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Service blueprints illustrate the behindthe-scenes processes from "summary" of Mapping Experiences by James Kalbach
Service blueprints provide a detailed view of the inner workings of a service, shedding light on the behind-the-scenes processes that are often invisible to the customer. By mapping out the steps involved in delivering a service, organizations can identify potential pain points, inefficiencies, and areas for improvement. These blueprints go beyond the customer-facing interactions to include all the supporting activities that enable the service to be delivered. This holistic view allows organizations to understand the full scope of their service and how different parts of the organization interact to create a seamless experience for the customer. Service blueprints typically consist of two main components: the customer journey and the backstage processes. The customer journey outlines the steps that a customer goes through when interacting with a...
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