Service blueprint template

Plan a service experience and how it will be delivered by marketing, product, and support teams

Start from this template

On this page

Service blueprint

Service blueprint template FAQs

Template use cases

All

Design

Creating blueprints — visual maps of the service and all of its touch points — lets teams visualize the service, gain a more holistic perspective and better understand all of the moving parts.

This service blueprint template is ready to be duplicated and used in your own projects so you can start taking action right away.

The service blueprint template helps you:

Map every step and its associated stakeholder and elements across your service
Get alignment on processes with your team
Identify any issues and areas for improvement

How to use service blueprint template

To use Mural’s service blueprint template, built by Practical by Design, follow the steps outlined below.

Step 1: Define the scenario you wan to analyze

The first step is to outline the exact scenario you’re looking to analyze, adding a title and short description to the template that will make the purpose clear to all stakeholders.

Step 2: Use the legend to build out the steps and elements

Using the legend on the left side, fill out your blueprint across the different steps and elements. Begin with the steps, and then add touch points, actors (people engaging in the process), systems, policies, data streams, and more.

Step 3: Add phase timelines

Once you’ve got all the steps in place, add a phase timeline indicator to help delineate any different phases in the process or journey.

Step 4: Identify opportunities and areas for improvement

Once your current process data are in place across all the steps and elements, brainstorm and identify any issues or areas for improvement with your team.

Tips for running a service blueprint template exercise

To get the most out of your service blueprint template with your team, you should:

Use the resources inside the mural to answer any questions and familiarize yourself with the process before bringing in your team
Use features like tags for sticky notes or emoji reactions to add further details or emphasis to any of the steps or elements in your service blueprint
Keep your service blueprint up to date so that accurately reflects your process and track changes over time

Start from this template

Service blueprint template FAQs

What is the purpose of a service blueprint?

The purpose of a service blueprint is to provide a comprehensive and visual representation of the service delivery process. It helps teams understand the various touch points, interactions, and dependencies involved in delivering a service to customers. By mapping out the service blueprint, teams can identify potential pain points, bottlenecks, and areas for improvement within the service delivery process.

Service blueprints also facilitate collaboration and alignment among cross-functional teams. They provide a shared understanding of the service delivery process, enabling teams to work together to optimize and enhance the customer experience. Additionally, service blueprints can be used to communicate and align stakeholders, ensuring everyone involved in the service delivery process is on the same page.

In summary, the purpose of a service blueprint is to improve the overall service delivery process, enhance the customer experience, and foster collaboration among teams.

What is the difference between a customer journey map and a service blueprint?

While both customer journey maps and service blueprints are tools used in collaboration design, they serve different purposes and focus on different aspects of the customer experience.

A customer journey map is a visual representation of the customer's interactions and touch points with a product or service. It helps teams understand the customer's emotions, needs, and pain points throughout their journey. Customer journey maps are often used to identify opportunities for improvement and to align teams around a shared understanding of the customer experience.

On the other hand, a service blueprint is a detailed operational tool that focuses on the behind-the-scenes processes and interactions required to deliver a service. It maps out the various steps, actions, and interactions between different stakeholders, such as employees, systems, and physical touch points. Service blueprints help teams identify potential bottlenecks, inefficiencies, and areas for improvement within the service delivery process.

In summary, while customer journey maps focus on the customer's perspective and emotions, service blueprints provide a more holistic view of the service delivery process and the interactions between different stakeholders.

How do you build a service blueprint?

Building a service blueprint involves several steps:

Identify the service: Clearly define the service you want to blueprint. Understand its scope, objectives, and the key stakeholders involved.
Map the customer journey: Begin by mapping out the customer journey, identifying the various touch points and interactions the customer has with the service. This helps you understand the customer's perspective and emotions throughout the process.
Identify front-stage and back-stage actions: Differentiate between the front-stage actions (visible to the customer) and the back-stage actions (invisible to the customer) involved in delivering the service. This helps you understand the operational processes and interactions required.
Define support processes: Identify the support processes, systems, and resources required to enable the service delivery. This includes any technology, tools, or personnel involved in the process.
Map interactions and dependencies: Visualize the interactions and dependencies between different stakeholders, such as employees, systems, and physical touch points. This helps you identify potential bottlenecks and areas for improvement.
Analyze and optimize: Review the service blueprint and identify areas for improvement. Look for opportunities to streamline processes, enhance the customer experience, and eliminate any pain points or inefficiencies.
Iterate and refine: Service blueprints are not static documents. Continuously iterate and refine the blueprint as you gather feedback, implement changes, and improve the service delivery process.