Map the repair journey before changing the counter
Use a service blueprint to locate the real break in a bike repair handoff.
The move: map the visible and invisible repair journey before changing behavior at the counter. A bike repair is a service system, not a single interaction. The customer sees intake, status updates, estimates, payment, and pickup. Behind that are triage decisions, parts availability, mechanic capacity, warranty approval, quality checks, and POS notes. Service blueprinting makes those layers visible at the same time. Use five lanes: customer action, frontstage action, backstage action, support system, and evidence. If a pickup fails, ask which lane lost the thread. Did the customer approve the extra cassette? Did the mechanic mark the job ready? Did…
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