# Service Blueprint ## Defining Service Blueprints Service Blueprints are based on a graphical technique that displays the process functions above and below the line of visibility to the customer: all the touchpoints (i.e. where the service and customer interact) and the back-stage processes are documented and aligned to the user experience ([Service Design Tools](http://www.servicedesigntools.org/tools/35)). {% hint style="warning" %} Think about a service like a theatre performance. The audience enjoys a show which appears to occur seamlessly, but behind the scenes, numerous people are actively performing backstage support activities, so the performance appears effortless to the audience. Similarly, in a service delivery experience, the 'end user' engages with specific touchpoints, but these are supported by a network of activities or infrastructure which supports a seamless user journey experience. A service blueprint visualizes a service so that elements of what users experience are combined with supporting elements that users are unaware of ([Service Design Playbook](https://www.ontario.ca/page/service-blueprints)). {% endhint %} ## Examples and Resources The purpose of a service blueprint is to: * Identify areas for change in a service delivery process * Provide a comprehensive overview of a new service or prototype * Highlight how different groups of people can best work together See the examples below for a service blueprint of a restaurant dining experience, and compare the current state and future state of the service. ![Example of a current state service blueprint for a restaurant. Source: MaRS Solutions Lab](https://3096219282-files.gitbook.io/~/files/v0/b/gitbook-legacy-files/o/assets%2F-LaRNBxYCwJtHxSBVQL5%2F-Lm4wZdkR-g8ksoIcfat%2F-Lm53LTIIrFhkzyEcpPP%2FScreen%20Shot%202019-08-12%20at%209.38.16%20AM.png?alt=media\&token=d38b284f-ffcd-4c4a-ae28-b027012ae304) ![Source: MaRS Solutions Lab](https://3096219282-files.gitbook.io/~/files/v0/b/gitbook-legacy-files/o/assets%2F-LaRNBxYCwJtHxSBVQL5%2F-LmGhDK21vD6Pe8dbrs0%2F-LmGhfA7QNwEkSXhFIp-%2FScreen%20Shot%202019-08-14%20at%203.58.33%20PM.png?alt=media\&token=55e85bb2-274c-4ecd-b191-597965e07de4) ![Source: MaRS Solutions Lab](https://3096219282-files.gitbook.io/~/files/v0/b/gitbook-legacy-files/o/assets%2F-LaRNBxYCwJtHxSBVQL5%2F-LmGhDK21vD6Pe8dbrs0%2F-LmGhp-YaDarjm1waVoy%2FScreen%20Shot%202019-08-14%20at%203.58.50%20PM.png?alt=media\&token=2d50cc69-5010-470e-b381-1bd79af73d37) {% hint style="info" %} ### Key Resources ***Service Design Playbook: Service Blueprints:*** Online playbook that describes service design blueprint and other tools used by the Government Ontario Digital Service to design for users: ***Service Design Tools: Service Blueprint:*** Online set of tools for Service Design with many examples of how a Service Blueprint is used: {% endhint %}