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Service Blueprinting

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As the name suggests, Service Blueprinting is particularly well suited for service prototypes. These are in fact described in a uniform and structured manner using this method. This results in a blueprint, which is made up of the following different components:

Physical clues
Patient admission to a hospital, for example, is a physical cue for the patient. These often provide insights into a service event.

Customer activities
This is about the specific actions that a customer goes through as part of a process. Using patient admission as an example: filling out admission forms.

Frontstage activities
These are the activities that are often directly opposite the customer activity and are thus provided by the service provider. Example: initial examination at hospital admission.

Backstage activities
These are actions that are in direct relation to the respective customer, but which the service provider performs in the background and thus invisibly for the customer, for example the billing of a treatment or the stay in a hospital.

Supporting activities and systems
This refers to all steps and systems that are not directly related to the individual customer, but are necessary for the overall service. In the example of the hospital, for example, the sterilization of surgical instruments or the computer system for treatment data.

Registered users will find a detailed description of how to use the method in a meeting or workshop context in the next section. Registration is free of charge.

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