service blueprint

The service blueprint is a technique used for service innovation.

For each customer action, and every moment of truth, the physical evidence that customers come in contact with is described at the very top of the service blueprint.

The City of Pittsburgh's service blueprint, servePGH, seeks to leverage local human capital through impact volunteerism directed towards two of Mayor Ravenstahl's top priorities: neighborhood development and youth.

This design process, according to Shostack, can be documented and codified using a "service blueprint" to map the sequence of events in a service and its essential functions in an objective and explicit manner.