Service blueprinting
A method for mapping a service end to end, showing what the user experiences alongside the frontstage and backstage work that makes it happen. Explained clearly by Nielsen Norman Group.
You can find here
- a definition and worked example
- the anatomy of a blueprint
- when to use one
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Related resources
Mapping what a person does, thinks and feels as they try to get something done across a service. Nielsen Norman Group's introduction covers the anatomy and the pitfalls.
A thorough guide to the whole family of alignment diagrams: journey maps, service blueprints, experience maps and mental model diagrams.
The free online companion to the book: over fifty methods for research, ideation, prototyping and facilitation, each with a step-by-step description.
Online whiteboard used widely for journey maps, blueprints and remote workshops, with a large library of service design templates.
A focused journey mapping tool with a free tier, popular with people who want something simpler than a whiteboard and lighter than a platform.
On designing experiences that unfold across channels and over time, with a strong emphasis on mapping and on the language of experience design.