See Behind the Line of Visibility
Explain how customer actions, frontstage actions, backstage actions, and support processes interact in a service blueprint.
Principle: Do not redesign the frontstage until you understand the backstage dependency. The Move Draw the line of visibility. Put customer and frontstage actions above it. Put backstage actions and support processes below it. Then connect pain points to dependencies with arrows. Why It Works Blueprinting exposes the service system. It shows where people, props, processes, and data interact to create the customer experience. That makes it easier to identify the root cause of delays, repeated questions, inconsistent answers, and unnecessary handoffs. Practice Lens If the customer-facing employee has to apologize for the same problem every day, look below the…
Sign up free — one personalized lesson every day, matched to your role and goals.
Already have an account? Sign in