Development of a service blueprint for blockchain services.

Abstract

As blockchain has been actively applied in various services, a tool for visualizing the complex service processes reflecting the characteristics of blockchain has been required. A service blueprint is a tool to visualize all key systems and encounters in service delivery. Although several blueprints already exist, they have limitations to systematically visualize and analyze blockchain service processes. This study develops a Blockchain Service Blueprint (BSB) specialized in visualizing and analyzing blockchain service processes. A comprehensive literature review and an analysis of blockchain services were conducted to identify characteristics of blockchain services and limitations of existing blueprints. The BSB was developed based on the derived key components of blockchain service processes, so that it has the optimal structure with key elements to visualize complex processes of blockchain services. The usefulness of the BSB was verified by both comparisons with traditional blueprints and expert interviews. The proposed BSB can intuitively and clearly visualize a service process between customers and service providers in blockchain services. Using the Blockchain Service Blueprint (BSB), providers can identify and improve service processes to enhance sustainability, and this study offers researchers cases and a development process that demonstrate the BSB's effectiveness across various blockchain services.