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A Service Blueprint is very much like a Customer Journey Map in that it depicts a customer’s experience with touchpoints of a product or service. It is quite different in many other ways. The biggest difference is its main focus on the employees, products and processes that support those touchpoints.
When you create a service design blueprint, it gives you the opportunity not only to map out a customer’s journey, through an experience but also the actions, process and tools that are needed to support that experience.
The processes for creating a service design blueprint and a customer journey map are very similar. The data that is used to create the customer journey portion at the top of the map typically comes from research on the solution space, and the phases of the journey may be derived from it as well. The big difference is that the data that is used to create the lower portions of the map require research not outside, but inside of your organization.
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