What is Service Design: Part 3 – Service Blueprinting
Service blueprints connect a customer's journey with the people, processes and resources that deliver it. A restaurant analogy distinguishes the visible dining-room experience from the work happening in the kitchen. The article describes evidence, customer actions, frontstage interactions, backstage activities and support processes as the blueprint's core ingredients. Employee accounts and internal research are needed to build and validate the picture across functional groups. Used well, the resulting artifact can expose systemic weaknesses, identify opportunities and clarify shared responsibility for the experience.
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