Service Blueprint

A service blueprint documents the overall journey with layers of information that detail what the organization must do to support that journey. Blueprints bring clarity to how the service functions by visualizing the connections from the front stage activities, what the citizen sees, and the backstage activities, what the citizen doesn’t see.


  1. Start with a large roll of paper on the wall
  2. Divide the paper with three horizontal lines:
    • Label the first line as “The line of interaction”: This represents the point of interaction between the citizen and your service.
    • Label the second line as “The line of visibility:” This represents the areas of the service that the citizen can no longer see into the service processes.
    • Label the third line as “The line of internal interaction”: This represents where the service ends from your business area and were it might connect to third parties or other supporting services areas in government.
  3. Create 5 swim lanes in between these lines:
    • Service Evidence: The physical things that citizens will interact with to use your service. This could include forms, signage, websites, etc. anything that citizens or staff will see.
    • Activities: The activities and actions that citizens will do to interact with your service.
    • Frontstage: All the activities, things and processes that a citizen can see about your service.
    • Backstage: All the processes required to make your service function that a citizen doesn’t see.
    • 3rd Parties: These are the processes outside your service area from partners or other areas of government that support the service. This is labelled below the line of internal interaction.
  4. Fill in the different swim lanes with the components of your service and connect them with lines to show their relationship.
  5. If you discover areas that you aren’t sure of, this can be a good indication that more research should be done in that area to understand the full extent of the service process.