Service Blueprinting

A visualization technique used in service design that maps the customer’s actions and experience alongside frontstage (visible) employee actions, backstage processes and supporting resources, often distinguishing lines of interaction, visibility and internal support to identify dependencies, failure points and improvement opportunities.

A process‑mapping method that explicitly visualises customer‑facing (front‑stage) interactions, line‑of‑visibility, back‑stage processes, support functions and physical evidence across a service journey to identify dependencies, failure points and redesign opportunities for improved service design and delivery.