Service Blueprint

Orchestrate the props, people & processes needed to support the customer throughout their journey

Service Blueprint

How to use this map

Questions prompting the use of this map:

  • How do we visualize the relationship between service components that are tied to the touchpoints in our customer journey?
  • Which components are customer facing & which are not; how do these relate to each other, as well as to technological & other processes?
  • How do we design and coordinate our team and infrastructure for supporting the CX we want to deliver? How do we de-silo?
  • How do we know we have all of the channels of delivery staffed and integrated with one another?
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