Service Blueprinting: Tame Chaos, Build Alignment, Find Opportunity

Dear ProductTank community - we hope that you can join us for a wonderful evening on January 29!

A Blueprint for Service Blueprinting: Tame Chaos, Build Alignment, Find Opportunity

When teams work across products, services, and systems, things can get messy fast — misaligned goals, unclear handoffs, and customer experiences that fall through the cracks. Service blueprinting helps teams visualize the big picture, identify friction points, and build shared understanding.

In this session, hosted at Carnegie Mellon’s Integrated Innovation Institute, Susanna Zlotnikov will introduce what service blueprinting is, why it matters, and how teams can use it to tame complexity, align decisions, and spark innovation opportunities. We’ll also explore the importance of mapping AI-powered touchpoints—including automation, chatbots, and intelligent systems—to understand how emerging technologies shape the end-to-end journey.

You’ll put these ideas into practice through a hands-on activity and leave with a clear grasp of the core components of a service blueprint and how to apply them in your own work.

We are grateful to the Integrated Innovation Institute at CMU for hosting this meetup, as well as providing food and drink for attendees!