G. Lynn ShostackDesigning Services That Deliver, HBR 1984
A process map of the service showing customer actions, onstage and backstage employee actions, and support processes — separated by the line of visibility.
Mary Jo Bitner et al.California Management Review, 2008
Blueprinting connects customer experience to the operational engine behind it, making service innovation designable and testable.
The EclipseFrontiers® LensFix backstage and the audience will feel it onstage.