Service Blueprint - Visualize and understand the entire service network

1. Service Blueprint

2. GOAL
Visualize and understand the entire
service network

3. Base
Designing services that deliver
G. Lynn Shostack

4. Used for
know the complete journey
ensure standards
see all physical evidences
isolate weak points
find opportunities

5. The structure
moments of the journey
costumers’ actions
touch points | channels
front stage
backstage

6. The structure
touch points
channels
moments of the journey
back stage
customers’ actions

7. Examples

8. Examples

9. Examples

10. Examples

11. Examples

12. References
A Service Blueprinting: A Practical Technique for Service Innovation (PDF)
Design Council (PDF)
Design Services That Deliver
Heller de Paula
Service Design Tools
Service Design Wikispaces
The Noun Project
Tool Hub