Understanding Each Feature of a Service Blueprint

Learning Outcome

After completing this unit, you will be able to:

1. Understand the meaning of the How it looks like box.
2. Understand the meaning of the Physical Evidence box.
3. Understand the meaning of the Customer Action box.
4. Understand the meaning of the Staff Front Action box.
5. Understand the meaning of the Staff Back Action box.
6. Understand the meaning of the Support System box.
7. Understand the meaning of the Pain Points box.

The biggest and probably most important characteristic of a SBP is the presence of seven distinct features, all identified by a different colour. These features are a central part of understanding a SBP and linking each service and operation to a central objective: providing outstanding customer experience.

How it looks like

The image boxes assist in making your SBP more visual. It helps whoever is looking at the SBP for the first time, seamlessly uncover and comprehend in a few instances the theme and subject matter of the SBP. The image upload and the Physical Evidence box often work conjointly.

Physical Evidence

Physical Evidence accounts for any physical and/or visual proof of the findings of the Customer Action, Employee Front Action and Employee Front Action boxes. Physical evidence generally remains descriptive and assists in providing a big-picture approach to the SBP.

Customer Action 

The customer action box is the heart of the SBP. It is the most important resource of the SBP and shapes the basis and contents of the Staff Front and Back action boxes, The Physical Evidence, The Support System and the Pain Points boxes.

Staff Front Action 

A Staff Front Action involves any action and/or service completed by staff that interacts directly with customers. This could be Front Office Staff, Hosts, Waiters, Concierges …

Staff Back Action 

A Staff Back Action comprises all staff members who do not interact directly with customers. This could be staff members from a different range of services, such as Marketing, Information and Technology, Cleaning, Workforce and Planning…

Support System

Support Systems define any Standard Operating Procedures (SOP) that a company may use to support the successful operation of a customer journey. This can include Software, Scripts, Rosters, Schedules, Data, Surveys, Communication tools…

Likely Pain Points

Pain points are issues the customer, the staff or the SOPs may encounter during operations. They are put in place to predict problems and find solutions to avoid reoccurrences, redundancies and loopholes.