Events

Participants

Accepted Execution

Fail point

Time
1. Enter coffee
shop
2. Walk up to
coffee
counter
3. Locate and
examine the
menu
4. Select your
food choice
5. Place order

30sec

Yes

Customer

30 sec

Yes

Customer

30 sec

Yes

Customer

30 sec

Yes

Customer

10 sec

Yes

Customer/ associate

6. Pay order

5 sec

Yes

Customer/ associate

7. Receive
receipt
8. Take a seat
anywhere
9. Connect
computer and
enter log in
password
10.Eat and study

2 sec

Yes

Customer/associate

30 sec

Yes

Customer

No rush

No

Customer

No worth

No

customer

Service blueprint: Coffee Shop

Physical Evidence: sofas, tables, chairs, bar stools, couches, televisions, stage
Line of Visibility:
FRONT STAGE
BACKSTAGE
Physical Evidence: kitchen, kitchen appliances, stove, microwave, refrigerator, trash
cans
Key Activities: cooking, stocking, making drinks

Service blueprint: Laundromat

Events
Participants

Accepted Execution

Fail point

Time
1. Enter
Laundromat
2. Locate the
service
counter
3. Walk to the
service
counter
4. Give laundry
to the
associate
5. Give
associate
your phone
number
6. Pay for
service/Recei
ve receipt
7. Go to coffee
shop
8. Walk up to
the coffee
counter
9. Examine the
menu
10.Place order

30 sec

Yes

Customer

30 sec

Yes

Customer

30 sec5

Yes

Customer

2 min

Yes

Customer/ associate

5 sec

Yes

Customer/associate

1 min

Yes

Customer/ associate

1 min

Yes

Customer

30 sec

Yes

Customer

30 sec

Yes

Customer

10 sec

Yes

11.Pay order

5 sec

Yes

Customer/
associate
Customer/associate

12.Receive
receipt
13.Take a seat
anywhere
14.Connect
computer
and enter
password
15.Eat and
Study

5 sec

Yes

Customer/associate

30 sec

Yes

Customer

No rush

No

Customer

2 hrs

Yes

customer

16.Pick up
laundry

5 min

Yes

Customer/
associate

Physical Evidence: washing machines, dryers, tables, chairs, laundry carts, charge
card machine televisions, trash cans.
Line of Visibilty:
FRONT STAGE
BACK STAGE
Physical Evidence: janitorial closet, laundry detergent, dryer sheets, trash cans.
Key Activities: Cleaning, folding laundry