Key activities highlight the behind-the-scenes processes that a company needs to execute in order to offer its value proposition. This could include manufacturing, marketing, distribution, or customer support. For example, a food delivery service may have key activities such as sourcing ingredients, preparing meals, and delivering them to customers. These activities are essential to the service's value proposition of providing convenient and delicious meals to busy customers.

To better understand the key activities a business needs to provide, use service blueprints to map out the connections between front-end customer experiences and back-end processes. Journey maps can also be used to track which internal stakeholders are involved in each step of the customer journey. Prototypes can help identify and test internal processes, as well as interactions between the company and its users at different levels.