What is the Line of Visibility and the Line of Internal Interaction in the Service Blueprint ?

Learning Outcome

After completing this unit, you will be able to:

1. Understand the meaning of the Line of Visibility
2. Understand the meaning of the Line of Internal Interaction

Even though all features of the Service Blueprint (SBP) are intrinsically linked, it is important to understand how each card and each feature are connected. The lines of Visibility and of Interaction facilitate the visual understanding of how each row interact with one another.

The Line of Visibility

It separates what a customer can and cannot directly see. In the SBP, all the cards above the Line of Visibility are perceivable by guests:

• Physical Evidence
• Customer Actions
• Staff Front Actions

The actions that are situated below the Line of Visibility are actions and support systems that are not directly observable by guests:

• Employee Back Actions
• Support Systems
• Likely Pain points

The Line of Internal Interaction

It separates actions from the front and backstage employees who support guest interactions to internal actions that do not directly contribute to guest interaction.

Actions that interact directly with guests include:

• Customer Action
• Staff Front Action
• Staff Back Action

Actions that do not interact directly with guests are:

• Support Systems
• Likely Pain Points