Service Blueprint

GOAL

Visualize and understand the entire

service network

Base

Designing services that deliver G. Lynn Shostack

Used for

know the complete journey

ensure standards

see all physical evidences

isolate weak points

find opportunities

The structure

moments of the journey

costumers’ actions

touch points | channels

front stage

backstage

The structure

touch points channels

moments of the journey

back stage

customers’ actions

Examples

Examples

Examples

Examples

Examples

References

A Service Blueprinting: A Practical Technique for Service Innovation (PDF) Design Council (PDF) Design Services That Deliver Heller de Paula Service Design Tools Service Design Wikispaces The Noun Project Tool Hub