Blueprint the invisible handoffs
Use a service blueprint to identify backstage marketplace handoffs that damage buyer or supplier trust.
The move: map the marketplace as a service system, not a set of screens. A service blueprint lays out customer actions, visible touchpoints, backstage processes, and support systems. For marketplaces, add both sides: buyer actions and supplier actions. This matters because trust often fails in the spaces between parties. A buyer may think a booking is confirmed, a supplier may think details are still pending, and support may not know which policy applies. Blueprinting exposes handoffs. What information moves from buyer to supplier? What status changes from pending to committed? What system notifies whom? Who owns exceptions? A weak handoff…
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