A new-connection service traced through five blueprint lanes Everything below the line of visibility is invisible to the customer yet decides their experience: trace any step down its column and each backstage action and support process there has to succeed before the moment the customer sees in front of it can.
A new-connection service traced through five blueprint lanes
A Nielsen Norman Group service blueprint for a new connection at London Grid Distribution. Five horizontal lane bands stack down the canvas: physical evidence, customer actions on a soft accent tint as the journey spine, frontstage staff and systems, backstage actions and support processes. Four steps run left to right as column headers: application, quotation, site works and energisation, each tied down its column by a thin blue connector. Dashed rules mark the lines of interaction and internal interaction, and the line of visibility is drawn in the deeper accent as the boundary that matters, with everything below it invisible to the customer yet needed before the moment above it.
Application
Quotation
Site works
Energisation Physical
evidence Customer
actions Frontstage staff
and systems Backstage
actions Support
processes
Connection portal page
Quotation letter
Site notice
Energisation certificate
Submits application
Reviews quotation
Grants site access
Receives power
Portal confirms receipt
Assessor issues quotation
Field team attends site
Capacity study run
Design approved
Works scheduled
GIS capacity data
Asset register records
Billing setup
Line of interaction
Line of visibility
Line of internal interaction Customer journey spine and visible staff work Evidence and support context Source: Nielsen Norman Group service blueprinting (nngroup.com)
