tool description

The blueprint is an operational tool that describes the nature and the characteristics of the service interaction in enough detail to verify, implement and maintain it. It is based on a graphical technique that displays the process functions above and below the line of visibility to the customer: all the touchpoints and the back-stage processes are documented and aligned to the user experience.

(1977) Lynn G. Shostack, Breaking Free from Product Marketing, in Journal of Marketing n° 41
(1984) Lynn G. Shostack, Designing services that deliver in Harvard Business Review n° 62
(1991) G. Hollins, W. Hollins, Total Design: Managing the design process in the service sector, Trans Atlantic Publications
(2004) R. Kalakota, M.Robinson, Services Blueprint: Roadmap for Execution, Addison-Wesley, Boston.
(2001) Lynn G. Shostack, How to Design a Service, in European Journal of Marketing n°16
(2007) Mary Jo Bitner, Amy L. Ostrom, Felicia N. Morgan, Service Blueprinting: A Practical Tool for Service Innovation, Centre for Services Leadership, Arizona State University, paper.