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    Service Blueprint

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    2022898118
    KTM's service blueprint outlines the passenger journey and touchpoints when taking a KTM train. The timeline shows the process from checking schedules online or at the counter (3 minutes) to purchasing tickets, waiting at the station, boarding the train, and arriving at the destination around 8 hours later. It details the physical evidence, passenger actions, frontstage and backstage employee actions, technologies used, and internal support processes at each stage of the journey.

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    Service Blueprint

    Uploaded by

    2022898118
    14 views1 page
    KTM's service blueprint outlines the passenger journey and touchpoints when taking a KTM train. The timeline shows the process from checking schedules online or at the counter (3 minutes) to purchasing tickets, waiting at the station, boarding the train, and arriving at the destination around 8 hours later. It details the physical evidence, passenger actions, frontstage and backstage employee actions, technologies used, and internal support processes at each stage of the journey.

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    KTM's service blueprint outlines the passenger journey and touchpoints when taking a KTM train. The timeline shows the process from checking schedules online or at the counter (3 minutes) to purchasing tickets, waiting at the station, boarding the train, and arriving at the destination around 8 hours later. It details the physical evidence, passenger actions, frontstage and backstage employee actions, technologies used, and internal support processes at each stage of the journey.

    Copyright:

    © All Rights Reserved
    Download as PDF, TXT or read online from Scribd
    Flag for inappropriate content
    Download as pdf or txt
    14 views1 page

    Service Blueprint

    Uploaded by

    2022898118
    KTM's service blueprint outlines the passenger journey and touchpoints when taking a KTM train. The timeline shows the process from checking schedules online or at the counter (3 minutes) to purchasing tickets, waiting at the station, boarding the train, and arriving at the destination around 8 hours later. It details the physical evidence, passenger actions, frontstage and backstage employee actions, technologies used, and internal support processes at each stage of the journey.

    Copyright:

    © All Rights Reserved
    Download as PDF, TXT or read online from Scribd
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    of 1

    KERETAPI TANAH MELAYU (ETS) SERVICE BLUEPRINT

    TIME 3 minutes 5 to 25 minutes 3 to 5 minutes 30 minutes 1 minute <--------- Approximately 8 hours 7 minutes or less (depends on destination) --------->

    Station exterior /
    PHYSICAL Website / Top
    ETS Ticket Counter Ticket Platform / station signange / ETS Train ETS Ticket Train interior ads Pantry and café Platform / station
    EVIDENCE counter
    marketing

    Learn train line Learn about


    PASSENGER Check schedule / Buy ticket (online Print ticket Waiting at the train Buy food and Exits the train at
    station / final Boarding the train Ticket confirmation products and
    JOURNEY timetable / route @ app / counter) (physical ticket) station
    destination services
    beverage correct destination

    LINE OF
    INTERACTION

    FRONSTAGE
    ETS Captain blow the
    TC crosscheck
    EMPLOYEE Greeting and whistle as the sign ETS Captain stop at
    passenger seat Serve the customer
    ACTION assisting soon the train will
    number
    every destination
    departure
    3rd party
    Announcement by Digital board
    TECHNOLOGY developer sell apps Digital ads
    PA schedule
    or website
    Wrap-arounds cover
    Seat and table are Announcement by
    PHYSICAL Gather at waiting area & make windows, less
    Outdated schedule Long que process offered to the PA every station
    EXPERIENCE confirmation for the journey visibility for
    passengers difficult
    customer arrived

    LINE OF
    VISIBILITY

    Who maps train


    BACKSTAGE App development / List of advertiser
    station stop Taking order
    ACTION user interface (UI)
    locations?
    rent space

    LINE OF
    INTERNAL
    INTERACTION

    SUPPORT Ticket Checker (TC)


    Payment process Meals preparation
    PROCESSES staff

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