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  • Service Blueprint

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    Medhavi Verma
    47 views3 pages
    The document provides service blueprints for two customer experiences: 1) At a coffee shop where a customer enters, orders coffee, pays, sits to eat and study. Key physical evidence includes seating and televisions. 2) At a laundromat where a customer drops off and picks up laundry, pays for the service, and gets a receipt. While waiting, the customer goes to a coffee shop. Key physical evidence includes washing machines, dryers, and payment machines. Both blueprints outline the customer journey and expected timeframes.

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    54383935-Service-Blueprint.doc

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    The document provides service blueprints for two customer experiences: 1) At a coffee shop where a customer enters, orders coffee, pays, sits to eat and study. Key physical evidence includes seating and televisions. 2) At a laundromat where a customer drops off and picks up laundry, pays for the service, and gets a receipt. While waiting, the customer goes to a coffee shop. Key physical evidence includes washing machines, dryers, and payment machines. Both blueprints outline the customer journey and expected timeframes.

    Copyright:

    Attribution Non-Commercial (BY-NC)
    Download as DOC, PDF, TXT or read online from Scribd
    Flag for inappropriate content
    Download as doc, pdf, or txt
    47 views3 pages

    Service Blueprint

    Uploaded by

    Medhavi Verma
    The document provides service blueprints for two customer experiences: 1) At a coffee shop where a customer enters, orders coffee, pays, sits to eat and study. Key physical evidence includes seating and televisions. 2) At a laundromat where a customer drops off and picks up laundry, pays for the service, and gets a receipt. While waiting, the customer goes to a coffee shop. Key physical evidence includes washing machines, dryers, and payment machines. Both blueprints outline the customer journey and expected timeframes.

    Copyright:

    Attribution Non-Commercial (BY-NC)
    Download as DOC, PDF, TXT or read online from Scribd
    Flag for inappropriate content
    Download as doc, pdf, or txt
    of 3

    Service blueprint: Coffee Shop

    Events Participants 1. Enter coffee shop 2. Walk up to coffee counter 3. Locate and examine the menu 4. Select your food choice 5. Place order 6. Pay order 7. Receive receipt 8. Take a seat anywhere 9. Connect computer and enter log in password 10.Eat and study Accepted Execution Time 30sec 30 sec 30 sec 30 sec 10 sec 5 sec 2 sec 30 sec No rush Yes Yes Yes Yes Yes Yes Yes Yes No Customer Customer Customer Customer Customer/ associate Customer/ associate Customer/associate Customer Customer Fail point

    No worth

    No

    customer

    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 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 11.Pay order 12.Receive receipt 13.Take a seat anywhere 14.Connect computer and enter password 15.Eat and Study Accepted Execution Time 30 sec 30 sec 30 sec5 2 min 5 sec Yes Yes Yes Yes Yes Customer Customer Customer Customer/ associate Customer/associate Fail point

    1 min 1 min 30 sec 30 sec 10 sec 5 sec 5 sec 30 sec No rush

    Yes Yes Yes Yes Yes Yes Yes Yes No

    Customer/ associate Customer Customer Customer Customer/ associate Customer/associate Customer/associate Customer 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

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