Service BluePrint Canvas

Customer-focused process for visualizing to produce excellent service

A service blueprint is a visual tool designed to help guide effective business decisions

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What's it about?

A service blueprint is a visual tool designed to help guide effective business decisions.

Service blueprints are a customer-focused process for visualizing what factors are necessary to produce excellent service, how this excellent service will be performed, and how to create optimal experiences for customers.

Who made it?

G. Lynn Shostack

G. Lynn Shostack co-edited several works in the field of marketing, such as the proceeding Emerging Perspectives on Services Marketing in 1983. In 1984, Ms. Shostack was the senior vice president in charge of the Private Clients Group at Bankers Trust Company. A former vice president at Citibank as well as the chief of staff for the Citibank Investment Management Group, she has headed the marketing committee of the American Bankers Association Trust Division and chaired the American Marketing Association special task force on service marketing. Author of a marketing management column for The American Banker, she also served on the editorial advisory board of the International Journal of Bank Marketing and the Service Industries Journal.

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