Service Blueprint: See What Customers Don't See.
A customer might see one simple action. Behind that action, your business could be doing ten different things. A Service Blueprint helps you see the whole picture.
Imagine you're watching a movie.
The customer sees the actors on the screen. But an entire crew is working behind the scenes. A service works the same way.
👀 What the customer sees
This is the part of your business the customer experiences directly.
⚙️ What your business does
Behind that simple experience are people, systems, processes and decisions.
Inventory
Staff
Delivery
Just ask three simple questions.
You don't need to start with complicated diagrams. Start with the customer and work backwards.
What does the customer do?
Start with the action the customer takes. For example: “places an order.”
What does the customer see?
Identify the website, employee, message, screen or physical experience they interact with.
What happens behind it?
Now uncover the people, systems and processes that make that customer moment possible.
Build a Service Blueprint in 3 easy steps.
Choose a service, click what the customer does, and we'll show you what is happening behind the scenes.
Food Delivery
Let's see what happens behind an order.
👤 What does the customer do?
Choose a moment in the experience.
Place the order
Here's what is happening behind this moment.
Now try it yourself.
Tick the things you can clearly see in your service.
Your blueprint is just starting.
Start by identifying what your customer does and what they see.