18. Palette of 5 types touchpoints
People
Employees and
other customers
encountered while the
service is produced.
Place
The physical space or
the virtual environment
through which the
service is delivered.
Prop
The objects and
collateral used to
produce the
service encounter.
Forms, products,
signage, etc.
Partner
Other businesses or
entities that help to
produce or enhance
the service encounter.
Process
Workflows and rituals
that are used to
produce the service
encounter. Relates the
people, place, props,
and partners.
37. Service blueprints
- map the value exchanges and touchpoints
- clarify the interactions between
customers, digital interface, & employees
- reveal how these are supported
by backstage activities
41. Physical
Evidence
Customer
Action
Support
Processes
Time
Measures
Service
Employees
(HHI)
Digital &
Devices
(HCI)
Line of Interaction
Line of Visibility
Line of Internal Interaction
Backstage
action
Queues to pick upEnters pharmacy
Queues and
waits to talk to
pharmacist/
assistant
Verifies that
pharmacist can
fill script on time,
with expected cost
Agrees on time to
pick up
Verifies identity
Pays for
prescription and
other items
Refill Request
With prescription
in hand, exits the
pharmacy
42. Physical
Evidence
Customer
Action
Support
Processes
Time
Measures
Service
Employees
(HHI)
Digital &
Devices
(HCI)
Line of Interaction
Line of Visibility
Line of Internal Interaction
Backstage
action
Retail location
Signage
In-store wayfinding
Length of queue
State ID if controlled
substance
Prescription
Script bins
Credit card terminal
Loyalty card
Prescription bottle
Drug info sheet
Bag, Receipt
Prescription bottle
Prescription/Script
Insurance Card
State ID
Queues to pick upEnters pharmacy
Queues and
waits to talk to
pharmacist/
assistant
Verifies that
pharmacist can
fill script on time,
with expected cost
Agrees on time to
pick up
Verifies identity
Pays for
prescription and
other items
Refill Request
With prescription
in hand, exits the
pharmacy
43. Physical
Evidence
Customer
Action
Support
Processes
Time
Measures
Service
Employees
(HHI)
Digital &
Devices
(HCI)
Line of Interaction
Line of Visibility
Line of Internal Interaction
Backstage
action
Retail location
Signage
In-store wayfinding
Length of queue
State ID if controlled
substance
Prescription
Script bins
Credit card terminal
Loyalty card
Prescription bottle
Drug info sheet
Bag, Receipt
Prescription bottle
Prescription/Script
Insurance Card
State ID
Queues to pick upEnters pharmacy
Queues and
waits to talk to
pharmacist/
assistant
Verifies that
pharmacist can
fill script on time,
with expected cost
Agrees on time to
pick up
Verifies identity
Pays for
prescription and
other items
Refill Request
With prescription
in hand, exits the
pharmacy
Retrieves filled
prescription and
scans the barcode
Collects script,
insurance,
and identifying
information
Provides a time
frame
Asks for
identifying
information
Places
prescription and
receipt in bag.
Gives bag to the
customer
44. Physical
Evidence
Customer
Action
Support
Processes
Time
Measures
Service
Employees
(HHI)
Digital &
Devices
(HCI)
Line of Interaction
Line of Visibility
Line of Internal Interaction
Backstage
action
Retail location
Signage
In-store wayfinding
Length of queue
State ID if controlled
substance
Prescription
Script bins
Credit card terminal
Loyalty card
Prescription bottle
Drug info sheet
Bag, Receipt
Prescription bottle
Prescription/Script
Insurance Card
State ID
Queues to pick upEnters pharmacy
Queues and
waits to talk to
pharmacist/
assistant
Verifies that
pharmacist can
fill script on time,
with expected cost
Agrees on time to
pick up
Verifies identity
Pays for
prescription and
other items
Refill Request
With prescription
in hand, exits the
pharmacy
Retrieves filled
prescription and
scans the barcode
Collects script,
insurance,
and identifying
information
Provides a time
frame
Asks for
identifying
information
Places
prescription and
receipt in bag.
