Which of the following is a step for building a service blueprint?

• A. Identify service process to be blueprinted
• B. Hire and onboard new staff
• C. Post job ads
• D. Observe current workflow

Answer: (A)

In service blueprinting, the first move is to identify the service process you’re going to blueprint. Defining the exact process to map sets the scope and boundaries, so you know which steps, touchpoints, and actors to include. Without a chosen process, the blueprint could wander and miss key parts, making the diagram muddied and less actionable. Once the process is identified, you can map the customer’s actions, the visible front-stage interactions, the behind-the-scenes activities, and the supporting processes and resources, all aligned to that specific workflow.

The other activities aren’t the blueprinting step. Hiring and onboarding staff are HR actions unrelated to the process map itself, and posting job ads isn’t about documenting how the service is delivered. Observing the current workflow can inform your map, but you still need to decide which service process you’re mapping first to make that observation meaningful and correctly scoped.