ECampus.com Service Blueprint
[------------------------------ 20-60 min
TIME
EVIDENCE
Website
CUSTOMER
JOURNEY
Visits
Website
LINE OF
INTERACTION
FRONTSTAGE
----------------------------------]
3-5
days
1
min
5-10
days
2
min
60-210
days
5-10
min
Picture of book
and identifying
information
Term length
options and
associated prices
Receipt and
confirmation
number
Tracking number
and confirmation
number
Delivery email
and tracking
update
Return
receipt and
packing slip
Searches books
using Title,
Author, or ISBN
Selects books,
term length, and
rent or purchase
Makes
Purchase
Sent shipment
tracking number
Books
Delivered
Prints book
return
receipt
10-30
min
Shipping receipt
from UPS, return
email from website
Ships books
back when
finished
-----------------------------------------------------------------------------------------------------------------
EMPLOYEE
ACTIONS
TECHNOLOGY
Support Chat
Support Chat
Responds to
chat questions
Responds to
chat questions
Automated Email
with 3rd party
delivery tracking
number
Checks inventory and
item availability
Order status
updates to
“Return Pending”
Order status
updates to
“Returned”
LINE OF
VISIBILITY
BACKSTAGE
ACTIONS
LINE OF
INTERNAL
INTERACTION
SUPPORT
PROCESSES
Inventory
management
system
Point of sale
System
Verifies physical
condition of
books
Fulfillment
Queue
----------------------------------------------------------------------------------------------------------------Analytics logs
visitor
Payment
process
3rd party delivery
service
3rd party delivery
service