Service Blueprint 91

Customer Journey Entering Searching Scouting racks Glanci

Search for books directly by its name or by 

Seeking reference/ information/  Shortlists Some Books and note-down  Scouting for the shelf with particular  Having a look at the
Visits KMC running an advance search on a particular  Locating particular book on the shelf
knowledge their serial numbers serial numbers searching for the in
topic

Frontstage
Service Agents

Research topic and reference shared 

Asking the Librarian or help in searching 
Human to Human by Faculty
a book based on a particular topic

Using the KMC Desktop and searching  Cannot find the book and goes
Technology

on OPAC  to the circulation desk to ask

Human to Computer (KMC Portal) for assistance

Signage- Looking for the shelf with  Searching for a specifi

Finds the book
or end of the book
Human to Physical Object initial serial code

OPAC System
Backstage E-Portal and Database get updated 
automatically 
Attendant
All books from the previous day are shelved and periodicals arranged

Librarian send e- mail of all

Centralized database provides info regarding availability in all  Centralized database collects information from Materials  Centralized database gets updates regarding issuing, return, 
Support Process new arrivals and periodicals
received
the campuses Library and Archives new listing and access to external e-portals
 91

ing through book Issuing Exiting Returning

Receives an email reminder for the 

e content and  Reading out the initial information to get  Taking the book to Librarian and  Scans the ID card and signs the  Gets the book stamped by the  Returns the book at the
Deciding which book(s) to issue Exits the KMC Gets the date slip checked by the guard approaching due date Visits the KMC
tended topic a overall picture of the content asking him to issue the book issue slip librarian circulation desk
of the book

Line of Interaction

Asking the Librarian to issue the  Asking the Librarian to 

Getting the slip check by the guard
book reissue/return the book

The Librarian scans the ID card Gets Email Notification Librarian scan the ID card

Librarian 
c topic in Index  Reading a particular paragraph in the  User signs the 
stamps the 
k references book issue slip
book

Line of Visibility

OPAC System OPAC System

Guard
E-Portal and Database get updated  E-Portal and Database get updated 
Marks on the user count record sheet every time a user enters
automatically  automatically 

Line of internal Interaction

Data about the scanned item

Data about the scanned item
is made accessible to the
is made accessible to the
librarian
librarian