Service Blueprint

The service blueprint is the tool that functions as the structural backbone of a desired customer journey. Taking the desired customer journey as a starting point, it drills down to the core of the organisation. It maps out what internal activities, processes and systems are needed to deliver the desired customer experience across different departments and channels.

The service blueprint gives our IT people an indication of what is required to deliver the desired journey.

— Nico Claij Business Representative, Rijkswaterstaat
Need a blueprint for your service?

Design Research

Transformation Program

UX Research

Value Proposition

Maturity Scan

Employee Experience


Customer Journey Mapping

Need Based Personas

Brand Strategy