Service blueprint

• an extension to Journey maps
• connecting CX with front and back stage processes

Includes

• phisical evidences
  • physical objects that customers interact with & can be designed
  • e.g. website, prints, phone
• customer actions
  • describe what customer does at each step
• line of interaction
  • divides customer X frontstage interactions
• frontstage actions
  • activities visible to the customer
• line of visibility
  • separates between front & back stage actions
  • support is considered a backstage action
• backstage actions
• line of internal interactions
  • makes the boundary to the rest of the organization
• support processes
  • done by the rest of the company or 3rd party