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Service Blueprints

T&H CX > CUSTOMER EXPERIENCE AGENCY > EXPERIENCE > Service Blueprints

Visualise and design the connections between customers, teams and systems — turning complex journeys into simple, actionable blueprints

Create your service blueprint

The Foundation for Clarity

Customer journeys rarely fail because of one moment; they break down when people, processes and systems aren’t aligned.

A service blueprint maps the full picture — front stage and backstage — so you can see exactly how customer actions connect to business processes. It’s the clearest way to spot gaps, fix friction and design experiences that deliver consistently.

Why It Matters

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Without a clear blueprint, organisations often face:

  • Customer journeys designed in silos, leading to inconsistent experiences

  • Internal teams duplicating effort or working at cross-purposes

  • Systems not integrated, creating costly inefficiencies

  • Service failures that erode trust and increase churn

  • Lack of visibility on how CX connects to commercial outcomes

A service blueprint brings clarity and alignment, turning complexity into a roadmap for better experiences.

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A trusted partner to Australia’s leading customer-obsessed brands

 

What We Deliver

Blueprint Mapping

Visual design of your service across customer, employee and system layers. This shows how everything connects — and where it doesn’t.

Gap & Opportunity Analysis

Identification of pain points, bottlenecks and opportunities for improvement.

Prioritisation Framework

Clear recommendations for which fixes deliver the greatest customer and business impact.

Implementation Roadmap

Practical steps to embed improvements, aligned to your CX strategy and resources.

Our Approach

1. Discover

Research customers, employees and processes to capture reality on the ground.

2. Design

Translate insights into a detailed service blueprint that visualises the customer journey and backstage operations.

3. Deliver

Highlight priorities and create an actionable roadmap that balances customer needs with commercial goals.

Our Difference

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Most service blueprints stop at pretty diagrams. Ours go further.

We combine design thinking with commercial pragmatism, ensuring blueprints aren’t just informative but actionable. With client-side and agency experience, our senior team knows how to turn maps into measurable improvements that win support across the business.

We make sure your blueprint:

  • Creates clarity across teams and functions

  • Links CX initiatives directly to ROI

  • Acts as a tool for decision-making, not just documentation

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The Value You’ll Gain

A service blueprint doesn’t just visualise journeys — it provides a tool for change that unites teams and drives measurable progress. With a blueprint you’ll gain:

  • A complete map of how customer journeys connect to people, processes and systems

  • Visibility of gaps, overlaps and bottlenecks that erode customer trust or waste resources

  • A prioritised action plan for quick wins and long-term structural fixes

  • Better alignment across teams, reducing silos and duplicated effort

  • A living framework that evolves with your business and continues to guide decision-making

Types of Engagements

Workshops

Rapid blueprinting sessions with cross-functional teams to align on pain points and priorities.

Defined Scope Projects

Comprehensive blueprint creation and analysis, delivered as a clear roadmap with recommendations.

Embedded

Ongoing partnership where we update and evolve blueprints as your business and customers change.

When to Choose This Service

  • You’re planning a transformation program and need a CX baseline

  • Teams are working in silos and customers feel the gaps

  • Processes are inefficient, creating friction and cost

  • Systems upgrades are underway and alignment is critical

  • You need executive buy-in for CX investment

Benefits & Outcomes

By the end of a service blueprint engagement, you’ll have:

  • A clear map of the customer journey and supporting operations

  • Visibility of gaps, overlaps and bottlenecks

  • A prioritised action plan for quick wins and long-term fixes

  • Improved collaboration across teams and functions

  • A blueprint that acts as a living tool, guiding decisions as you scale

FAQ’S

A visual map showing how customer actions connect to backstage people, processes and systems.

Journey maps focus on the customer perspective. Blueprints add the backstage view — people, systems, processes — to show how delivery actually happens.

They align teams, uncover inefficiencies, and ensure CX improvements are grounded in operational reality.

Typically 4–6 weeks depending on scope, workshops and research required.

Cross-functional teams — CX, marketing, operations, IT, frontline staff — to ensure a full view of the service.

Yes. By mapping inefficiencies and customer pain points, we tie fixes directly to cost savings, retention, and revenue uplift.

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Tortoise & Hare
Customer Experience Agency

27 - 29 Watt St, Newcastle,
NSW, 2300, Australia
+61 (02) 8667 5310

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