See the service behind the service.
A Service Blueprint helps you see what your customer experiences — and everything your business has to do behind the scenes to make that experience happen.
Imagine you're watching a movie.
You only see what happens on screen. But a huge amount of work happens behind the camera to make that scene possible.
“I ordered. It arrived. Easy.”
The customer sees the website, the WhatsApp message, the payment screen, the delivery and the final result.
Blueprint
“A lot more happened.”
Employees, processes, software, payments, notifications, approvals and support all worked together behind the scenes.
Start with the customer. Then look behind the curtain.
A simple blueprint follows the experience from the customer's point of view and then reveals what supports every moment.
Start with the customer
Write down what the customer actually does: searches, clicks, books, buys, receives or contacts you.
Look behind each moment
Ask: “What does my team need to do behind the scenes for this customer moment to happen?”
Connect the pieces
Connect people, processes, technology and proof so you can spot delays, gaps and broken experiences.
Follow one customer moment.
Choose a service. Pick something the customer does. Then see what has to happen behind it.
1. Choose a service
Pick something your business offers.
Food Delivery
Customer finds the service
This is the visible part of the experience.
These actions may be invisible to the customer.
These are the people, processes and systems supporting the moment.
Good services leave evidence that the moment was completed.
Can you see your whole service?
Tick the things you can clearly identify in your own customer experience.