The Service Blueprint breaks the service process into smaller components such as customer journey, customer touchpoints, resources, and support. Additionally, the Service Blueprint distinguishes between “on stage” and “off stage” employee activities, helping to detail critical handoffs and understand cross-functional relationships within the organization. As such, the Service Blueprint closely resembles a swimlane map that uses lines (or lanes) to highlight ownership and interactions and arrows to illustrate the flow of activities, handoffs, and points of integration.
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