Customer support / Free editable template

Customer service blueprint for a broadband install template

A service blueprint shows what the customer does and sees, and everything behind it that makes the service work. This example follows a broadband install from ordering online to the first bill. Each step has its physical evidence, the frontstage contact, the backstage work and the support systems, separated by the lines of interaction, visibility and internal interaction, with fail points and waits marked.

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Customer service blueprint for a broadband install example showing five customer steps with the evidence they see, frontstage, backstage and support system layers, fail points, waits and a fix-to-test table
Everything in this example is editable. Replace the labels, move the shapes and adapt the layout to your work.

How to use this template

  1. Start with the customer

    Write the customer's steps in order along the top, using their words, and note what they see or receive at each one.

  2. Fill in what staff and systems do

    Under each step add the frontstage contact, the backstage work the customer never sees and the systems that support it.

  3. Mark where it breaks

    Add fail points and waits from complaints and ticket data, then agree one fix to test for each.

Questions about this template

What goes in each row of the blueprint?

The rows run from the evidence the customer sees, through their actions and the frontstage and backstage work, down to the support systems behind each step.

Do I need an account to use it?

No. Open the template and edit it in your browser. Your work saves on this device. An account is optional if you want to sync your workspace.

Can I export the finished diagram?

Yes. Use Export in the editor to save a PNG, SVG or PDF, or download an editable .epicdraw backup.

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