Service Blueprinting

In this article, the authors discuss the use of service blueprinting by two institutions: Arizona State University, which used blueprinting to assess the number of tows and boots in campus parking facilities, and University of Chicago, where blueprinting is helping officials understand the experience of evening campus shuttle users. Service blueprinting allows organizations to see services through the eyes of the customer, identifying pain points and opportunities for improvement, and it is a valuable tool in ultimately delivering better services for the customer.

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  • Authors:
    • Alonzo-Helton, Melinda
    • Fletcher-Brown, Theresa
    • Stephens, Nancy
  • Publication Date: 2013-1


  • English

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Filing Info

  • Accession Number: 01488295
  • Record Type: Publication
  • Files: TRIS
  • Created Date: Jul 20 2013 10:47AM