A service blueprint for everyday life
Paddling BelowEvery service glides above the waterline and paddles below it.
Pick one everyday service you went through and list its steps: what you did, what happened in front of you, what happened out of sight and what it all runs on. The pond shows where it waited, where it snagged and every time it slipped out of your sight.
1 The steps free
In order, one step a row. Below the waterline, tick my guess for anything you did not see or were not told.
Three to twelve steps. You can drop a .txt file onto the list: one step a line, as what happened, lane, minutes (lane: you, front, back or base).
2 The pond free
waiting went wrong your guess crossing the waterline
3 The blueprint reading metered
One run reads your steps and the page's numbers. It names the longest stretch out of sight, what went wrong, the longest wait, one fix for whoever runs the service and one question for you to ask next time. It never changes the numbers.
Pricing as soon as the session is ready...
Sign inThe reply could not be read as a blueprint reading. Here it is as it came back:
The page's check
4 Saved blueprints
How the page reads it
A service blueprint is a designer's map of a service in lanes: what the customer does, what staff do in view, what happens backstage and what supports it all. The lines between the lanes matter most - here, the waterline is the line of visibility.
The verdict, checked in this order: a step out of sight or in what it runs on went wrong - snagged below; else a step of yours or in front of you went wrong - snagged in view; else waiting took half the minutes or more - long paddle; else smooth glide. The longest stretch out of sight is the run of steps below the waterline with the most minutes (a tie goes to the earlier one). The fix goes to the first snag, else the longest wait, else where the longest stretch out of sight begins; the question is about your first guess.
The blueprint reading uses the page's numbers as given; the page lists anything in the reading that does not match them.
A thinking aid, not professional advice. Your guesses about what happened out of sight are guesses; asking is the only way to know.