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PROCESS
Digital Self-Service Blueprint
A service blueprint for a digital self-service session maps the customer actions alongside frontstage (visible) and backstage (behind-the-scenes) activities and support processes, exposing where service breaks.
IntelligenceValue chainIndustryCross-industryPracticeOperationsFocus04 Transformation Blueprints
digital self-service blueprintthe anatomy of a service blueprintcustomer actions and the frontstagebackstage systems and support processesfail points, waits, and moments of frictionblueprint digitalself-service sessionactions alongside