Blueprint the Visitor Bag-Check Bottleneck
Use service blueprinting to identify visible and invisible causes of a visitor-flow bottleneck.
Rainy Sunday bag-check waits average 11 minutes even after the museum added lockers. Service blueprint: visitor actions, front-stage actions, back-stage actions, support processes, physical evidence The common trap is adding staff at the visible queue before mapping the invisible approvals, resets, and confusing evidence that create the wait. Visitor actions Map what visitors do: arrive wet, read bag sign, ask if umbrellas count, queue, hand bag over, receive key, find locker. Starting from the visitor perspective prevents the team from mapping only internal tasks. Front stage List visible staff actions: greet, interpret bag rule, tag bag, explain locker, answer exceptions.…
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