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Understand How A Service Is Implemented By The Company And
Used By The Customers

Increase The Effectiveness Of Service Delivery And Gain Differentiation

Physical Evidence

What customers (and even employees) come in contact with?

  • These are the manifestations of the touchpoints that customers interact with.
  • These include physical devices, electronic software, and face-to-face interactions.
Customer Actions

What are the activities that a customer performs while interacting with a service?

  • These are the choices, activities and steps a customer takes to interact with an organization’s service to reach a particular goal.
  • Customer actions are derived from research or a customer-journey map.
Onstage Touchpoints

What are the actions that occur directly in view of the customer?

  • These are the actions of the organization that are visible to the customer.
  • A line of visibility separates onstage touchpoints from backstage actions.
  • Each time a customer interacts with a service (through an employee or via technology), a moment of truth occurs.
  • During these moments of truth, customers judge your quality and make decisions regarding future purchases.
Backstage Actions

What are the steps and activities that occur behind the scenes to support onstage happenings?

  • These are the internal service provision mechanisms of the organization that are not visible to the customer, but that directly impact the customer experience.
Support Processes

What are the internal steps, and interactions that support the employees in delivering the service?

  • These are internal processes that indirectly impact the customer experience.
  • These processes can include interactions between the organization and partners or third-party suppliers.
Help us understand where you are in your journey Do you Use Service Blueprint in your organization?

Customer Journey Mapping Can Help You Align your organization capabilities and strategy
around customer needs

When Should We Use
Service Blueprints?
Service Blueprints
How Does a Service
Blueprint Differ from a
Customer-Journey Map?
Service Blueprint
Who Should Be Involved in
Service Blueprinting?
Who Should Be Involved in Service Blueprinting?
End Customers, Employees and Partner Segments Do you serve multi-sided markets?
Workshop Outcomes

Instrumental in complex scenarios spanning many service-related offerings

Workshop Outcome

Think of service blueprints as a part two to customer journey maps. Blueprinting is an ideal approach to experiences that are omnichannel, involve multiple touchpoints, or require a cross functional effort

  • Blueprinting exposes the big picture and offers a map of dependencies, thus allowing a business to discover a weak leak at its roots.
  • Similarly, Blueprints help identify opportunities for optimisation. The visualisation of relationships in blueprints uncovers potential improvements and ways to eliminate redundancy.
  • Blueprinting is most useful when coordinating complex services because it bridges cross department efforts. Blueprinting helps businesses capture what occurs internally throughout the totality of the customer journey thus giving them insight to overlaps and dependencies that departments alone could not see.

Step to Take Now

Send us a brief note about your needs and we can design workshop around your unique needs.

If you are customer-centric talk to us

Your Workshop Preferences

Do you Use Service Blueprinting in your organization?
Do you serve multi-sided markets?