Service Blueprint Key

Use these “layers” on each step of your blueprint’s scenario to build down the “surface to core” aspect
of each step. Use this list as a checklist and ask yourself on each step “Which of these apply and would
be valuable in this moment?”

Step Definition Observation/Fact

A plain-words descriptor of Statements that are important
1 what happens in the step. 6 to note and add detail to the
overall step.

Touchpoint Metric/Data Callout

The what/where of the step’s Data that helps illuminate the
2 interaction.
7 step’s context or importance.

Actor Follow-up Question

The journeyer and/or support Our questions about a step
3 actors of the step.
8 that need to be noted and
followed up on.

System Critical Moment

What makes this step “go”. Critical moments that are the
4 Technology, hardware,
processes.
9 sources of pain and experience
breakdown.

Policy/Rule Idea
Rules that dictate why Ah-ha realizations on things
something is a certain way. to improve or fix for broader
5 Intangible. 10 impact.

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