tjenesteblåkopi

tjenesteblåkopi, or service blueprint, is a visual management technique used to map out the components of a service experience. It displays the sequence of service activities, the actors involved, and the supporting systems and documents that enable the service. Originally developed in the 1990s by service design experts at Marriott Hotels, the method has since been adopted widely across industries such as healthcare, finance, hospitality, and public administration.

A typical blueprint consists of several horizontal layers. From top to bottom it shows thecustomer actions, front‑stage employee actions, back‑stage employee actions, and support processes. A vertical line (the “line of visibility”) separates visible interactions from those hidden from the customer. Additional annotation tracks include touchpoints, potential failure points, time and cost data, and information flows. By aligning the customer journey with organizational resources, a blueprint clarifies who does what when and how service quality is controlled.

The primary purpose of a tjenesteblåkopi is to facilitate service innovation, process improvement, and communication across multidisciplinary teams. It helps identify bottlenecks, eliminate redundant steps, and ensure that service deliverables meet customer expectations. Because it provides a shared, concrete representation of the service, it is especially useful during cross‑functional design workshops or when onboarding new staff.

Benefits of using a tjenesteblåkopi include greater transparency, improved customer satisfaction, reduced operational costs, and faster problem resolution. The tool also supports integration with digital transformation initiatives, enabling service designers to map out both physical and virtual touchpoints.

In practice, teams create a blueprint by gathering data from customer observations, employee interviews, and system logs. The resulting diagram is then reviewed iteratively, refined, and updated as the service evolves. In doing so, organizations maintain a living map of their service ecosystem that guides decision making and continuous improvement.