Service blueprint example

This simple service blueprint is an example of how you might lay out the layers of your service. There are many ways to create a service blueprint and adapt the structure to best represent and capture your context.

This is a table showing an example service blueprint. The top row is the journey of a customer ordering and eating a burger at a restaurant. Each column is a different step in the customer's journey. The remaining rows describe different parts of the service and the support provided at each step in the customer’s journey.

User steps The primary action someone takes when interacting with the service.	Decide and look up how to get to the restaurant	Arrive at the restaurant and order	Find a table and eat the burger	Clean up and leave the restaurant
Frontstage The online and offline interactions that users have with the service which includes the people, places, objects which users interact with.	Website Newspaper Radio Ad Address search	Parking Lot Building Lobby Signage Electronic menu Paper menu	Counter Cash register Card reader Electronic menu Paper menu	Paper goods Condiment counter Condiment containers Napkins Cutlery
Backstage Activities in the systems and processes that support the frontstage experience, but are not visible to users	Website maintenance Customer service support and staffing Branding and advertising activities	Staff support and scheduling Payment system Menu upkeep	Staff support and scheduling Dining area maintenance	Staff support and scheduling Waste collection
Support processes Activities executed by the rest of the organization or external partners — such as ongoing data management or software licensing — that don’t fall into the other rows	Advertising partnerships Website server support Branding and website efforts	Building license Food supply Gas, electricity, and water Food safety regulations Workers' union partnership Employee policies	Building license Food supply Gas, electricity, and water Food safety regulations Workers' union partnership Employee policies	Waste management contracts Customer service staff support and scheduling