Service Blueprint Designer
Place customer actions in time order, then describe the touchpoint, frontstage interaction, backstage work, support process and evidence for each stage. Explicitly mark the connections between layers to uncover a customer step without contact or an internal support task with no complete path back to the customer.
Key features
- Add, edit and reorder 1–24 customer journey stages
- Six-layer matrix from customer action to evidence
- Explicit contact, visibility, support and evidence links
- Find missing contact, broken support paths, orphan support and missing evidence
- Import and export a validated version 1 JSON project
- Export a CSV report with spreadsheet formula prefix protection
How to use
- Review the example title and stages or add your own stages.
- Select a stage and edit its customer action, touchpoint, frontstage, backstage, support and evidence.
- Check only links that really exist and apply the stage.
- Review the horizontally scrollable blueprint alongside the gap report.
- Download JSON and CSV; import the JSON project to continue editing later.
Use cases
- Inspect how a booking confirmation connects to internal processing
- Spot customer support steps without a usable touchpoint
- Review whether operations support work contributes to a customer experience
Frequently asked questions
How is this different from a process flowchart?
This tool puts touchpoints, frontstage actions, backstage work, support processes and evidence in layers under each customer stage. A separate swimlane tool handles role-based task transitions, branching and reachability.
What counts as a complete support path?
The customer action must connect through a touchpoint and frontstage action, then through a visibility link to backstage work, and finally through a support link to a support activity. Text by itself does not imply a connection.
What is orphan support work?
A support activity is entered but there is no complete path from that activity back to a customer action in its stage. Some invisible internal work may be necessary; explain its context and review it rather than treating the flag as a final verdict.
Does the tool fill gaps or links automatically?
No. Apart from the example, it uses only what you enter. The gap report finds structural omissions, not real-world service quality or customer satisfaction.
Where is my project stored?
Edits stay in this page's memory. There is no automatic save or upload. Download JSON before refreshing. Projects support up to 24 stages and a 256 KiB JSON file.
Can I import the CSV report?
CSV is for review. The version 1 JSON file from this tool is the import format that preserves stage edits and explicit link checkboxes.
Privacy
The project and imported JSON are handled only in this browser page's memory. Files are not uploaded; your browser downloads them only when you choose an export button.
Comments & questions