Gives bag to the
customer
Credit card
Terminal asks for
payment (see sub
process 1.4a)
45. Physical
Evidence
Customer
Action
Support
Processes
Time
Measures
Service
Employees
(HHI)
Digital &
Devices
(HCI)
Line of Interaction
Line of Visibility
Line of Internal Interaction
Backstage
action
Retail location
Signage
In-store wayfinding
Length of queue
State ID if controlled
substance
Prescription
Script bins
Credit card terminal
Loyalty card
Prescription bottle
Drug info sheet
Bag, Receipt
Prescription bottle
Prescription/Script
Insurance Card
State ID
Queues to pick upEnters pharmacy
Queues and
waits to talk to
pharmacist/
assistant
Verifies that
pharmacist can
fill script on time,
with expected cost
Agrees on time to
pick up
Verifies identity
Pays for
prescription and
other items
Refill Request
With prescription
in hand, exits the
pharmacy
Retrieves filled
prescription and
scans the barcode
Collects script,
insurance,
and identifying
information
Provides a time
frame
Asks for
identifying
information
Places
prescription and
receipt in bag.
Gives bag to the
customer
Credit card
Terminal asks for
payment (see sub
process 1.4a)
POS
POS: payment
Approved
Pharmacist fills
prescription
Places in
appropriate bin
Fulfillment Queue
Inventory
management
system
POS
POS prompts
pharmacist to fill
the next script in
queue
Internal inventory
management
system
Accounting system
46. Physical
Evidence
Customer
Action
Support
Processes
Time
Measures
Service
Employees
(HHI)
Digital &
Devices
(HCI)
Line of Interaction
Line of Visibility
Line of Internal Interaction
Backstage
action
Retail location
Signage
In-store wayfinding
Length of queue
State ID if controlled
substance
Prescription
Script bins
Credit card terminal
Loyalty card
Prescription bottle
Drug info sheet
Bag, Receipt
Prescription bottle
Prescription/Script
Insurance Card
State ID
Queues to pick upEnters pharmacy
Queues and
waits to talk to
pharmacist/
assistant
Verifies that
pharmacist can
fill script on time,
with expected cost
Agrees on time to
pick up
Verifies identity
Pays for
prescription and
other items
Refill Request
With prescription
in hand, exits the
pharmacy
Retrieves filled
prescription and
scans the barcode
Collects script,
insurance,
and identifying
information
Provides a time
frame
Asks for
identifying
information
Places
prescription and
receipt in bag.
Gives bag to the
customer
Credit card
Terminal asks for
payment (see sub
process 1.4a)
POS
POS: payment
Approved
Pharmacist fills
prescription
Places in
appropriate bin
Fulfillment Queue
Inventory
management
system
POS
POS prompts
pharmacist to fill
the next script in
queue
Internal inventory
management
system
Accounting system
Drug supplier Goods supplier
Payment
processor
Insurance
provider pays
benefits portion of
script
Insurance
company
15-45 days later
47. Physical
Evidence
Customer
Action
Support
Processes
Time
Measures
Service
Employees
(HHI)
Digital &
Devices
(HCI)
Line of Interaction
Line of Visibility
Line of Internal Interaction
Backstage
action
5-45 min
X day
0-15 min 5-10 min25-90 days
# of people in queue
Time to front of queue
Drug in stock
Price of drug
Length of wait time
for pick up
# of people in queue
Time to front of queue
Prescription is filled
on-time
Clear method of
refill
30 sec 0-15 min 0-15 min1-10 min
Retail location
Signage
In-store wayfinding
Length of queue
State ID if controlled
substance
Prescription
Script bins
Credit card terminal
Loyalty card
Prescription bottle
Drug info sheet
Bag, Receipt
Prescription bottle
Prescription/Script
Insurance Card
State ID
Queues to pick upEnters pharmacy
Queues and
waits to talk to
pharmacist/
assistant
Verifies that
pharmacist can
fill script on time,
with expected cost
Agrees on time to
pick up
Verifies identity
Pays for
prescription and
other items
Refill Request
With prescription
in hand, exits the
pharmacy
Retrieves filled
prescription and
scans the barcode
Collects script,
insurance,
and identifying
information
Provides a time
frame
Asks for
identifying
information
Places
prescription and
receipt in bag.
