Service Blueprint

All interactions that a service generates is portrayed (both interactions with the customer and back-office). The elements present in the service are described chronologically and are specified on how and when different actions should be taken to make the service possible.

This method can be used as a base together with other techniques in order to improve specific elements in the service process.

Additional reading
Bitner, Ostrom, and Felicia N. Morgan. “Service blueprinting: a practical technique for service innovation.” California management review 50.3 (2008): 66.

Shostack, G. Lynn. “How to design a service.” European Journal of Marketing 16.1 (1982): 49-63.