The service blueprint is the tool that functions as the structural backbone of a desired customer journey. Taking the desired customer journey as a starting point, it drills down to the core of the organisation. It maps out what internal activities, processes and systems are needed to deliver the desired customer experience across different departments and channels.
The service blueprint gives our IT people an indication of what is required to deliver the desired journey.
— Nico Claij
Business Representative, Rijkswaterstaat
Need a blueprint for your service?
Service Design toolkit
Customer journey mapping