This article was co-written by Izac Ross, Lauren Chapman Ruiz, and Shahrzad Samadzadeh
Recently, we introduced you to the core concepts of service design, a powerful approach that examines complex interactions between people and their service experiences. With this post, we examine one of the primary tools of service design: the service blueprint.
Today’s products and services are delivered through systems of touchpoints that cross channels and blend both digital and human interactions. The service blueprint is a diagram that allows designers to look beyond the product and pixels to examine the systems that bring a customer’s experience to life.