From the course: Customer Experience: Service Blueprinting
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Map the employee actions for this scope
From the course: Customer Experience: Service Blueprinting
Map the employee actions for this scope
- Blueprinting is all about creating a plan of action, to deliver the best service possible. That service is delivered through your employees and technology. On a service blueprint, we call these frontstage actions. These are all the people, activities and evidence, that the customer sees or interacts with during their journey. You can see we put a line of interaction in between the customer actions and the frontstage actions on our blueprint. For example, your employees will be the ones who interact physically, with hands on service and help. Your technology will serve your customers digitally, through direct interactions like using apps, self-checkout registers, voice command systems, you name it. But unlike customer actions, frontstage actions are not necessarily included at each step. This is the customer's journey. So the employee and technology actions here, are only included when necessary. Let's look to the blueprint of our fictional retail store, Jeannie's Gems, that you've…
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