Service Blueprinting in Practice: Who, When, What

UX practitioners associate the term “service blueprinting” with an artifact, framework, or collaborative tool. Those surveyed used service blueprints early on or near the end of the product-design lifecycle.

Summary: UX practitioners associate the term “service blueprinting” with an artifact, framework, or collaborative tool. Those surveyed used service blueprints early on or near the end of the product-design lifecycle.

Service blueprints map out the relationship between various service components (people, processes, and props) and customer touchpoints. The process of creating a service blueprint is just as beneficial as the output (the artifact itself). Service blueprinting, as a process, fosters communication with crossfunctional teams, creates alignment on intangible services, and gives teams a sense of their contribution to the end-to-end customer experience. As tangible artifacts, service blueprints can be used to identify and communicate service weaknesses or redundancies, serve as a guiding source of truth, and inform organizational roadmaps.

Research Method

To understand how service blueprints are used in practice, we surveyed 97 practitioners across industries (B2B, B2C, finance, government, healthcare, nonprofit, etc.). Their responses helped us answer the following questions:

Future articles will address additional research findings.