Service blueprints are a service design method that allows teams to visually map out the front-stage (what the customer sees) and the back-stage (internal teams and processes) in order to have a clear picture of the service delivery model—all the processes and requirements of providing a product or service to customers. Through identifying the steps that both customers and employees take in the process, areas of friction and improvement can be identified.
Service blueprints are the result of user research and information gathering around current state operational models. These two activities combine to better understand the needs and behaviours of people currently participating in the service delivery process, which is then consolidated into a set of blueprints and journeys.
In the strategy stage of redesigning a service, service blueprints are invaluable for their capacity to systematically understand and map the often complex steps involved in service delivery.