2023 Service Blueprint

Summary: Service blueprints visualize organizational processes in order to optimize how a business delivers a user experience.

Definition: A service blueprint is a diagram that visualizes the relationships between different service components that are directly tied to touchpoints in a specific customer journey.

A service blueprint corresponds to a specific customer journey and the specific user goals associated to that journey. This journey can vary in scope. Thus, for the same service, you may have multiple blueprints if there are several different scenarios that it can accommodate. For example, with a restaurant business, you may have separate service blueprints for the tasks of ordering food for takeout versus dining in the restaurant.

Service blueprints should always align to a business goal: reducing redundancies, improving the employee experience, or converging siloed processes.

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