In service blueprinting, what is the purpose of the Line of Visibility?

In service blueprinting, the Line of Visibility plays a crucial role in distinguishing between the actions and processes that are visible to the customer and those that occur behind the scenes, away from their view. This demarcation helps to clarify how customers experience a service, enabling organizations to understand which aspects of the service delivery are apparent to the customer and which are not.

By emphasizing the visible and invisible service activities, businesses can design their services more effectively to meet customer expectations and improve overall satisfaction. This understanding assists service providers in identifying potential gaps in service delivery and enhancing the quality of the customer experience. Therefore, the purpose of the Line of Visibility is fundamental in service design and management within the ITIL framework, as it supports creating value for stakeholders while also guiding improvements in service delivery processes.