Gives bag to the
customer
Credit card
Terminal asks for
payment (see sub
process 1.4a)
POS
POS: payment
Approved
Pharmacist fills
prescription
Places in
appropriate bin
Fulfillment Queue
Inventory
management
system
POS
POS prompts
pharmacist to fill
the next script in
queue
Internal inventory
management
system
Accounting system
Drug supplier Goods supplier
Payment
processor
Insurance
provider pays
benefits portion of
script
Insurance
company
15-45 days later
48. Physical
Evidence
Customer
Action
Support
Processes
Time
Measures
Service
Employees
(HHI)
Digital &
Devices
(HCI)
Line of Interaction
Line of Visibility
Line of Internal Interaction
Backstage
action
5-45 min
X day
0-15 min 5-10 min25-90 days
# of people in queue
Time to front of queue
Drug in stock
Price of drug
Length of wait time
for pick up
# of people in queue
Time to front of queue
Prescription is filled
on-time
Clear method of
refill
30 sec 0-15 min 0-15 min1-10 min
Retail location
Signage
In-store wayfinding
Length of queue
State ID if controlled
substance
Prescription
Script bins
Credit card terminal
Loyalty card
Prescription bottle
Drug info sheet
Bag, Receipt
Prescription bottle
Prescription/Script
Insurance Card
State ID
Queues to pick upEnters pharmacy
Queues and
waits to talk to
pharmacist/
assistant
Verifies that
pharmacist can
fill script on time,
with expected cost
Agrees on time to
pick up
Verifies identity
Pays for
prescription and
other items
Refill Request
With prescription
in hand, exits the
pharmacy
Retrieves filled
prescription and
scans the barcode
Collects script,
insurance,
and identifying
information
Provides a time
frame
Asks for
identifying
information
Places
prescription and
receipt in bag.
Gives bag to the
customer
Credit card
Terminal asks for
payment (see sub
process 1.4a)
POS
POS: payment
Approved
Pharmacist fills
prescription
Places in
appropriate bin
Fulfillment Queue
Inventory
management
system
POS
POS prompts
pharmacist to fill
the next script in
queue
Internal inventory
management
system
Accounting system
Drug supplier Goods supplier
Payment
processor
Insurance
provider pays
benefits portion of
script
Insurance
company
15-45 days later
52. Physical
Evidence
Customer
Action
Support
Processes
Time
Measures
Service
Employees
(HHI)
Digital &
Devices
(HCI)
Line of Interaction
Line of Visibility
Line of Internal Interaction
Backstage
action
5-45 min
X day
0-15 min 5-10 min25-90 days
# of people in queue
Time to front of queue
Drug in stock
Price of drug
Length of wait time
for pick up
# of people in queue
Time to front of queue
Prescription is filled
on-time
Clear method of
refill
30 sec 0-15 min 0-15 min1-10 min
Retail location
Signage
In-store wayfinding
Length of queue
State ID if controlled
substance
Prescription
Script bins
Credit card terminal
Loyalty card
Prescription bottle
Drug info sheet
Bag, Receipt
Prescription bottle
Prescription/Script
Insurance Card
State ID
Queues to pick upEnters pharmacy
Queues and
waits to talk to
pharmacist/
assistant
Verifies that
pharmacist can
fill script on time,
with expected cost
Agrees on time to
pick up
Verifies identity
Pays for
prescription and
other items
Refill Request
With prescription
in hand, exits the
pharmacy
Retrieves filled
prescription and
scans the barcode
Collects script,
insurance,
and identifying
information
Provides a time
frame
Asks for
identifying
information
Places
prescription and
receipt in bag.
