SERVICE BLUEPRINT
Project:
Team:
Version & Date:
Brief instructions: The Service Blueprint is a chronological
representation of the processes in which the respective effects Lewrick / Link / Leifer
are worked out with the customer. The Service Blueprint
creates a common understanding of the interactions and The Design Thinking Toolbox
processes that influence customer satisfaction, goal More tips & tricks for this template on book page: 203 978-1-119-62919-1
achievement and efficiency.
Use Case/process
Describe the considered action. The action is detailed by superordinate steps. It may be necessary to focus on
one process step for the blueprint or to fill out the template several times.
1) Actions
Determination of important actions
or process elements
2) Touchpoints
Definition of the most important
points of contact between
users/customers and the company
3) Actors
Determine which actors
are involved.
4) Visible activities
Definition of activities and process
steps visible to customers/users
visibility line
5) Invisible activities
Definition of activities and process steps
not visible to customers/users
6) Risks
Where are the risks and possible
problems? Select these elements
Findings
Derivation of concrete tasks or projects to improve the points
found.
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