Service Blueprint

illustrate what process steps, technology, and resources will be required to deliver a service to the customer.


what is a service blueprint?



Components of a service blueprint

The Service Blueprint breaks the service process down into smaller components such as the customers’ journey, customer touch points, resources, and support. Additionally, the Service Blueprint distinguishes between “on stage” and “off stage” employee activities, helping to detail critical handoffs and understand cross-functional relationships within the organization. As such, the Service Blueprint closely resembles a swimlane map which uses line (or lanes) to highlight ownership and interactions and arrows to illustrate flow of activities, handoffs, and points of integration.

Design Thinking Service Blueprint
Design Thinking Service Blueprint

Download the Free "Service Blueprint" Template (PDF)

Purchase the template to customize for your own organization

All of our tools and templates are available in Word or PowerPoint format to allow organizations to purchase and customize the templates to their brand standards.

An organization needs to understand the steps necessary to bring a product or service to the customer, and that is where the Service Blueprint comes in. By properly implementing the service Blueprint, organizations will understand how to deliver the product or service, how the customer will interact with the product or service, and who needs to be involved in the process. This topic is a core concept of applying creative problem-solving through design thinking. To learn more about design, please visit our Introduction to Design Thinking Course.

The Design Thinking course teaches a creative problem-solving that will give any professional an advantage in their industry or career.


  • Designers or Product Development professionals that are motivated to bring innovative new products and services to their business and customers.
  • Consultants who want to offer their clients a model for applying creative problem-solving to help address business challenges.
  • Human Resource professionals seeking to develop more human-centered solutions to support workforce members while driving higher levels of employee engagement.
  • Members of Leadership who are wishing to gain competitive advantage by differentiating their business’s products and services.
  • Individuals or Teams that are searching for new ways to solve complex problems by placing the customer’s needs at the center of their solutions.
Design Thinking Training, continuous improvement certifications

This course will help expose the learner to various design thinking tools and mental models – all with the emphasis on innovating through creative problem-solving.


Our objective is to provide the learner with practical tools for applying a versatile 3-step design thinking process within their organizations. Through this framework, the learner will be able to reframe problems from the customer’s perspective. With this perspective in mind, the learner will drive improvements around the customer experience using tools such as deep-dive interview, journey mapping, empathy mapping, and rapid prototyping.

Need help introducing use of a Service Blueprint at your organization?

Schedule a 30 minute coach call today and let’s talk through the details. 

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