Gives bag to the
customer
Credit card
Terminal asks for
payment (see sub
process 1.4a)
POS
POS: payment
Approved
Pharmacist fills
prescription
Places in
appropriate bin
Fulfillment Queue
Inventory
management
system
POS
POS prompts
pharmacist to fill
the next script in
queue
Internal inventory
management
system
Accounting system
Drug supplier Goods supplier
Payment
processor
Insurance
provider pays
benefits portion of
script
Insurance
company
15-45 days later
54. Physical
Evidence
Customer
Action
Support
Processes
Time
Quality Measures
Service
Employees
(HHI)
Digital &
Devices
(HCI)
Line of Interaction
Line of Visibility
Line of Internal Interaction
Backstage
Action
Ques to pick up
Retail Location
Signage
0-15 min 1-3 min 20 sec 5-45 min or next day 0-15 min 0-15 min 30 sec 5-10 min25-90 days
# of people in que,
time of que
In stock
Price
Length of
wait time
Rate of pharmacist
# of people in que,
time of que
promised time is
full-filled
Consultations are
offered
Clear method of
refill
In store way finding
Length of que
State ID if controlled
substance
Prescription
Script bins
Credit card terminal
Loyalty card
Prescription
Store bag
Perscription bottle
Prescription/Script
Insurance Card
State ID
Enters pharmacy
Ques and
waits to talk to
pharmacist/
assistant
Verifies that
pharmacist can fill
it on time/on cost
Agrees on time to
fill/pick up
Verifies identity
Retrieves filled
prescription and
scans the barcode
POS
POS: payment
Approved
Pays for
prescription
Requests Refill
Exits the
Pharmacy
Pharmacist fills
prescription
drug supplier goods supplier
Payment
processor
Benefits
provider pays for
remainder script
cost
Places in
appropriate bin
Collects script,
Insurance,
and identifying
information.
Provides a time
frame
Fulfillment Que
Inventory
management
system
POS
POS prompts
pharmacist to fill
the next script in
que
Internal inventory
management
system
Accounting system
Insurance
company
Asks identifying
information and
insurance
Places
prescription and
receipt in bag.
Gives bag to the
customer
55. Physical
Evidence
Customer
Action
Support
Processes
Time
Quality Measures
Service
Employees
(HHI)
Digital &
Devices
(HCI)
Line of Interaction
Line of Visibility
Line of Internal Interaction
Backstage
Action
Ques to pick up
Retail Location
Signage
0-15 min 1-3 min 20 sec 5-45 min or next day 0-15 min 0-15 min 30 sec 5-10 min25-90 days
# of people in que,
time of que
In stock
Price
Length of
wait time
Rate of pharmacist
# of people in que,
time of que
promised time is
full-filled
Consultations are
offered
Clear method of
refill
In store way finding
Length of que
State ID if controlled
substance
Prescription
Script bins
Credit card terminal
Loyalty card
Prescription
Store bag
Perscription bottle
Prescription/Script
Insurance Card
State ID
Enters pharmacy
Ques and
waits to talk to
pharmacist/
assistant
Verifies that
pharmacist can fill
it on time/on cost
Agrees on time to
fill/pick up
Verifies identity
Retrieves filled
prescription and
scans the barcode
POS
POS: payment
Approved
Pays for
prescription
Requests Refill
Exits the
Pharmacy
Pharmacist fills
prescription
drug supplier goods supplier
Payment
processor
Benefits
provider pays for
remainder script
cost
Places in
appropriate bin
Collects script,
Insurance,
and identifying
information.
Provides a time
frame
Fulfillment Que
Inventory
management
system
POS
POS prompts
pharmacist to fill
the next script in
que
Internal inventory
management
system
Accounting system
Insurance
company
Asks identifying
information and
insurance
Places
prescription and
receipt in bag.
