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DISCOVERY WAYPOINT — SERVICE BLUEPRINT
Service blueprint | 120–180 min | 6–14 people | Difficulty: Moderate
discoverywaypoint.com/techniques/service-blueprinting
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BEFORE YOU START
  Service / product being mapped: ________________________
  Service boundary (start → end): _______________________
  Customer segment: ______________________________________
  Date: _______________  Facilitator: _____________________
  Decision this blueprint must inform: ___________________

⚠ Work at one service slice first before scaling.
  Map one customer segment + one scenario. Do not try to map everything.
  Include operations stakeholders — they know the backstage.

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STEP 1 — SCOPE ALIGNMENT  [0–20 min]
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  Customer scenario: _____________________________________
  Start point: __________________________________________
  End point: ____________________________________________
  Key owner teams in the room: __________________________

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SERVICE BLUEPRINT CANVAS  [20–130 min]
───────────────────────────────────────────────────────────────

  STAGE          | Stage 1: _______ | Stage 2: _______ | Stage 3: _______ | Stage 4: _______ | Stage 5: _______

  ══════════════════════════════════ CUSTOMER ACTIONS ══════════════════════════════════════

  CUSTOMER       |                  |                  |                  |                  |
  ACTIONS        |                  |                  |                  |                  |
  (what they do) |                  |                  |                  |                  |

  ══════════════════════════════ LINE OF INTERACTION ═══════════════════════════════════════

  FRONTSTAGE     |                  |                  |                  |                  |
  TOUCHPOINTS    |                  |                  |                  |                  |
  (visible:      |                  |                  |                  |                  |
   staff, UI,    |                  |                  |                  |                  |
   comms)        |                  |                  |                  |                  |
  Owner team:    |                  |                  |                  |                  |

  ══════════════════════════════ LINE OF VISIBILITY ════════════════════════════════════════

  BACKSTAGE      |                  |                  |                  |                  |
  ACTIVITIES     |                  |                  |                  |                  |
  (invisible to  |                  |                  |                  |                  |
   customer:     |                  |                  |                  |                  |
   processes,    |                  |                  |                  |                  |
   decisions)    |                  |                  |                  |                  |
  Owner team:    |                  |                  |                  |                  |

  ══════════════════════════════ LINE OF INTERNAL INTERACTION ══════════════════════════════

  SUPPORT        |                  |                  |                  |                  |
  SYSTEMS        |                  |                  |                  |                  |
  (tools, tech,  |                  |                  |                  |                  |
   policies,     |                  |                  |                  |                  |
   data)         |                  |                  |                  |                  |

  ══════════════════════════════════ FAILURE POINTS ════════════════════════════════════════

  FAILURE        |                  |                  |                  |                  |
  POINTS ⚡      |                  |                  |                  |                  |
  (mark with ⚡) |                  |                  |                  |                  |

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STEP 4 — FAILURE POINT PRIORITIZATION  [130–180 min]
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2 votes each. Place on the failure points most worth fixing first.

  Failure point               | Stage | Frequency | Impact | Owner | Next step
  ___________________________ | _____ | H / M / L | H/M/L  | _____ | _________
  ___________________________ | _____ | H / M / L | H/M/L  | _____ | _________
  ___________________________ | _____ | H / M / L | H/M/L  | _____ | _________
  ___________________________ | _____ | H / M / L | H/M/L  | _____ | _________

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QUALITY CHECK
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  ☐ Backstage causes are mapped to frontstage symptoms
  ☐ Owner teams are named for each lane
  ☐ Failure points are marked with evidence (not guesses)
  ☐ Priority failure points have named owners and next steps
  ☐ Policy constraints are noted where they block improvement

Full facilitation guide: discoverywaypoint.com/techniques/service-blueprinting
Discovery Waypoint — discoverywaypoint.com