How can I use a service blueprint as a prototyping tool?

My two cents

Our first ideas of how a service could or should work are usually way too complex. A service blueprint can be a great tool to reveal this complexity, and then, with a bit of smart evaluation, you can create a focused prototype.

Here are a few steps you could follow to do so:

  • Imagine the future state of a service
  • Then use an impact versus effort matrix to evaluate each point in our blueprint
  • Keep only the elements with high impact and low effort and use these elements to create a minimal viable version of your service
  • You now have a complete view of what you want to do and know what real-life pilot you could create.

The AI answer

I've asked this question to ChatGPT, and here is the raw answer it gave me. Take it with a grain of salt.


A service blueprint can be used as a prototyping tool to test and refine the design of a service before it is fully implemented. Here are some steps for using a service blueprint as a prototyping tool:

  1. Define the scope of the prototype: Determine which aspects of the service will be included in the prototype, based on the needs and goals of the prototype.
  2. Create a draft service blueprint: Create a draft service blueprint that outlines the key components and processes of the service, including the frontstage, backstage, support processes, points of interaction, and other elements.
  3. Test the prototype: Test the prototype by simulating the delivery of the service using the draft service blueprint. This can involve engaging with mock customers or employees to simulate the service experience.
  4. Gather feedback: Gather feedback on the prototype from the mock customers or employees, as well as other stakeholders, to understand how the service is performing and identify any issues or areas for improvement.
  5. Iterate and refine: Use the feedback gathered during the prototype testing phase to iterate and refine the service blueprint. Make any necessary changes to the service design and retest the prototype as needed until the desired level of performance is achieved.
Overall, using a service blueprint as a prototyping tool allows organizations to test and refine the design of a service before fully implementing it, helping to ensure that the service meets the needs and expectations of the stakeholders.

Service Blueprint resources

You can find all the Service Blueprint resources I've created here. This includes courses, templates and a library of external links and resources.

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