"service blueprints allow all members of the organization to visualize an entire service and its underlying support processes, providing common ground from which critical points of customer contact, physical evidence, and other key functional and emotional experience clues can be orchestrated"
physical evidence - everything that customers come into contact with
Customer actions - all of the steps customers take as part of the service delivery process. depicted chronologically across the top of the blueprint.
Visible contact employee actions - actions of frontline contact employees that occur as part of a face-to-face encounter
invisible contact employee actions - activities contact employees do to prepare to serve customers
support processes - carried out by individuals and units within the company who are not contact employees but that need to happen in order for the service to be delivered
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