Service Blueprint
Visualise the people, processes, systems and technology behind your service to identify operational friction, improve collaboration and deliver more consistent customer experiences.
Fixed Price
£5,995 + VAT
Designed for
- One service
- Frontstage and backstage processes
- People, systems and technology
- Existing service knowledge
- Two-week engagement
Need something different?
Larger or more complex projects are usually better suited to a bespoke engagement.
How do I know if my project is the right fit? ↓What a service blueprint actually is
Customers only experience the front stage. Most service problems happen backstage.
A Service Blueprint helps you understand everything required to deliver a service, connecting customer interactions with the people, processes, systems and technology working behind the scenes.
Rather than focusing on individual teams or systems, the engagement visualises how the entire service operates, making operational friction, duplicated effort and unnecessary complexity easier to identify.
You’ll leave with a shared understanding of how your service really works and where improvements will have the greatest impact.
Common problems
Teams only see their part of the service
Different departments understand their own responsibilities but not how the whole service operates.
Processes have become inefficient
Manual workarounds and disconnected systems slow delivery.
Customers experience inconsistency
Small operational issues behind the scenes create noticeable problems for customers.
You’re changing how the service works
Understand the current operating model before redesigning processes or technology.
Why work with me
A service blueprint shouldn’t just explain how a service works. It should explain why it doesn’t.
The greatest opportunities for improvement are often hidden behind customer interactions, where disconnected systems, duplicated effort and operational complexity quietly shape the experience people receive.
I combine service design, user research and systems thinking to connect customer experience with operational delivery, helping organisations understand where meaningful improvements should happen before investing in change.
You’ll leave with a blueprint your organisation can use to improve the service rather than simply document it.
Is this right for you?
You’re improving an existing service
Understand how the service operates today before making changes.
Teams need a shared understanding
Create visibility across departments, systems and processes.
Operational problems affect the customer experience
Understand how internal processes create friction for customers.
You’re planning transformation
Map the existing service before redesigning it.
What you’ll receive
Kick-off session
Understand the service, objectives and operational context.
Service blueprint
Current-state blueprint showing people, processes, systems and touchpoints.
Frontstage and backstage analysis
Analysis of operational bottlenecks, service dependencies and opportunities for improvement.
Prioritised recommendations
Recommendations explaining where improvements should happen first.
Playback session
Collaborative walkthrough of the blueprint with your team.
Written summary
A concise document supporting future service improvements.
What’s not included
- Future-state blueprinting
- Process redesign
- Organisational restructuring
- Workshop facilitation beyond scope
- Implementation support
Typical timeline
Week 1
Kick-off and blueprint development
Kick-off, evidence review and blueprint development.
Week 2
Blueprint refinement and recommendations
Blueprint refinement, playback and recommendations.
Frequently Asked Questions
What kinds of services is this designed for?
Every Service Blueprint focuses on understanding how a single service operates behind the scenes. Typical examples include: • A customer onboarding service. • A public sector digital service. • An internal operational workflow. • A healthcare or patient pathway. • A customer support or case management service. Larger or more complex projects are usually better suited to a bespoke engagement.
What’s the difference between a Service Blueprint and a Customer Journey Map?
A Customer Journey Map focuses on what customers experience. A Service Blueprint builds on that by showing the people, processes, systems and technology required to deliver the service behind the scenes.
Do we need Customer Journey Mapping first?
Not necessarily. A Service Blueprint can be created using existing operational knowledge, stakeholder input and available evidence. Where Customer Journey Mapping would strengthen the engagement, I’ll recommend it before work begins.
What happens after the Service Blueprint is complete?
You’ll have a shared understanding of how the service operates today, where operational challenges exist and which improvements should be prioritised before future transformation work begins.
Where are you based?
I’m based in Manchester, UK and work with organisations across the UK, Europe and internationally. Most projects are delivered remotely, although I’m happy to travel for workshops, stakeholder sessions and key project milestones where required.
Do you work remotely?
Yes. Most projects are delivered remotely using Microsoft Teams, Google Meet or Zoom. Working remotely allows me to support organisations across the UK and internationally while remaining flexible and cost-effective.
Will I work directly with you?
Yes. Every project is delivered by me. If additional specialist support is ever needed, I’ll discuss it with you first, but you’ll always work directly with me throughout the project.
Can you work alongside our existing team?
Absolutely. Many clients already have designers, researchers, developers or product managers in place. I can provide additional capacity, independent advice or senior support without disrupting the way your team already works.
Do you only work with large organisations?
No. I’ve worked with startups, SMEs, agencies, charities, public sector organisations and global enterprises. Every engagement is tailored to the size, complexity and goals of the organisation.
What if my project doesn’t fit one of your fixed engagements?
The fixed engagements are designed around the most common types of engagement. If your project requires something different, I’ll create a bespoke proposal based on your goals, timescales and scope.
How quickly can you start?
Availability varies throughout the year, but many fixed engagements can begin within one to two weeks. If you have an urgent requirement, let me know and I’ll always do my best to accommodate it.
Do you sign NDAs and work with confidential information?
Yes. Much of my work has involved commercially sensitive products, government services and confidential research. I’m happy to sign NDAs and regularly work with organisations where confidentiality is essential.
Related thinking
Related case studies
If you want to understand what happens behind the customer experience before investing in operational and service improvements, let’s discuss whether a Service Blueprint is the right place to start.