3/24/2024 0 Comments Restaurant customer journey map![]() ![]() With a blueprint you dive into the world behind the experience. ![]() It is all that can be seen on the surface, the front stage. It describes what the customer does, thinks and feels. The customer journey map shows how the end user experiences and experiences a certain service. To clear up any misunderstandings: a service blueprint does not replace the customer journey map. service blueprint vs customer journey map Do you want to know more? Read here about 8 reasons to create a service blueprint. The service blueprint enables you to make the switch from organization-oriented service to customer-centric organization. The starting point can be an existing process (to evaluate and optimize) or a new process (to clearly define what is needed to successfully offer a service). You always create a blueprint with a goal, such as working more efficiently or breaking through internal silos. The service blueprint is a service design tool, not a result. Secondly, because a blueprint helps to clarify dependencies between internal teams and processes. We do this firstly because we want to view an organization’s services through the eyes of a customer. We make a service blueprint for many of our clients. Make the switch from organization-oriented service to customer-centric organization. He does this without a service blueprint, but the principle is the same. He studies the ins and outs of a restaurant, explains why things go wrong and what needs to be done to get things back in order so that employees and guests are happy again and profits are made. You may have seen Gordon Ramsay’s Kitchen Nightmares. Purchasing processes, training new employees, preparing the service: the better this is arranged, the better the experience of a dinner guest. What happens backstage directly impacts the front stage. In this example of a restaurant it is very clear how the service blueprint assumes a front stage and a back stage. Everything you don’t see, but is essential to make the front stage possible. All this (and more) is the back stage of your experience. Your order is taken and once it’s ready, the chef rings a bell for the waiter to serve the dish. The waiter enters your order into the system and a receipt rolls out of the printer at both the kitchen and the bar. When you enter, the kitchen assistant will receive a signal to prepare some bread with spreads. ![]() The tables were divided among the waiters. The cook was there a few hours earlier to make all the preparations for dinner, the waiter wrote the dish of the day on the board and the hostess already placed the reserved plates on the table. In the meantime, a lot is happening behind the scenes to make your dining experience as smooth as possible. It is everything you consciously experience as a customer. In service design we call all these things the front stage of your experience. There you pick a peppermint while your coat is taken. You want to pay immediately and you walk to the bar. The waiter asks if everything is to your liking, collects the empty plates and a little later asks if you want coffee or dessert. You order the dish of the day, sip your drink and then your dish appears on the table. When you enter someone will meet you to hang your coat and take you to your table. To properly understand what a service blueprint is, the example of a restaurant is a very clear one.Īs a guest of a restaurant, you call to make a reservation. Blueprint template example front- and backstage of a restaurant ![]()
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