11 · SERVICE SYSTEM
The first promise is a working connection.
A service blueprint brings the customer’s task and the backstage dependencies into the same view.
Mobile acquisition to routine use
ANALYTICAL BLUEPRINT1 / 4
CUSTOMER VIEW
Customer job
Choose a mobile plan that fits everyday usage and device needs.
Visible touchpoint
The plan comparison page, app or retail conversation explains features and conditions.
LINE OF VISIBILITY
SERVICE SYSTEM
Backstage dependency
The offer catalogue must reflect actual device, location and entitlement conditions.
Likely failure
Plan complexity, OTT conditions or unclear 5G eligibility create confusion before purchase.
RECOVERY
Customer impact
The customer begins the relationship with an expectation the selected plan may not meet.
Recommended action
Offer an eligibility-led comparison and explain feature limits before commitment.