Blueprint The Pickup Handoff
Explain how a service blueprint reveals frontstage and backstage causes of pickup friction.
Customers experience the whole system, not your org chart. A service blueprint makes the hidden handoffs visible. Customer Actions These are the steps the renter takes: arriving, showing ID, asking about add-ons, inspecting the car, and leaving the lot. They are the spine of the blueprint. Frontstage And Backstage Frontstage is what the customer sees: the counter explanation, the lot walkaround, the exit gate. Backstage is the work that supports it: cleaning, key control, add-on staging, damage review, payment authorization, and vehicle swaps. Support Processes Support processes are systems and policies: reservation rules, deposit holds, fleet allocation, vehicle status codes,…
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