Service Blueprint

The basis for the Service Blueprint is the As-Is Journey with the individual steps of the process. This is then supplemented with several more levels of the service concept in order to obtain as comprehensive a picture as possible, specifically customer activities, the activities of the service provider and documents or artifacts resulting from them. The focus is always on the interaction between the customer and the application.

The granularity of the blueprint is adapted depending on the situation and can, for example, include additional (“invisible”) activities that are not a direct part of the interaction process.

Nice to know:

The service blueprint provides a complete overview of the holistic process of collaboration between user and product. This can be used as the basis for developing an initial concept or prototype.