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Service blueprint example

This simple service blueprint is an example of how you might lay out the layers of your service. There are many ways to create a service blueprint and adapt the structure to best represent and capture your context.

This is a table showing an example service blueprint. The top row is the journey of a customer ordering and eating a burger at a restaurant. Each column is a different step in the customer's journey. The remaining rows describe different parts of the service and the support provided at each step in the customer’s journey.

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User steps
The primary action someone takes when interacting with the service.

Decide and look up how to get to the restaurant Arrive at the restaurant and order Find a table and eat the burger Clean up and leave the restaurant

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Frontstage
The online and offline interactions that users have with the service which includes the people, places, objects which users interact with.

  • Website
  • Newspaper
  • Radio Ad
  • Address search
  • Parking Lot
  • Building
  • Lobby
  • Signage
  • Electronic menu
  • Paper menu
  • Counter
  • Cash register
  • Card reader
  • Electronic menu
  • Paper menu
  • Paper goods
  • Condiment counter
  • Condiment containers
  • Napkins
  • Cutlery

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Backstage
Activities in the systems and processes that support the frontstage experience, but are not visible to users

  • Website maintenance
  • Customer service support and staffing
  • Branding and advertising activities
  • Staff support and scheduling
  • Payment system
  • Menu upkeep
  • Staff support and scheduling
  • Dining area maintenance
  • Staff support and scheduling
  • Waste collection

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Support processes
Activities executed by the rest of the organization or external partners — such as ongoing data management or software licensing — that don’t fall into the other rows

  • Advertising partnerships
  • Website server support
  • Branding and website efforts
  • Building license
  • Food supply
  • Gas, electricity, and water
  • Food safety regulations
  • Workers' union partnership
  • Employee policies
  • Building license
  • Food supply
  • Gas, electricity, and water
  • Food safety regulations
  • Workers' union partnership
  • Employee policies
  • Waste management contracts
  • Customer service staff support and scheduling

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