Service Blueprinting

Service Blueprint Components

Physical evidence

Customer actions
and experiences

Service encounters

“Onstage” Contact
FP1
Employee Actions

Line of Visibility Potential failure point

for customer
“Backstage”Contact
Employee Actions

Line of
Internal Interaction

Support Processes
Fast Food Restaurant Blueprint
 Overnight Hotel Stay
Hotel Carts Desk Elevators Cart
Evidence
Physical

Exterior for Lobby Hallways for

Parking Bags Key Room Bags
Customer

Give Check Go to Receive

Arrive
Bags In Room Bags
Contact
Person

Greet, Process Delivery

(On Stage)
Take Bags Papers Bags

Take bags
(Back Stage) to room
Process
Invisible

Paper
System
 Delivery Food
Menu
Evidence
Physical

Tray Food
Appearance
Customer

Call Receive Check Out

Room Food Eat & Leave
Service

Deliver Process
Contact
Person

Food Check Out

(On Stage)
Take Food
Order
(Back Stage)

Paper
Process
Invisible

Prepare
Food System