Blueprint Curbside Pickup
Build a service blueprint for a curbside pickup flow.
Customers receive a ready text but still wait outside because orders are not physically staged. Service blueprinting maps customer action, frontstage action, backstage action, and support systems. Optimizing runner speed without mapping backstage triggers can make staff work harder while the same wait remains. Customer lane Customer places order, gets confirmation, drives to store, taps arrival link, waits, shows ID, receives order. This is the visible experience. It is the timeline customers judge, even if the delay starts backstage. Frontstage lane Staff sends status, greets at vehicle, verifies ID, confirms order, completes allowed handoff. Frontstage staff need clear language and…
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