Tool details
Service Blueprint
A detailed visualisation of the steps, with description of what happens frontstage and backstage + touch points throughout the entire service.
Tool category:
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When to use
When you want to ensure a holistic implementation of a service across different departments and areas.
Why you should
To create a common understanding internally in the organisation of what's necessary to deliver a service in the best possible way.
What you get
A service blueprint giving an overview of everything that is hidden and visible to the people using the service.
Steps to take
Describe how the people using the service is experiencing it (see User journey)
Describe how the interaction between front stage and back stage, touchpoints, production, technology, processes, technical support etc (see Service journey).
Collect both of these different layers from the top and down, and each row goes from left to right and shows the service over time.
Further reading
It is an important docuent that has to be created in collaboration with the organisation to ensure ownership and anchoring.
References & Links
