A blueprint visualises the on‑stage and backstage choreography that delivers value. See whether you can interpret key symbols and insights from modern service blueprints.
The horizontal line separating front‑stage and backstage actions in a blueprint is called the line of ______.
interaction
equity
cost
visibility
Above it customers see activities; below it they do not.
Moments where customers wait are often highlighted with a clock icon to denote potential ______.
upsells
bottlenecks
locations
KPIs
Waits flag capacity constraints that may harm satisfaction.
Support processes that enable backstage actions are drawn in the ______ lane of an advanced blueprint.
evidence
support
front‑stage
marketing
Support lanes reveal IT or vendor tasks underpinning service.
Physical touchpoints such as receipts appear in the blueprint layer labelled ______ evidence.
physical
cognitive
viral
remote
Tangible items shape customer perceptions before and after service.
A zig‑zag arrow between a customer and employee usually signifies ______ interaction.
communication
inventory
legal
temperature
It depicts the flow of information or dialogue.
KPIs like first‑contact resolution are often placed next to the ______ they measure.
budget
competitor
step
holiday
Co‑locating data with the step aids quick diagnosis.
Blueprint swimlanes help clarify cross‑functional ______.
humidity
radiation
ownership
font
Clear ownership prevents tasks from falling through cracks.
Fail‑points in a blueprint are commonly marked with which shape?
triangle
circle
heart
octagon
Triangles draw attention to potential breakdowns needing control.
Digital self‑service steps are shaded to indicate reduced ______ intensity.
flavour
labour
gravity
altitude
Shading quickly shows automation levels and cost impact.
The service scripting portion of a blueprint usually annotates standardised employee ______.
tax
dialogue
salary
parking
Scripts ensure consistent tone and regulatory compliance.
Starter
Starter: Brush up on blueprint symbols and the line‑of‑visibility concept.
Solid
Solid: Good job—sharpen timing and KPI layers for actionable insight.
Expert!
Expert: Excellent! Your diagnostic skills rival seasoned service designers.
