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  • Service Blueprint

    Transféré par

    Felipe Ybarra
    3K vues3 pages
    This document contains service blueprints for a coffee shop and laundromat. The coffee shop blueprint outlines 10 key customer touchpoints from entering the shop to eating and studying. It also lists the front stage physical evidence like sofas and tables and backstage areas like the kitchen. The laundromat blueprint outlines 16 touchpoints from entering to picking up clean laundry. It also includes the front stage physical evidence such as washing machines and tables and backstage areas like the janitorial closet. Both blueprints are used to map out the customer journey and identify potential failure points at each stage of service.

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    © Attribution Non-Commercial (BY-NC)

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    This document contains service blueprints for a coffee shop and laundromat. The coffee shop blueprint outlines 10 key customer touchpoints from entering the shop to eating and studying. It also lists the front stage physical evidence like sofas and tables and backstage areas like the kitchen. The laundromat blueprint outlines 16 touchpoints from entering to picking up clean laundry. It also includes the front stage physical evidence such as washing machines and tables and backstage areas like the janitorial closet. Both blueprints are used to map out the customer journey and identify potential failure points at each stage of service.

    Droits d'auteur :

    Attribution Non-Commercial (BY-NC)
    Téléchargez comme DOC, PDF, TXT ou lisez en ligne sur Scribd
    Signaler comme contenu inapproprié
    3K vues3 pages

    Service Blueprint

    Transféré par

    Felipe Ybarra
    This document contains service blueprints for a coffee shop and laundromat. The coffee shop blueprint outlines 10 key customer touchpoints from entering the shop to eating and studying. It also lists the front stage physical evidence like sofas and tables and backstage areas like the kitchen. The laundromat blueprint outlines 16 touchpoints from entering to picking up clean laundry. It also includes the front stage physical evidence such as washing machines and tables and backstage areas like the janitorial closet. Both blueprints are used to map out the customer journey and identify potential failure points at each stage of service.

    Droits d'auteur :

    Attribution Non-Commercial (BY-NC)
    Téléchargez comme DOC, PDF, TXT ou lisez en ligne sur Scribd
    Signaler comme contenu inapproprié
    sur 3

    Service blueprint: Coffee Shop

    Events Accepted Execution Fail point


    Participants
    Time
    1. Enter coffee 30sec Yes Customer
    shop
    2. Walk up to 30 sec Yes Customer
    coffee
    counter
    3. Locate and 30 sec Yes Customer
    examine the
    menu
    4. Select your 30 sec Yes Customer
    food choice
    5. Place order 10 sec Yes Customer/ associate
    6. Pay order 5 sec Yes Customer/ associate
    7. Receive 2 sec Yes Customer/associate
    receipt
    8. Take a seat 30 sec Yes Customer
    anywhere
    9. Connect No rush No Customer
    computer and
    enter log in
    password
    10.Eat and study 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 Accepted Execution Fail point
    Participants
    Time
    1. Enter 30 sec Yes Customer
    Laundromat
    2. Locate the 30 sec Yes Customer
    service
    counter
    3. Walk to the 30 sec5 Yes Customer
    service
    counter
    4. Give laundry 2 min Yes Customer/ associate
    to the
    associate
    5. Give 5 sec Yes Customer/associate
    associate
    your phone
    number
    6. Pay for 1 min Yes Customer/ associate
    service/Recei
    ve receipt
    7. Go to coffee 1 min Yes Customer
    shop
    8. Walk up to 30 sec Yes Customer
    the coffee
    counter
    9. Examine the 30 sec Yes Customer
    menu
    10.Place order 10 sec Yes Customer/
    associate
    11.Pay order 5 sec Yes Customer/associate

    12.Receive 5 sec Yes Customer/associate


    receipt
    13.Take a seat 30 sec Yes Customer
    anywhere
    14.Connect No rush No Customer
    computer
    and enter
    password
    15.Eat and 2 hrs Yes customer
    Study
    16.Pick up 5 min Yes Customer/
    laundry 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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