Within the swim lanes, the Service Blueprint depicts the workflow for service delivery. In this example, the Client Service Representative is answering a service call...

Each process task or action performed by the service provider, whether "Onstage" or "Backstage", has one, or sometimes several, defined roles who are the "performers" of the tasks. The nature of these roles varies from being very specific, for example "Help Desk Technician", to more generic, such as "Assigned Engineer", depending on the context within the service process.

By assigning ownership for each task, the blueprint helps to ensure that your team members understand your expectations for them during the course of service delivery. The blueprint also helps reduce the variability in service delivery that results from responsibilities being unclear - consistency is the key to reduced cost when it comes to services.