Gives bag to the
customer
vertical line crossing =
value exchange
56. Physical
Evidence
Customer
Action
Support
Processes
Time
Quality Measures
Service
Employees
(HHI)
Digital &
Devices
(HCI)
Line of Interaction
Line of Visibility
Line of Internal Interaction
Backstage
Action
Ques to pick up
Retail Location
Signage
0-15 min 1-3 min 20 sec 5-45 min or next day 0-15 min 0-15 min 30 sec 5-10 min25-90 days
# of people in que,
time of que
In stock
Price
Length of
wait time
Rate of pharmacist
# of people in que,
time of que
promised time is
full-filled
Consultations are
offered
Clear method of
refill
In store way finding
Length of que
State ID if controlled
substance
Prescription
Script bins
Credit card terminal
Loyalty card
Prescription
Store bag
Perscription bottle
Prescription/Script
Insurance Card
State ID
Enters pharmacy
Ques and
waits to talk to
pharmacist/
assistant
Verifies that
pharmacist can fill
it on time/on cost
Agrees on time to
fill/pick up
Verifies identity
Retrieves filled
prescription and
scans the barcode
POS
POS: payment
Approved
Pays for
prescription
Requests Refill
Exits the
Pharmacy
Pharmacist fills
prescription
drug supplier goods supplier
Payment
processor
Benefits
provider pays for
remainder script
cost
Places in
appropriate bin
Collects script,
Insurance,
and identifying
information.
Provides a time
frame
Fulfillment Que
Inventory
management
system
POS
POS prompts
pharmacist to fill
the next script in
que
Internal inventory
management
system
Accounting system
Insurance
company
Asks identifying
information and
insurance
Places
prescription and
receipt in bag.
Gives bag to the
customer
57. Physical
Evidence
Customer
Action
Support
Processes
Time
Quality Measures
Service
Employees
(HHI)
Digital &
Devices
(HCI)
Line of Interaction
Line of Visibility
Line of Internal Interaction
Backstage
Action
Ques to pick up
Retail Location
Signage
0-15 min 1-3 min 20 sec 5-45 min or next day 0-15 min 0-15 min 30 sec 5-10 min25-90 days
# of people in que,
time of que
In stock
Price
Length of
wait time
Rate of pharmacist
# of people in que,
time of que
promised time is
full-filled
Consultations are
offered
Clear method of
refill
In store way finding
Length of que
State ID if controlled
substance
Prescription
Script bins
Credit card terminal
Loyalty card
Prescription
Store bag
Perscription bottle
Prescription/Script
Insurance Card
State ID
Enters pharmacy
Ques and
waits to talk to
pharmacist/
assistant
Verifies that
pharmacist can fill
it on time/on cost
Agrees on time to
fill/pick up
Verifies identity
Retrieves filled
prescription and
scans the barcode
POS
POS: payment
Approved
Pays for
prescription
Requests Refill
Exits the
Pharmacy
Pharmacist fills
prescription
drug supplier goods supplier
Payment
processor
Benefits
provider pays for
remainder script
cost
Places in
appropriate bin
Collects script,
Insurance,
and identifying
information.
Provides a time
frame
Fulfillment Que
Inventory
management
system
POS
POS prompts
pharmacist to fill
the next script in
que
Internal inventory
management
system
Accounting system
Insurance
company
Asks identifying
information and
insurance
Places
prescription and
receipt in bag.
