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Service design is defined as the activity of planning and organizing a business resources: people, tools, processes-- in order to improve not just the customer experience, but even more: the employees experience. Service blueprinting is the primary tool we use in this service design process. So what is a service blueprint? Its a diagram that visualizes the relationships between different service components; in other words: just a visual narrative that depicts how an organization is delivering the service. If you currently use customer journey maps, just think of service blueprints as that part II. Theres four essential pieces of a service blueprint that all service blueprints must have. The first being customer actions; this is what drives your blueprint. If you already have a customer journey map, use that content. This is what your user is doing throughout your service. Next are frontstage actions. This is how your company interacts with your user. They can be human-to-human, li
