You will need

service blueprint template, post-its, images and photos of contact points


1 hour


2–4 colleagues


2 – all details must be included

Use when...

  • you need a comprehensive overview of the service

Do not use when...

  • you do not have a chart of the internal processes


  1. Name all the places where the user gets in touch with your service and write them to post-its.
  2. Include everything (desks, phones, e-mails, social networks, newsletters, advertising boards).
  3. Divide the means of communications: online, face-to-face, unilateral or bilateral communication, or create your own category.
  4. Assign a typical action associated with a particular point of contact.
  5. Describe which processes are, together with actions, visible from the user’s point of view.
  6. Do not forget to include the processes, such as the supporting ones, which take place behind the scenes or in your information system that cannot be seen from the user’s perspective.
  7. Identify the critical points where the service commonly fails.

Keep in mind that...

  • Service Blueprint will serve as a basis for further research or when planning Customer Journey Mapping.

Find out more

In the analysis phase, you can use the following methods…

When you need to process the data to create a prototypical user

Download the book Service Design in Libraries

It includes detailed descriptions of case studies from both the Czech Republic and Norway.

Download the book  

Get the design methods card set

You will always have a ready help, which will tell you how to proceed, and which tools to prepare.

Get the card set