service blueprint

Customer journey maps and service blueprints both visualize experiences, but from different angles. Customer journey maps show the experience from the customer's perspective, focusing on what they see, feel, and do. They capture the emotional and practical reality of interacting with your product or service.

Service blueprints add layers beneath the customer experience to show how it's delivered. They map the frontstage (what customers see) and backstage (internal processes, systems, and people that enable the experience). This includes employee actions, support systems, and technical and data infrastructure.^[1]

Used together, they create a complete picture: journey maps ensure you're solving the right problems from the customer's viewpoint, while blueprints reveal all the moving parts that need coordination to deliver better experiences.