What is a service blueprint
A service blueprint is a diagram that shows how different components of a service — such as people, props, and processes — are related to specific touchpoints in a customer's journey. It's like a map that helps organizations understand how their services work and how they can improve them. Service blueprints are particularly useful for complex services that involve multiple touchpoints and departments.
They are created to align with specific user goals and business objectives, such as improving user or employee experience or streamlining processes.
A service blueprint typically consists of 6 components, including:
- Customer actions
- Frontstage actions
- Backstage actions
- Support processes
- Primary lines
- Secondary elements
Pro Tip: You may need to create multiple blueprints for the same service if there are different scenarios to accommodate. For example, a fashion retailer may have separate blueprints for online ordering vs in-store purchasing.
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