Service blueprint

High school (ages 12+)
Making & Design

Name:

Date:

Step 1 · Read the article

Open the article and read it at the level above. Then answer the questions below in your own words.

https://smallwhale.org/articles/service-blueprint

1. What is the pioneering figure?
2. What is the analytical bands?
3. Why do businesses use a service blueprint?
4. How does a service blueprint show the difference between front‑stage and back‑stage?

Write what each word means, using the article.

Do not copy the article. Write two things you learned, the way you would explain them to a friend.

Answers below are taken from the article’s stored facts, so they match what the student read.

1. What is the pioneering figure?G. Lynn Shostack is widely credited with formalizing the service blueprint concept
2. What is the analytical bands?Includes customer actions, onstage actions, backstage actions, and support processes
3. Why do businesses use a service blueprint?It helps them see where customers interact, where workers help, and where hidden support happens, so they can make the service better and faster.
4. How does a service blueprint show the difference between front‑stage and back‑stage?It draws separate layers: the front‑stage shows what customers see and talk to, while the back‑stage shows what staff do behind the scenes.

Service Encounter: A period during which a customer interacts directly with a service provider.
Line of Visibility: A boundary in a service blueprint separating customer-visible actions from internal operations.
Moment of Truth: Any interaction where a customer has an opportunity to form an impression of a company or its service.