Service Blueprint

A Service Blueprint is a detailed visual tool that maps out the entire customer journey, highlighting interactions between customers, front-stage (visible) actions, back-stage (invisible) processes, and supporting systems. It helps organizations understand and optimize the customer experience from end to end.

This template is ideal for UX designers, product managers, service designers, and business leaders who want to improve customer experiences by identifying inefficiencies, gaps, and opportunities within their service processes. 

How To use This Template:

1. Customize Journey Phases:
   Begin by tailoring the journey phases to match your customers' actual experiences. We've provided a standard set of steps for a typical commerce journey, but your customers may follow a different path. Modify or add phases based on your research to ensure they accurately reflect your customer's journey.

2. Define Customer Goals:
   Under each journey phase, state the customer’s goal. This helps clarify their intentions and aligns your organization’s actions to support those goals.

3. Fill in the Main Body:
   Populate the main rows with insights from your customer and employee research:

• Customer Actions

• Front Stage Actions

• Back Stage Actions

• Supporting Systems