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Service Blueprint

KTM's service blueprint outlines the passenger journey and touchpoints when taking a KTM train. The timeline shows the process from checking schedules online or at the counter (3 minutes) to purchasing tickets, waiting at the station, boarding the train, and arriving at the destination around 8 hours later. It details the physical evidence, passenger actions, frontstage and backstage employee actions, technologies used, and internal support processes at each stage of the journey.

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2022898118
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65 views

Service Blueprint

KTM's service blueprint outlines the passenger journey and touchpoints when taking a KTM train. The timeline shows the process from checking schedules online or at the counter (3 minutes) to purchasing tickets, waiting at the station, boarding the train, and arriving at the destination around 8 hours later. It details the physical evidence, passenger actions, frontstage and backstage employee actions, technologies used, and internal support processes at each stage of the journey.

Uploaded by

2022898118
Copyright
© © All Rights Reserved
We take content rights seriously. If you suspect this is your content, claim it here.
Available Formats
Download as PDF, TXT or read online on Scribd
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KERETAPI TANAH MELAYU (ETS) SERVICE BLUEPRINT

TIME 3 minutes 5 to 25 minutes 3 to 5 minutes 30 minutes 1 minute <--------- Approximately 8 hours 7 minutes or less (depends on destination) --------->

Station exterior /
PHYSICAL Website / Top
ETS Ticket Counter Ticket Platform / station signange / ETS Train ETS Ticket Train interior ads Pantry and café Platform / station
EVIDENCE counter
marketing

Learn train line Learn about


PASSENGER Check schedule / Buy ticket (online Print ticket Waiting at the train Buy food and Exits the train at
station / final Boarding the train Ticket confirmation products and
JOURNEY timetable / route @ app / counter) (physical ticket) station
destination services
beverage correct destination

LINE OF
INTERACTION

FRONSTAGE
ETS Captain blow the
TC crosscheck
EMPLOYEE Greeting and whistle as the sign ETS Captain stop at
passenger seat Serve the customer
ACTION assisting soon the train will
number
every destination
departure
3rd party
Announcement by Digital board
TECHNOLOGY developer sell apps Digital ads
PA schedule
or website
Wrap-arounds cover
Seat and table are Announcement by
PHYSICAL Gather at waiting area & make windows, less
Outdated schedule Long que process offered to the PA every station
EXPERIENCE confirmation for the journey visibility for
passengers difficult
customer arrived

LINE OF
VISIBILITY

Who maps train


BACKSTAGE App development / List of advertiser
station stop Taking order
ACTION user interface (UI)
locations?
rent space

LINE OF
INTERNAL
INTERACTION

SUPPORT Ticket Checker (TC)


Payment process Meals preparation
PROCESSES staff

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