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Introduction
It is a method used in service design to describe
and analyze a proposed service.

A picture map that visually portrays the service

system –
Process of delivery
Role of customers & employees
Visible elements of the service

It breaks down a service into logical components

& easily definable tasks & steps.

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Major steps in Service Blueprinting

 Establish boundaries for the service and decide on

the level of details needed.
 Identify and determine the sequence of customer
and service actions and interactions.
 Develop time estimates for each phase of the
process, as well as time variability.
 Identify potential failure points and develop a
plan to prevent or minimize them, as well as plan
to respond to service errors.

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Service Blueprint for making a saving
deposit using a teller
Customer action Arrive Approach Submit the filled Receives a Gives Receives the
form with the stamped passbook updated
(line of amount receipt passbook
information)

Contact person Teller Teller takes the form Teller stamps Receives the Gives the
updates the amount in the filled form, passbook , updated
(line of visibility) the customer account retain the updates it passbook
bank’s part and back to the
returns the customer
customer’s part
back to the
customer

Support Banking software, Printer

Cashier

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Service Blueprint for applying for a
home-loan equity
Customer Submit Downloads Send document Schedule Submit Loan
action online/call & sign the meeting Documents is
authorization funded
form

Contact Calls back to Verifies the form Meets the Verifies the On
persons confirm details customer documents approval
loan is
funded

Backstage Online Postal service Auditor

contacts

Support Bank

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