Front stage
Customer
Line of interaction Yes
Customer service desk
cc cc mt
No
Line of visibility
No
Back stage
Technical team
Yes
Yes fp
No
Line of internal interaction
Purchasing/ Parts department
The illustration is the Service blue print of ETX Phone Repair shop located in Mount Pleasant. The main objective of drawing the blue print is to analyze the customer interaction at the shop, eliminate or minimize the failure points and improve the customer experience.
The process begins when a customer experiences a problem with their phone. The customer walks into ETX Phone repair shop and is welcome at the Customer Service Front Desk. The customer explains the ...