Service Blueprinting Matrix

The Service Blueprinting Matrix is a 2x2 matrix used to visualize the customer journey and identify opportunities for improvement. It is often used in service design and customer experience.

At a very high level, the Service Blueprinting Matrix is used in the context of business, marketing, service design.

Service Blueprinting Matrix quadrant descriptions, including examples
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What is the Service Blueprinting Matrix?

A visual explanation is shown in the image above. The Service Blueprinting Matrix can be described as a matrix with the following quadrants:

  1. Frontstage: Customer-facing activities, such as customer service, marketing, and product design (e.g. creating a customer service chatbot)
  2. Backstage: Internal activities, such as operations, logistics, and IT (e.g. creating a new database system)
  3. Support Processes: Activities that enable the customer-facing activities, such as training, quality control, and customer feedback (e.g. creating a customer feedback survey)
  4. Management & Control: Activities that ensure the customer-facing activities are running smoothly, such as budgeting, performance measurement, and risk management (e.g. creating a budget for customer service)

What is the purpose of the Service Blueprinting Matrix?

The Service Blueprinting Matrix is a 2x2 matrix used to visualize the customer journey and identify opportunities for improvement. It is often used in service design and customer experience. The matrix is divided into four quadrants, each representing a different aspect of the customer journey. The four quadrants are:

  • Frontstage: The customer-facing activities, such as customer service, marketing, and product design.
  • Backstage: The internal activities, such as operations, logistics, and IT.
  • Support Processes: The activities that enable the customer-facing activities, such as training, quality control, and customer feedback.
  • Management & Control: The activities that ensure the customer-facing activities are running smoothly, such as budgeting, performance measurement, and risk management.

By mapping out the customer journey in this way, service designers can identify areas of improvement and create a more efficient and effective customer experience.


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What templates are related to Service Blueprinting Matrix?

The following templates can also be categorized as business, marketing, service design and are therefore related to Service Blueprinting Matrix: Effort Impact Matrix, Gap Analysis Matrix, Growth Share Matrix, Kraljic Matrix, Outsourcing Matrix, Quadrant Analysis, Risk Analysis Matrix, Risk Value Matrix. You can browse them using the menu above.

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