Quiz – Service Blueprints Masterclass

Question 1 of 6

1. Question

Who created the service blueprint methodology, according to the capsule?

Lynn Shostack in 1982

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Don Norman in 1990

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Clayton Christensen in 2003

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Jakob Nielsen in 1994

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Question 2 of 6

2. Question

How many essential layers does the service blueprint anatomy contain?

Five

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Two

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Three

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Seven

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Question 3 of 6

3. Question

What are moments of truth in a service blueprint?

Points where service quality crystallizes for the customer

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Scheduled team coffee breaks

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Legal compliance checkpoints

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Annual budget reviews

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Question 4 of 6

4. Question

Which layer covers technology, data infrastructure, and organizational policies?

Support systems

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Customer journey

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Front-stage actions

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Physical evidence

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Question 5 of 6

5. Question

Match each service blueprint layer to what it represents.

Sort elements

Every action and decision the customer makes
Employee actions customers see directly
Team actions out of customer view
Artifacts customers touch or experience

Customer journey

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Front-stage actions

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Backstage processes

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Physical evidence

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Question 6 of 6

6. Question

What is the primary purpose of a service blueprint, per the capsule?

Reveal touchpoints and invisible processes behind service delivery

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Replace all customer interviews

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Set employee salaries

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Design the company logo

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