Phase B, Business ArchitectureDerived from Nielsen Norman Group

Service Blueprint

Show how one service is delivered across customer, frontstage, backstage and support lanes, separated by the three canonical lines.

All tools

Service blueprint: deliver a new connection at London Grid Distribution

A Nielsen Norman Group service blueprint maps one journey step per column across five lanes, from the evidence a customer can touch down to the support processes that keep the service running.

Service blueprint: deliver a new connection at London Grid Distribution A Nielsen Norman Group service blueprint for the deliver a new connection service at London Grid Distribution. Five lanes run top to bottom: physical evidence, customer actions, frontstage staff and system actions, backstage actions and support processes. Dashed separators mark the line of interaction, the line of visibility and the line of internal interaction. Four journey steps run left to right from application through quotation and site works to energisation, with thin vertical connectors linking each step across the lanes. Source: Nielsen Norman Group service blueprinting. Application Quotation Site works Energisation Line of interaction Line of visibility Line of internal interaction Physical evidence Customer actions Frontstage staff and system actions Backstage actions Support processes Connection portal page Quotation letter Site notice Energisation certificate Submits application Reviews quotation Grants site access Receives power Portal confirms receipt Assessor issues quotation Field team attends site Capacity study run Design approved Works scheduled GIS capacity data Asset register records Billing setup Source: Nielsen Norman Group service blueprinting (nngroup.com)

Everything below the line of visibility is invisible to the customer yet decides their experience. Trace any step down its column to see which backstage work and support systems must succeed before the moment in front of it can.

When a service underperforms and you need to see which hidden backstage work each customer moment depends on.

What you need and what you get

You'll need

  • The ordered steps of one service journey
  • The actions and systems behind each step

You'll get

  • A five-lane blueprint with the three canonical lines
  • Failure points and cross-team dependencies per step

Taught in

No course modules linked yet.

Derived from

  • Nielsen Norman GroupNielsen Norman Group, service blueprintingSource