The Service Blueprints by Shostack

Service Blueprints, developed by G. Lynn Shostack, are visual diagrams that outline the components of a service. They illustrate the interactions between customers and service providers, detailing both the visible aspects of service delivery (like customer actions) and the behind-the-scenes processes (like employee actions and systems). This framework helps businesses identify potential improvements, ensuring a seamless experience. By clarifying roles, responsibilities, and touchpoints, service blueprints enhance understanding of how services operate, ultimately leading to improved customer satisfaction and operational efficiency.