Service blueprint

Prep time:

Variable

Run time:

Variable

People:

1+ (incl. 1 facilitator)

Contributed by:

Digital Service Design Office, Queensland Department of Transport and Main Roads

Stages:

DiscoveryAlphaBeta

A service blueprint is a diagram that visualises the relationships between different service components (people, infrastructure, communication, and materials) that are directly tied to touchpoints in a specific customer journey.

Service design is the activity of planning and organising people, infrastructure, communication, and material components of a service to improve its quality and the interaction between the service provider and its customers. It considers both the frontstage and backstage factors to create simpler, faster, and more joined-up services that deliver better customer experiences.

​The purpose of service design methodologies is to design according to the needs of customers or participants so that the service is user-friendly, accessible and relevant to customers.

Service blueprinting is the primary mapping tool used in the service design process. A service blueprint is a living document and should be updated as more information is discovered, or changes are made to service delivery.

When to make a service blueprint:

• When multiple agencies, divisions, branches, or teams contribute to a single customer service experience
• When you want to check whether your service is sufficiently human-centred
• When a service improvement is needed to improve the customer experience
• When a service is changing or needs to be re-designed
• When you’re transitioning from a high-touch service to a low-touch service (e.g. self-serve)
• When you need to create a shared understanding of a service from end-to-end

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