Service blueprints assist with service design, which fits into the bigger picture of brand management. The world-leading customer service trainer, Kate Zabriskie, says, “Although your customers won’t love you if you give bad service, your competitors will.” Arrows link interactions between lanes to show the workflow. Each lane represents a specific category. It often appears as a diagram with swim lanes. This blueprint goes deeper and examines all supporting physical and digital interactions. It details every interaction a customer has with an organization during their lifecycle. A service blueprint expands on a customer journey map.
