services and methods

Service Blueprint

The basis of the Service Blueprint is the Customer Journey, with its individual steps. This is expanded on several levels in order to obtain the most comprehensive picture of the service concept. In most cases, in addition to the individual phases of the Customer Journey, the customer’s activities, those of the provider, and the documents from these activities are displayed. The focus is on the interaction between the customer and supplier.

The activities of the provider are additionally divided into visible, invisible, as well as preparatory and enabling activities. This structure allows for concretely planning implementation of the service concept, and its granularity can also be adapted as needed.


Service Blueprint provides a comprehensive overview of a service concept. This can be used as implementation basis.