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Service blueprint 0:28
A 28-second explainer of Service blueprint, narrated over the same demo you can try yourself.
Try the interactive Service blueprint demo
What this video covers
A service blueprint is a diagram that maps a service across stacked layers: what the customer does, what they see and interact with (frontstage), what happens behind the scenes (backstage), and the support systems underneath - all aligned with the journey steps and divided by the line of visibility. It extends a journey map downward, revealing the staff, systems, and processes that deliver each moment.
A journey map shows the customer's steps; the blueprint adds everything underneath each one - the frontstage, the line of visibility, the backstage staff and the support systems. Suddenly you can see exactly where the machine breaks: the handoff between two backstage systems that drops the order. That vertical view, beneath the line of visibility, is what makes a service blueprint a tool for fixing the invisible failures, not just the visible ones.
