What's a Service Blueprint?

A service blueprint is a visual tool that maps out the entire user experience of a service, detailing both the user’s interactions (what the user sees and does) and the underlying processes that support those interactions (what happens behind the scenes). It typically includes several key components: customer actions (the steps users take), frontstage interactions (visible touchpoints and interactions between users and the service), backstage activities (internal processes not visible to users), and support processes (additional resources or systems that enable service delivery). 

Service blueprints also often include lines that separate visible and invisible activities, such as the line of interaction and the line of visibility, clarifying which actions are seen by the user and which are not. By providing a comprehensive view of both the user journey and the operational workflow, a service blueprint helps teams identify pain points, improve service delivery, and ensure a seamless, user-centered experience. This tool is especially valuable for aligning cross-functional teams and optimizing complex services that span multiple channels or departments.