Service blueprints are visual documents that detail the entire process of consuming and delivering a service through multiple customer touchpoints and staff actions. They follow a customer's journey across touchpoints and can show backstage processes. To create a blueprint, start with mapping the customer journey and highlighting all touchpoints. Then generate different customer journeys to identify unique touchpoints on various channels. This allows the blueprint to specify each individual aspect of a service.

1. BLUEPRINT
Service blueprints are a way to specify and detail each 1. Start with the customer journey. This is the easiest way to
individual aspect of a service. They are visual documents that detail the process of how a service operates
can detail the entire process and actions involved in consuming 2. Start to highlight touchpoints involved in the customer
and delivering a service. journeys so that you can look at what needs to be created to
deliver the service
It follows a customer’s actions across multiple touchpoints. 3. You can then generate multiple journeys to start pulling
It can also detail staff actions and back stage processes. out different touchpoints as they occur on different channels.
FINDING OUT WHAT ARE PLANNING
WHAT IS THE FINDING OUT MAKING A RECEIVING GO TO FESTIVAL FESTIVAL MORE EXIT FEEDBACK /
WHAT’S ON - THE EXTERNAL PURCHASING THE FESTIVAL
USER DOING? FESTIVAL EXISTS DECISION TICKETS VENUE NAVIGATION IN MOTION INFORMATION FESTIVAL FOLLOW UP
SCOPING FACTORS? EXPERIENCE
CUSTOMER
JOURNEY MAP
HIGHLIGHT THE
TOUCHPOINTS
CHANNELS
POST
SMARTPHONE
PHONE
EMAIL
SPACES
PRINT
WEB
LINE OF VISIBILITY 1
STAFF
ACTIVITY
LINE OF VISIBILITY 2
SYSTEM
ACTIVITY FESTIVAL
DESIGN
DNA