> For the complete documentation index, see [llms.txt](https://mars-solutions-lab.gitbook.io/living-guide-to-social-innovation-labs/llms.txt). Markdown versions of documentation pages are available by appending `.md` to page URLs; this page is available as [Markdown](https://mars-solutions-lab.gitbook.io/living-guide-to-social-innovation-labs/seeing/design-research/service-blueprint.md).

# 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](/files/-Lm53LTIIrFhkzyEcpPP)

![Source: MaRS Solutions Lab](/files/-LmGhfA7QNwEkSXhFIp-)

![Source: MaRS Solutions Lab](/files/-LmGhp-YaDarjm1waVoy)

{% 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: <https://www.ontario.ca/page/service-blueprints>

***Service Design Tools: Service Blueprint:*** Online set of tools for Service Design with many examples of how a Service Blueprint is used: <http://www.servicedesigntools.org/tools/35>
{% endhint %}