Recall the core service-blueprint layers and how to explain them in a workshop.
Core layer What belongs in customer actions? The steps, choices, and activities the customer performs to reach a goal. Keep these rooted in observed or researched behavior, not internal tasks. Visibility What is the line of visibility for? It separates what customers can see from backstage work they cannot see. Use it to avoid fixing visible symptoms before tracing invisible dependencies. Map vs. blueprint Journey map or service blueprint? Use the journey map to locate pain. Use the blueprint to find what creates or resolves it. Objection This blueprint is too complicated. Can we just show the happy path? A…
Sign up free — one personalized lesson every day, matched to your role and goals.
Already have an account? Sign in