Service Diagrams
Create user journey maps and service blueprints showing customer experiences, touchpoints, and service delivery layers.
User journey maps and service blueprints document customer experiences and how services are delivered. These diagrams bridge business and technical perspectives.
User Journey Maps
User journey maps show:
Creating User Journey Maps
Service Blueprints
Service blueprints extend journey maps with backstage elements:
Creating Service Blueprints
Blueprint Layers
| Layer | Description |
|---|---|
| Physical evidence | Tangible items (receipts, packaging) |
| Customer actions | Steps the customer takes |
| Frontstage (visible) | Employee actions seen by customer |
| Backstage (invisible) | Employee actions not seen |
| Support processes | Systems, partners, back office |
Incident Response Workflows
Document how incidents are handled:
Best Practices
Customer-Centric View
Always start with the customer journey.
Show the Full Journey
Before, during, and after.
Include Emotions
Understanding feelings reveals opportunities.
Connect Front and Back
Show how service is delivered.
Identify Pain Points
Mark problems clearly.
Collaborate
Create with cross-functional teams.