Service Blueprinting Key

Use these layers as a checklist to blueprint the surface-to-core of each step of your scenario.
You can have more than one of each layer type listed under each step, or none if not relevant.

Step Definition Information

A plain-words, short Observations or facts
description of what is that are important to
happening in the step. note to add detail to the
step.

Touchpoint Metric
The what/where of the Data or statistics that
interaction of the help us understand the
step—what is the actor step better.
interacting with?

Actor Question
The end-user Questions about this
experiencing the service, step that need to be
or any service staff or followed up on.
other people involved in
the step.

System Critical Moment

The technology, Potential or actual
hardware, infrastructure, breakdowns of the
or processes that service experience that
support this step. are sources of pain for
end-users.

Policy Opportunity
The rules or regulations Ideas or “ah-ha” insights
that dictate why about how you could
something is a certain improve the service
way in this step. experience or service
delivery.

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