Gives bag to the
customer
Arrow direction =
control
dependency
58. Physical
Evidence
Customer
Action
Support
Processes
Time
Quality Measures
Service
Employees
(HHI)
Digital &
Devices
(HCI)
Line of Interaction
Line of Visibility
Line of Internal Interaction
Backstage
Action
Ques to pick up
Retail Location
Signage
0-15 min 1-3 min 20 sec 5-45 min or next day 0-15 min 0-15 min 30 sec 5-10 min25-90 days
# of people in que,
time of que
In stock
Price
Length of
wait time
Rate of pharmacist
# of people in que,
time of que
promised time is
full-filled
Consultations are
offered
Clear method of
refill
In store way finding
Length of que
State ID if controlled
substance
Prescription
Script bins
Credit card terminal
Loyalty card
Prescription
Store bag
Perscription bottle
Prescription/Script
Insurance Card
State ID
Enters pharmacy
Ques and
waits to talk to
pharmacist/
assistant
Verifies that
pharmacist can fill
it on time/on cost
Agrees on time to
fill/pick up
Verifies identity
Retrieves filled
prescription and
scans the barcode
POS
POS: payment
Approved
Pays for
prescription
Requests Refill
Exits the
Pharmacy
Pharmacist fills
prescription
drug supplier goods supplier
Payment
processor
Benefits
provider pays for
remainder script
cost
Places in
appropriate bin
Collects script,
Insurance,
and identifying
information.
Provides a time
frame
Fulfillment Que
Inventory
management
system
POS
POS prompts
pharmacist to fill
the next script in
que
Internal inventory
management
system
Accounting system
Insurance
company
Asks identifying
information and
insurance
Places
prescription and
receipt in bag.
Gives bag to the
customer
59. Physical
Evidence
Customer
Action
Support
Processes
Time
Quality Measures
Service
Employees
(HHI)
Digital &
Devices
(HCI)
Line of Interaction
Line of Visibility
Line of Internal Interaction
Backstage
Action
Ques to pick up
Retail Location
Signage
0-15 min 1-3 min 20 sec 5-45 min or next day 0-15 min 0-15 min 30 sec 5-10 min25-90 days
# of people in que,
time of que
In stock
Price
Length of
wait time
Rate of pharmacist
# of people in que,
time of que
promised time is
full-filled
Consultations are
offered
Clear method of
refill
In store way finding
Length of que
State ID if controlled
substance
Prescription
Script bins
Credit card terminal
Loyalty card
Prescription
Store bag
Perscription bottle
Prescription/Script
Insurance Card
State ID
Enters pharmacy
Ques and
waits to talk to
pharmacist/
assistant
Verifies that
pharmacist can fill
it on time/on cost
Agrees on time to
fill/pick up
Verifies identity
Retrieves filled
prescription and
scans the barcode
POS
POS: payment
Approved
Pays for
prescription
Requests Refill
Exits the
Pharmacy
Pharmacist fills
prescription
drug supplier goods supplier
Payment
processor
Benefits
provider pays for
remainder script
cost
Places in
appropriate bin
Collects script,
Insurance,
and identifying
information.
Provides a time
frame
Fulfillment Que
Inventory
management
system
POS
POS prompts
pharmacist to fill
the next script in
que
Internal inventory
management
system
Accounting system
Insurance
company
Asks identifying
information and
insurance
Places
prescription and
receipt in bag.
Gives bag to the
customer
Double arrow indicates
agreement must be
reached to move
process forward
60. Physical
Evidence
Customer
Action
Support
Processes
Time
Quality Measures
Service
Employees
(HHI)
Digital &
Devices
(HCI)
Line of Interaction
Line of Visibility
Line of Internal Interaction
Backstage
Action
Ques to pick up
Retail Location
Signage
0-15 min 1-3 min 20 sec 5-45 min or next day 0-15 min 0-15 min 30 sec 5-10 min25-90 days
# of people in que,
time of que
In stock
Price
Length of
wait time
Rate of pharmacist
# of people in que,
time of que
promised time is
full-filled
Consultations are
offered
Clear method of
refill
In store way finding
Length of que
State ID if controlled
substance
Prescription
Script bins
Credit card terminal
Loyalty card
Prescription
Store bag
Perscription bottle
Prescription/Script
Insurance Card
State ID
Enters pharmacy
Ques and
waits to talk to
pharmacist/
assistant
Verifies that
pharmacist can fill
it on time/on cost
Agrees on time to
fill/pick up
Verifies identity
Retrieves filled
prescription and
scans the barcode
POS
POS: payment
Approved
Pays for
prescription
Requests Refill
Exits the
Pharmacy
Pharmacist fills
prescription
drug supplier goods supplier
Payment
processor
Benefits
provider pays for
remainder script
cost
Places in
appropriate bin
Collects script,
Insurance,
and identifying
information.
