Service blueprinting
A service blueprint shows the whole service on one page: what the user does, what staff do front stage and back stage, and the systems, policies and data that support each step. It is the document that gets product, operations, policy and technology teams building the same thing.
We have blueprinted services for HMRC’s Making Tax Digital programme, DHSC’s Compass procurement service, Test and Trace, the Department for Work and Pensions and housing services for MHCLG, as well as retail, energy and insurance clients.
When to use a blueprint
- At the end of discovery, to show the as-is service and where it breaks
- In alpha, to design the to-be service and agree what each team owns
- Before a business case, to show the operational and technology changes a new service needs
- At programme level, to see how several services and teams fit together
How we work
We build blueprints from evidence: user research, staff interviews, observation and data. We run working sessions with the teams involved so the blueprint is theirs, not ours, and we keep it live in Miro or Figma so it changes as the service does.
What you get
An as-is and to-be blueprint, a list of pain points and failure demand, the changes needed by each team, and a short narrative that explains it to stakeholders who were not in the room.
Recent clients
Blueprint your service
From a single journey to a whole programme.