Use service blueprinting to diagnose a customer-flow bottleneck in a dispensary.
A queue is usually a symptom, not a diagnosis. Customer actions Start with what the customer actually experiences: arrival, ID check, wait, consultation, purchase, pickup, and exit. Capture times, not opinions. Frontstage actions Add what staff do in view of the customer: greeting, scanning ID, asking needs, checking purchase limits, ringing sale, explaining product, and closing the visit. Backstage actions Add the invisible work: staging online orders, pulling product from storage, resolving menu mismatches, checking holds, calling a manager, or correcting a transfer. Support systems Finally, add POS, menu, ID scanner, inventory system, label printer, payment terminal, and state traceability…
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