Provides a time
frame
Fulfillment Que
Inventory
management
system
POS
POS prompts
pharmacist to fill
the next script in
que
Internal inventory
management
system
Accounting system
Insurance
company
Asks identifying
information and
insurance
Places
prescription and
receipt in bag.
Gives bag to the
customer
73. Activity 1: Collect
Duration - 10 mins
!
1. Find the person in your group who last
used a dry cleaners or wash & fold
2. Assign one person in the group to be the
interviewer, other group members
should talk notes
3. Use the worksheet as a interview
instrument to find out about their
experience using the service
76. Activity: the current
Duration - 20 mins
!
1. Start with the ‘physical evidence' and
‘customer action’ used your interview as
a guide
2. Fill in the ‘service employees'
‘digital & device,’ and ‘backstage action’
simultaneously
3. Identify the ‘support processes’
4. Add connections and arrows
77. Activity: the current
Duration - 20 mins
!
1. Start with the ‘physical evidence' and
‘customer action’ used your interview as
a guide
2. Fill in the ‘service employees'
‘digital & device,’ and ‘backstage action’
simultaneously
3. Identify the ‘support processes’
4. Add connections and arrows
78. Activity: the current
Duration - 20 mins
!
1. Start with the ‘physical evidence' and
‘customer action’ used your interview as
a guide
2. Fill in the ‘service employees'
‘digital & device,’ and ‘backstage action’
simultaneously
3. Identify the ‘support processes’
4. Add connections and arrows
79. Activity: the current
Duration - 20 mins
!
1. Start with the ‘physical evidence' and
‘customer action’ used your interview as
a guide
2. Fill in the ‘service employees'
‘digital & device,’ and ‘backstage action’
simultaneously
3. Identify the ‘support processes’
4. Add connections and arrows
80. Spend 5 min marking the following
Painpoints
Must fix, areas of complaint,
drop off points, potential
failures
Financial
opportunities
Save money, charge more,
additional services, etc.
Feedback
loops
Places to measure
service quality
Service
strengths
Aspects that should be
maintained
82. Your dry cleaner has hired you because
he has a few service issues and he knows
you are an awesome service designer...
83. Locations Services Hours Equipment capacity used
“The location you go to”
Laundry mat
Drop off dry cleaning
Wash and fold
8 am - 10 pm 35% use
Mission (24th)
Dry Cleaning
Alteration
8 am - 6 pm 30% use
Mission (16th st)
Dry Cleaning
Alteration
8 am - 6 pm 40% use
The Tender Nob
Laundry mat
Drop off dry cleaning
Wash and fold
8 am - 10 pm 20% use
4 other stores in San Fransisco
84. He wants to get more business per store but:
- stores are out of space
- customers don’t pick up on time
- He has trouble acquiring customers
outside of a 3 block radius of each store
- 80% customers return rate
85. Activity: Generate
Duration - 10 mins
!
1. Use the index cards to generate ideas
based on your pain points and
opportunity areas
2. Place them along the journey
!
Bonus points time and quality measures
86. A few things to consider when using service
blueprints for ideation:
- large time gaps between customer
actions are always opportunities
- movings activities up or down a lane can
provide huge innovation opportunities
- removing extraneous steps or props can
simplify for customers
88. Activity: Redesign
Duration - 20 mins
!
1. Use voting dots do decide team favorite
!
2. Based on your team’s selected ideas,
see how the ideas would alter the
service the blueprint
