Service Blueprint Key:
Location A
OBJECTIVES
PHYSICAL EVIDENCE
Location B
Discover
Join
Use - feature phone Customer
Use - smart phone Customer
Feedback
Leave
- Introduction to the service - Understanding how the service works
- Registering for the service - Receiving confirmation as an Agent
- Transferring money or paying a bill - Receiving the service from a Postal or Retail Agent - Having a seamless, enjoyable experience
- Transferring money or paying a bill - Receiving the service from any type of Agent - Having a seamless, enjoyable experience
- Rating the Agent/Customer
- Converting Customer account from feature phone to smart phone - Opting out of service
Word of mouth
Poster
Hear about service from others
Smart phone Customer
News
Instruction booklet
Learn how service works
App
Registration form
SMS
Download app
App
TRANGO Sign
App
Cash Payment
Transfer
SMS
Transfer
Register as Customer
App
Cash Payment
App
Transfer
Choose an Agent nearby & plan a meet-up
Pay cash including fee
Receive money in TRANGO wallet
Send money to Recipient or pay a bill
App
Cash Payment
SMS rating
App rating
Account conversion
Call to Opt out
Opt out
Delete profile to leave service for good
Rate the Agent
See posters about service Fill out form at Post Office or registered retailer
Learn how service works
Social Media Feature phone Customer
Receive SMS with unique account number
Fill out form to register as feature phone Customer
Recipient
Place sign on letterbox
Receive SMS receipt & forward to Recipient
Pay cash including fee
Receive SMS with unique transaction number & details
Register as Customer on smart phone
Rate the Agent by replying to SMS receipt
Provide Agent with transaction details & receive cash
Receive money from Customer
Download app and convert Customer account
Choose an Agent nearby & plan a meet-up
Forward money to Agent’s TRANGO wallet
Rate the Agent
Receive notification & plan a meet-up
Start transaction & give cash to Recipient
Rate the Customer
Call to leave service for good
Line of Interaction
Hear about service from internal comms department
See posters about service
Learn how service works
See posters in public & promote service in store
Learn how service works & stock booklets
See posters about service
Learn how service works
Deliver completed forms to Post Office for processing
See sign while delivering mail and ring doorbell
Enter Customer details and create transaction
Receive cash
Transfer amount to Customer or pay their bill
Receive transfer from Customer in location A & give cash to Recipient
Transfer amount to Customer or pay their bill
Receive transfer from Customer in location A & give cash to Recipient
Postal Agent
Hear about service from others
Download app
Stock forms
Enter Customer details and create transaction
Register as Agent
Receive cash
Retail Agent
Receive notification & plan a meet-up
Start transaction & receive cash
Forward money to Customer’s TRANGO wallet
Delete profile to leave service for good
News
Social Media Local Agent Line of Visibility
Coordinate marketing campaign The Post Office
Provide booklets to all Post Office branches & registered retailers
Provide signs with Customer booklets
Provide forms
Customer service receive cancellation call
Line of Internal Interaction
Recruit staff for call center to answer questions about TRANGO Internal Processes
Release free app with comprehensive service
Create Customer accounts & store details
Send SMS with unique account number
Create Customer/ Agent accounts & store details
Create unique transaction number
Subtract amount from Agent’s account and add to Customer’s or utility provider’s account
Send SMS to Customer
Subtract amount from Customer’s account and add to Agent’s (location B) account
List closest Agents & send notification to chosen one
Create unique transaction number & store details
Subtract amount from Agent’s account & add to Customer’s account
Subtract amount from Customer’s account & add to Recipient/utility provider’s account
List closest Agents & send notification to chosen one
Subtract amount from Recipient’s account & add to Agent’s account
Store rating data
Store rating data
Convert Customer account type in system
Cancel Customer profile & delete all related data
Cancel user profile and delete all related data