Use a service blueprint to connect student-visible touchpoints with backstage administrative work.
The student experiences the service as one system, even when campus runs it as five offices. Service blueprinting lets you inspect that system without pretending the org chart is the journey. Start With The Student Action Do not start with office tasks. Start with what the student does: clicks submit, calls advising, uploads a document, waits for a hold to clear, visits a desk. Add Frontstage And Backstage Frontstage is what the student sees or hears. Backstage is the administrative work that makes the frontstage promise true. When those layers do not match, students receive confident messages that the institution…
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