Service Blueprint
Service Blueprints may take different forms – some more graphic than others – but should show the different means/channels through with services are delivered and show the physical evidence of the service, front line staff actions, behind the scene staff actions, and support systems. They are completed using an iterative process – taking a first pass that considers findings from personas, journey maps, and location planning and then coming back to the blueprint to refine it over time. Often blueprints raise questions that cannot be readily answered and so need to be prototyped; for instance by acting out an interaction or mocking up a product. Generally, one blueprint should be created for each core service, according to the right level of detail for each.
Example and Tool
Service Blueprint Example – Downloadable example (PDF).
Service Blueprint Template – Editable template for your use. Please download as MS Word doc or log-in to your Google docs account to ‘Make a copy’ and edit directly.
- Guiding Principles
- Service Design Process
- ServicePlot
- Personas Overview
- Service Location Planner
- Journey Map Overview
- Service Blueprint
- Staffing Services
- Resources
- Tips for Success