Service Blueprint


More than just a customer journey map, a service blueprint visually diagrams the touchpoints between a company and its customers to help the organization understand and improve its cross-functional efforts.

If your customer satisfaction score is lacking, documenting your current omni-channel service design process will reveal opportunities to enhance the user experience, which translates into happier customers and improved key performance indicators


  • Provides a comprehensive understanding of your service and the underlying resources

  • Exposes the big picture of your service process

  • Offers a map of dependencies to pinpoint weaknesses in your ecosystem

  • Identifies opportunities for potential improvement

  • Determine where to eliminate redundancies

  • Coordinates bridging cross-department efforts


A SHERPA Service Blueprint includes an interview with up to five stakeholders to document the current service design process for one type of customer/persona and a review of analytics and customer service/support logs if available (up to 4 hours).

SHERPA will then deliver a current state service blueprint of your service design process for a designated customer/persona with insights and a future state service blueprint with recommendations for improvement.