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Chapter 2: 4PE (page 219)

This is the key feature that distinguishes a service blueprint from a normal flowchart.

Short Answer

Expert verified

Service blueprints represent organizational procedures to improve how a company provides an experience for users.

Step by step solution

01

Line of visibility

The line of visibility distinguishes between service operations that are visible to the client as well as those that are not visible.

02

This is the key feature that distinguishes a service blueprint from a normal flowchart is the line of visibility

On a service blueprint, theline of visibilityrepresents the distinction between onstage procedures that are apparent to the client and off-screen activities that are not. Making this difference, utilizing the line of visibility, has two high-level purposes.

The first step is to broaden their awareness of the customer's point of view. When simply narrowing one's attention to what other people can as well as cannot view, the flaws in their service are becoming more visible.

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