Overview

Map the full experience of a service — from what customers see to what happens behind the scenes — with this service blueprint template. Service blueprints are the gold standard for designing and improving service experiences, revealing the people, processes, and systems that deliver value at every customer touchpoint.

Key Features

• Five-layer structure: Customer Actions, Frontstage, Backstage, Support Processes, and Physical Evidence
• Swim-lane layout with one row per service layer
• Touchpoint markers linking customer actions to delivery steps
• Pain point and opportunity flags for improvement areas
• Timeline axis for mapping the full service journey end to end

How to Use

1. Start with the Customer Actions row — map the steps a customer takes from first contact to completion using Cards or sticky notes
2. Below each customer action, add the Frontstage interactions (employee or system touchpoints visible to the customer)
3. Add the corresponding Backstage processes below the line of visibility — what happens that customers never see?
4. Fill in Support Processes and systems that enable the backstage work
5. Use red sticky notes to flag pain points and green notes for opportunities — then prioritize using dot voting with your team

Benefits

Most service problems are invisible until they're mapped. A service blueprint makes the whole system legible — so you can fix the real causes of bad experiences instead of just patching the symptoms.