Service Blueprint
A service blueprint is a persona's path through the journey of
a service or product. It is different from a user journey in that it
includes all of the touchpoints of an entire service, even those that
the user might not see or be aware of.
Typically the journey starts on the left and flows to the right as
the user interacts with all the touchpoints of the service. These
touchpoints are made up of cross-cutting swimlanes represented
by various stakeholders, tools, or platforms that are required to
deliver the service to the user. You can use the service blueprint
to link up how each of these contributes to the journey, and
identify any dependencies or interactions that require attention
for the service to function. Adapted from Service Design Toolkit
(http://www.servicedesigntoolkit.org/).
07
40-60mins
Aly Blenkin & Ellie Ereira
