Extending Service Blueprint for New Age Services

  • Sylvan LoboEmail author
  • Shivani Sharma
  • Ulemba Hirom
  • Ravi Mahamuni
  • Pramod Khambete
Conference paper
Part of the Smart Innovation, Systems and Technologies book series (SIST, volume 135)


A service blueprint (SBP) is a powerful representation tool which depicts critical aspects of service encounters—the basic building blocks of a service. It helps to understand the current service encounters and to specify the designed service. For the conventional service blueprint, today’s new age services can bring in various complexities affecting effective representation, clarity, and expression. While various service blueprint representations are evolving to address these challenges, in this paper, we discuss some challenges that we encountered in a ‘research-through-design’ study while designing an employee onboarding service. This included service situations such as highly granular interconnected interactions, technology-enabled multi-channel interactions, recurrence of similar interactions, and others. We arrived at a scheme of representations and notations which was iteratively applied in the onboarding service design. We present a preliminary evaluation of the representations and notations through a survey with 65 participants. The findings would be relevant to design practitioners, researchers, and professionals in the field of service management.


Service design Service blueprint Diagram Research through design 



We would like to thank the reviewers for their helpful feedback and suggestions and the employees at our organization that participated in the study.


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Copyright information

© Springer Nature Singapore Pte Ltd. 2019

Authors and Affiliations

  • Sylvan Lobo
    • 1
    Email author
  • Shivani Sharma
    • 1
  • Ulemba Hirom
    • 1
  • Ravi Mahamuni
    • 2
    • 3
  • Pramod Khambete
    • 2
  1. 1.Tata Consultancy ServicesMumbaiIndia
  2. 2.Tata Consultancy ServicesPuneIndia
  3. 3.Indian Institute of Technology GuwahatiGuwahatiIndia

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