Service Blueprint 6pt20
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Service blueprint: Coffee Shop Events Participants
Accepted Execution
Fail point
Time 1. Enter coffee shop 2. Walk up to coffee counter 3. Locate and examine the menu 4. Select your food choice 5. Place order
30sec
Yes
Customer
30 sec
Yes
Customer
30 sec
Yes
Customer
30 sec
Yes
Customer
10 sec
Yes
Customer/ associate
6. Pay order
5 sec
Yes
Customer/ associate
7. Receive receipt 8. Take a seat anywhere 9. Connect computer and enter 10.Eat and study
2 sec
Yes
Customer/associate
30 sec
Yes
Customer
No rush
No
Customer
No worth
No
customer
Physical Evidence: sofas, tables, chairs, bar stools, couches, televisions, stage Line of Visibility: FRONT STAGE BACKSTAGE Physical Evidence: kitchen, kitchen appliances, stove, microwave, refrigerator, trash cans Key Activities: cooking, stocking, making drinks
Service blueprint: Laundromat Events Participants
Accepted Execution
Fail point
Time 1. Enter Laundromat 2. Locate the service counter 3. Walk to the service counter 4. Give laundry to the associate 5. Give associate your phone number 6. Pay for service/Recei ve receipt 7. Go to coffee shop 8. Walk up to the coffee counter 9. Examine the menu 10.Place order
30 sec
Yes
Customer
30 sec
Yes
Customer
30 sec5
Yes
Customer
2 min
Yes
Customer/ associate
5 sec
Yes
Customer/associate
1 min
Yes
Customer/ associate
1 min
Yes
Customer
30 sec
Yes
Customer
30 sec
Yes
Customer
10 sec
Yes
11.Pay order
5 sec
Yes
Customer/ associate Customer/associate
12.Receive receipt 13.Take a seat anywhere 14.Connect computer and enter 15.Eat and Study
5 sec
Yes
Customer/associate
30 sec
Yes
Customer
No rush
No
Customer
2 hrs
Yes
customer
16.Pick up laundry
5 min
Yes
Customer/ associate
Physical Evidence: washing machines, dryers, tables, chairs, laundry carts, charge card machine televisions, trash cans. Line of Visibilty: FRONT STAGE BACK STAGE Physical Evidence: janitorial closet, laundry detergent, dryer sheets, trash cans. Key Activities: Cleaning, folding laundry
Accepted Execution
Fail point
Time 1. Enter coffee shop 2. Walk up to coffee counter 3. Locate and examine the menu 4. Select your food choice 5. Place order
30sec
Yes
Customer
30 sec
Yes
Customer
30 sec
Yes
Customer
30 sec
Yes
Customer
10 sec
Yes
Customer/ associate
6. Pay order
5 sec
Yes
Customer/ associate
7. Receive receipt 8. Take a seat anywhere 9. Connect computer and enter 10.Eat and study
2 sec
Yes
Customer/associate
30 sec
Yes
Customer
No rush
No
Customer
No worth
No
customer
Physical Evidence: sofas, tables, chairs, bar stools, couches, televisions, stage Line of Visibility: FRONT STAGE BACKSTAGE Physical Evidence: kitchen, kitchen appliances, stove, microwave, refrigerator, trash cans Key Activities: cooking, stocking, making drinks
Service blueprint: Laundromat Events Participants
Accepted Execution
Fail point
Time 1. Enter Laundromat 2. Locate the service counter 3. Walk to the service counter 4. Give laundry to the associate 5. Give associate your phone number 6. Pay for service/Recei ve receipt 7. Go to coffee shop 8. Walk up to the coffee counter 9. Examine the menu 10.Place order
30 sec
Yes
Customer
30 sec
Yes
Customer
30 sec5
Yes
Customer
2 min
Yes
Customer/ associate
5 sec
Yes
Customer/associate
1 min
Yes
Customer/ associate
1 min
Yes
Customer
30 sec
Yes
Customer
30 sec
Yes
Customer
10 sec
Yes
11.Pay order
5 sec
Yes
Customer/ associate Customer/associate
12.Receive receipt 13.Take a seat anywhere 14.Connect computer and enter 15.Eat and Study
5 sec
Yes
Customer/associate
30 sec
Yes
Customer
No rush
No
Customer
2 hrs
Yes
customer
16.Pick up laundry
5 min
Yes
Customer/ associate
Physical Evidence: washing machines, dryers, tables, chairs, laundry carts, charge card machine televisions, trash cans. Line of Visibilty: FRONT STAGE BACK STAGE Physical Evidence: janitorial closet, laundry detergent, dryer sheets, trash cans. Key Activities: Cleaning, folding laundry
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