095 | Service Blueprint |
A visual representation allowing the designer and co-creators to share a bird’s-eye view of an existing or proposed service
- There are three main components to the Service Blueprint: frontstage (the experience of the service), backstage (inside the organization), and infrastructure (technology and resources needed for the service to exist).
- Frontstage aims to map and understand the different dynamics in which the user of the service and stakeholders in direct contact with him/her are involved.
- Backstage aims to map and understand interactions and exchanges within the team, organization, or institution that provides the service.
- Mapping infrastructure that enables the service helps to understand how a preferred avenue of production or resource management can be put into place to pinpoint areas of tension between intangible actors and tangible materials to improve the users’ service experience.
Contributed by Sofía Bosch Gómez and Marysol Ortega Pallanez
See alsoBusiness Origami • Service Design • Stakeholder Maps
Designers condense an overview of a service into a single visual blueprint that allows them to understand the full set of dynamics that regulate it.
Courtesy of Marysol Ortega & Sofía Bosch
A service analyzed through different stakeholders under the lenses of frontstage and backstage according to the service’s visibility from the user’s perspective, bridging the infrastructure of the service.
Service Blueprint adapted by Marysol Ortega Pallanez and Sofía Bosch Gómez from original by Denisse Gutiérrez, Diana Arvayo, and Miguel Medina