Strategy

Service Blueprint

Service blueprints map both customer-facing ('frontstage') and behind-the-scenes ('backstage') activities. This exercise maps dependencies and reveals operational gaps. Expect to spend about 2 hours.

Duration
2 hours
Group Size
12-18
Category
Strategy
Difficulty
Easy
Energy
Medium

Objectives

Participants will map customer touchpoints. Participants will map supporting backstage processes. Participants will identify systems and dependencies. Participants will reveal improvement opportunities.

Outcomes

A completed service blueprint will show frontstage and backstage elements. Customer actions will connect to supporting processes. Expect to identify service improvement opportunities.

Step-by-Step Instructions


  1. Journey Selection (10 min): Choose the journey to blueprint. 2. Frontstage Mapping (30 min): Map customer touchpoints and actions. 3. Backstage Mapping (40 min): Map supporting processes and systems. 4. Dependency Analysis (25 min): Identify connections and gaps. 5. Opportunities (15 min): Identify improvement areas.

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Facilitator Tips

Ensure operations are represented in the room. Encourage participants to map the current state honestly, not an idealized future state.

Pre-Work

For Facilitators

  • Review participant profiles and expectations
  • Prepare all materials and supplies
  • Test technology and room setup

For Participants

  • Complete pre-session survey
  • Review background materials
  • Prepare examples or case studies

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Materials Required


  • Large blueprint canvas

  • Sticky notes (multiple colors)

  • Markers

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Resources & Templates

NNGroup - Service Blueprinting Guide
Comprehensive guide to service blueprinting from NNGroup.
Service Blueprint - Service Design Tools
Official service design tools guide with methodology and examples
Service Blueprint Template - Interaction Design Foundation
IxDF guide to service blueprint templates with downloadable resources
Service Blueprint: Definition, Example & Templates - UXtweak
Comprehensive guide with templates for creating service blueprints with step-by-step instructions
Service Blueprinting: A Digital Template - NN/g
Nielsen Norman Group digital template and guide for remote blueprinting workshops
Service Design Tools - Blueprint
Service design tools guide to blueprinting.

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