Service blueprint

A service blueprint shows everything that makes a service work, both what customers see and what happens behind the scenes. The example follows booking, arriving and joining a class.

Each column is a step. The rows show the customer’s actions, the frontstage staff and screens they interact with, and the backstage work and systems that support them.

The "line of visibility" separates what customers see from what they don’t. Blueprints help teams find gaps between the two.