Strategy

Service Blueprint

Service blueprints map both customer-facing ('frontstage') and behind-the-scenes ('backstage') activities. This exercise maps dependencies and reveals operational gaps. Expect to spend about 2 hours.

Duration
2 hours
Group Size
12-18
Category
Strategy
Difficulty
Easy
Participants will map customer touchpoints. Participants will map supporting backstage processes. Participants will identify systems and dependencies. Participants will reveal improvement opportunities.
A completed service blueprint will show frontstage and backstage elements. Customer actions will connect to supporting processes. Expect to identify service improvement opportunities.
Ensure operations are represented in the room. Encourage participants to map the current state honestly, not an idealized future state.

  1. Journey Selection (10 min): Choose the journey to blueprint. 2. Frontstage Mapping (30 min): Map customer touchpoints and actions. 3. Backstage Mapping (40 min): Map supporting processes and systems. 4. Dependency Analysis (25 min): Identify connections and gaps. 5. Opportunities (15 min): Identify improvement areas.

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For Facilitators

  • Review participant profiles and expectations
  • Prepare all materials and supplies
  • Test technology and room setup

For Participants

  • Complete pre-session survey
  • Review background materials
  • Prepare examples or case studies

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  • Large blueprint canvas

  • Sticky notes (multiple colors)

  • Markers

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