Blueprint the guest journey before you staff the room
Map a venue guest journey into customer actions, frontstage actions, backstage actions, and support processes.
The move: map the experience as a system, not a sequence of tasks. A service blueprint has four useful lanes for venue work. The first is the guest action: what the attendee is trying to do. The second is the frontstage action: what staff do in view of the guest. The third is backstage action: work the guest should not see but depends on. The fourth is the support process: tools, rooms, data, power, lifts, keys, radios, permits, and vendor commitments. This works because venue quality is created at interfaces. Guests judge the visible moment, but the visible moment is…
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