Service Blueprint Template
Map the processes that drive a service experience – and find ways to improve!
About the Service Blueprint Template
Service blueprints are useful tools for understanding and designing a service experience – and finding ways to improve it. Learn more about them and start creating your own using Miro's free service blueprint template.
What is a service blueprint diagram?
The service blueprint diagram was first introduced by G. Lynn Shostack in 1984. Shostack wanted to find a way to visualize the steps that go into a service process, taking into account the customer’s perspective. Service blueprint diagrams make it simpler for teams to design new processes or improve existing ones.
To create a service blueprint diagram, map out each process and actor that contributes to the customer experience, from in-house contributors to third-party vendors. Service blueprint templates generally contain five elements:
Physical evidence, such as brick-and-mortar stores, websites, customer receipts, or emails.
Customer actions, like visiting your website, placing an order, or asking a customer service question.
Frontstage (visible) employee actions, such as sending confirmation emails or answering customer questions.
Backstage (invisible) employee actions, such as writing website content or filling orders.
Support processes, like third-party delivery systems or vendors who provide software or supplies.
When to use a service blueprint template
Teams use service blueprints for a variety of applications. Many draw them up to make it easier to transfer knowledge across teams and to new team members. By clarifying roles and processes, you can reduce silos and inefficiencies. Service blueprint diagrams also allow you to compare your company’s services with competitors’, or to bridge the gap between how you want your service to function and how it functions currently.
Service blueprint template advantages
Service blueprints are scalable and flexible, showing as much or as little detail as you want, from overviews to complex steps. Team members working on intricate processes can easily lose sight of the bigger picture or how actions affect other departments, fellow team members, or customers. Once you zoom in on current functions, you can more easily diagnose and address issues and fill gaps.
How to create your own service blueprint template
It’s easy to create your own blueprint template. Miro allows you to build, share, and iterate. Get started by selecting the service blueprint template, then take the following steps to make one of your own.
1. Start with a customer scenario. Whether you’re mapping an existing process or creating one from scratch, it’s crucial to start with the customer service scenario that you’d like to investigate. If you can, interview customers to gain a realistic perspective of the scenario.
2. Map out the experience. Now, plot the actions that the customer will take, in chronological order.
3. Build out the map. Once you have the customer’s journey mapped out, it’s time to build out the rest of the story. Lay out the processes, actors, support systems, and technologies that exist behind the scenes.
4. Dive into roles and responsibilities. Miro’s whiteboard allows you to customize your map with colors, visuals, and more. Use these tools to parse out roles and responsibilities. Specify lines of interaction, where the customer interacts with your service or employees; lines of visibility, where your organizational processes become invisible to the customer; and lines of internal action, where employees who don’t come in contact with the customer nevertheless step in to support the service.
5. Illustrate cross-functional relationships. Miro’s tools help you add more detail to your service blueprint by including arrows. Use arrows to illustrate relationships and dependencies that cross-cut various steps in the map. Most people like to use a single arrow to indicate that a role flows in that direction, while a double arrow means that two roles are interdependent.
Dive even deeper into how to make a service blueprint – and see examples – in our expert guide to servicing blueprinting.
Why is service blueprint important?
The service blueprint template can provide a complete overview of ongoing performance and identify opportunities to improve customer experience and, therefore, positively impact your business or organization.
What are the components of a service blueprint?
The service blueprint template originally is made of 5 components: physical evidence, customer actions, frontstage and backstage employee actions, and support process.
Why is service blueprint important for service type of businesses?
The blueprint template is essential when you want to identify the visible and not visible interactions between your customers and your services, touchpoints and optimize customer experience and consumer journey.
Get started with this template right now.
Product Brief Brainstorm Template
Works best for:
Product , Product Management
The Intelligent Product Brief Brainstorm template in Miro is crafted to supercharge your product development process. One standout benefit of this template is its AI-powered capabilities that elevate your brainstorming sessions. Not only does it help in organizing and capturing ideas, but it also provides additional insights and solutions, ensuring a thorough and innovative approach to problem-solving. This intelligent feature significantly cuts down the time spent on synthesizing information, allowing teams to concentrate on refining and implementing the best ideas, ultimately leading to more effective and efficient product development.
Empathy Map by Pino de Francesco
Works best for:
Research & Design, Market Research
The Empathy Map template helps you understand your users' needs, behaviors, and experiences. By visualizing what users think, feel, see, hear, and do, you can gain deep insights into their motivations and pain points. This template is essential for creating user-centered designs and improving customer experiences.
One Page Product Strategy
Works best for:
Product Management, Planning
The One Page Product Strategy template condenses complex product strategies into concise, actionable plans. By providing a structured framework for outlining goals, target markets, and key initiatives, this template enables product teams to align on strategic objectives efficiently. With sections for defining value propositions, competitive differentiators, and success metrics, it facilitates strategic decision-making and execution. This template serves as a roadmap for driving product development efforts and achieving business objectives effectively.
Salesforce Flow Builder
Works best for:
Flowcharts, Mapping, Diagrams
The Salesforce Flow Builder template offers a visual tool for designing and automating business processes within the Salesforce platform. It provides elements for creating flowcharts that represent process flows, decision logic, and data transformations. This template enables Salesforce administrators and developers to streamline workflows, improve productivity, and enhance user experiences. By promoting automation and efficiency in Salesforce process design, the Salesforce Flow Builder empowers organizations to leverage the full potential of the Salesforce platform and drive business success effectively.
User Flow Example
Works best for:
Flowcharts, Mapping, Diagrams
The User Flow Example template offers a visual representation of a typical user flow within a digital product or service. It provides elements for documenting user interactions, navigation paths, and decision points along the user journey. This template enables UX designers and product teams to understand user behavior, identify pain points, and optimize the user experience. By providing a concrete example of user flow, the User Flow Example template serves as a valuable reference for designing intuitive and engaging digital experiences that meet user needs effectively.
Example Mapping Template
Works best for:
Product Management, Mapping, Diagrams
To update your product in valuable ways—to recognize problem areas, add features, and make needed improvements—you have to walk in your users’ shoes. Example mapping (or user story mapping) can give you that perspective by helping cross-functional teams identify how users behave in different situations. These user stories are ideal for helping organizations form a development plan for Sprint planning or define the minimum amount of features needed to be valuable to customers.